Journal Star

The problem with locating customer's account was related to a misspelling and the representative did not locate account by address. Customer is being refunded subscription amount. Refunds take approximately two weeks.

Spoke to Joe Malone sat the 25 of July and he stated that he would come today to resolve but as usual he didn't show up.... This front porch cost 8000 dollars and one of the problems that it was suppose to have resolve was the leaks. the first pictures show the water on the workbench and the last...

picture shows what he did but did not resolve the leak not did he put the siding back.  Morning [redacted] update case number [redacted] Joe Malone stated that he would come last night to once again to try and resolve the leak and he never showed up. I called him left voice mail and stated that if he did not come by Tues then I will take this to court to resolve this He came this morning and he saw first hand again the leaks... See picture below. Now he feels that its the door threshold that is leaking and he want to take a small piece of wood in front of the threshold... to block the water... Really it would look like (^&&*) and I refused I want the problem fixed as stated as agreed to in the original work contract. Bottom line... he is a cement contractor and he should have known that if 'tit wasn't sealed in the proper fashion it would leak and not to patch it with a temporary solution . Needles to say it is now leaking.. Now to add salt to the cut the last time here he tried to seal the porch and left silicone on the cement and it looks like a baby threw up....  [redacted], Joe Malone just left and he feels that the problem is  how the porch is sealed under the doors threshold. There were other contractors here and they sort of made him honest. He did try to clean up the porch from the silicone mess but it still shows when it gets wet. He also laid the clap board but didn't nail it as he was afraid of cracking the cedar.He will nail the end of August when the front door is replaced The front door will be replaced at the end of august and at that time truth will be told... My concerns are: 1. Water leaking into the Basement as you can see from the pictures. 2. Air leaking in form the outside when winter comes I guess with the Revdex.com and the a potential law suit it lit a fire under him. What a shame it has to come to this but that is why you're in place. Being that I'm 70 years old and a 100 percent disable vet and I thank you!! Thankyou!!! [redacted]

Malone Construction Co. Inc.[redacted]Office [redacted] | Fax [redacted]PA031900Hi [redacted], 7/30/2015Job Info:     Mr. [redacted]   [redacted]
  [redacted]
   [redacted]This email is in response to Complaint ID #[redacted]Malone Construction Co Inc was contacted on 4/1/15 to give an estimate for two concrete pads. On 4/7/15 Malone Construction Co Inc signed a contract with the homeowner to do the work on both front and side pads at the above homeowner's residence.  Work Began 4/8/15 and was completed 4/30/15.  Upon completion of the job, the homeowner inspected the project was happy and satisfied with the completed work and final payment was made.On 7/6/15 the office of Malone Construction Co Inc received a call from the homeowner and responded to the call within five business days and addressed the complaint. The complaint was that water was entering his basement when it rained. Upon inspection of the front pad, a small gap was found that was missing caulking. The 2" space was found between the concrete slab and the exterior of the house.  Malone Construction Co Inc applied caulking to the missed spot.  Homeowner shook hands and agreed the issue was resolved.Approximately one week later, the office of Malone Construction Co Inc received a second call from homeowner. Homeowner claimed that he was still getting a drip into the basement below the front porch slab. Malone Construction Co Inc responded within five business days and found no missing caulking and no evidence of a leak. To further inspect the area of concern two pieces of siding were removed to look at the joint between the concrete pad and the exterior of house. No missing spaces of caulking were found, and the ice and water guard  material was still in place against the wall and under the threshold. Malone Construction Co Inc then added a second layer of caulking along the length of the  joint between house and concrete pad. The two pieces of wood siding were not rehung by Malone Construction Co Inc at that time with the owners understanding that the silicon caulking needed to dry before he sprayed water on the concrete slab to test for leaks.  Owner stated that was fine he would spray the concrete pad and let Malone Construction know if he found a leak. On 7/26/15 an employee of Malone Construction Co Inc received a voicemail,  stating he was going to take Malone Construction Co Inc to the magistrate if his water issue was not addressed.  Malone Construction Co Inc responded to the third call on 7/27/15.  The homeowner stated he had used a hose to spray down the porch to simulate a rain or a heavy snowfall, and that is when it leaks into the basement in the area directly under the door.  Malone Construction Co Inc then used the owner’s garden hose to simulate a heavy rainfall, spraying down the concrete pad.  Malone construction observed that  there was no pooling of water and the water was running away from the house, the pad was properly installed, the slope was correct.  Malone Construction Co Inc found no evidence of a leak. Malone Construction Co Inc then asked the homeowner to please demonstrate how he sprayed the porch. It was at that  time Malone Construction Co Inc witnessed the homeowner turn the nozzle on the hose to jet-stream while turning the hose horizontal and holding the hose feet from the exterior of the house,  proceeding to spray directly up and under the wooden front door threshold and the front door itself and also spraying one foot up the exterior wooden siding of the house. By doing this the homeowner was able to force water to go up and under the existing wooden threshold and thru the holes in the wood siding.  As the water was forced through cracks and holes in the wooden threshold, the siding and the door, it seeped through the wood and down the wall to the basement. It was explained and understood that there was nothing wrong with the installation of the concrete pads, the leak was being created by the homeowner forcing water through the failing threshold and door.The homeowner was aware that replacing the threshold was not part of the contract with Malone Construction Co Inc.  For the homeowner had previously hired another contractor to remodel his kitchen and install a new front door and threshold.  Malone Construction Co Inc offered to pull off the old threshold and add flashing, the homeowner refused the work, stating that the other contractor was scheduled to install the new front door and threshold in August. The other contractor was on site and present at the time, (remodeling the kitchen) while Malone Construction Co Inc was there on 7/27/15. The contractor came outside to the front door to look at what was going on, the contractor agreed that before the new door and threshold are installed  the threshold will need flashing, which, is what the contractor had intended to do.Malone Construction Co Inc then hung two new 36” pieces of siding that the homeowner had in his garage. The homeowner stated everything seemed fine, the door was to be installed in August by the other contractor, and he will wait and see how the winter goes.Malone Construction Co Inc fulfilled their contractual obligations to this homeowner on 4/30/15,  made three visits back to the homeowner’s residence to address homeowners concerns, and went above and beyond the contracted scope of work proposed in contract to satisfy homeowner.Sincerely,Joseph P MaloneSupervisor

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 at this time.  The Journal Star has a tendency to resolve delivery issues for a while (only after a complain has been filed with the Revdex.com), then slip back to there less than adequate service.  If this happens, I will file yet another complaint with the Revdex.com.  It seem it is the only thing they understand.

I am rejecting this response because:  I want to wait for a couple weeks before I am satisfied I will receive both...

my papers every day, on time.  I am going to ask my contact when he calls back to check on my deliveries if I am the only one getting this special delivery time.  This situation is a general topic of discussion among our retired friends and neighbors - it's not just us.  Over at least the last three months, this lack of timely delivery of our papers has changed the morning routines of many of our friends and neighbors, plus caused unnecessary anxiety and outright anger, all over not getting  a morning paper so they can get on with their lives.  Customer service phone people have a pat answer of "we're so sorry - we understand "they" are working on the problem and looking to hire more delivery people".  Some days, one of our friends in a subdivision outside the city don't ever get a paper and a lot of times it's well after Noon - that is not acceptable to anyone !  So, I will reserve my judgment for a bit and ask around to see if my neighbors and friends are getting better service - someone has to stand up and speak up against  an industry that is sorely begging for subscribers, who are generally the aging population, and yet don't have a solid plan for delivery of these daily morning papers.  Thank you for your responses and help in this ongoing situation- [redacted]

The rep had not put a stop on the Auto Pay which they should do when they are stopping an account in the future.   The account was stopped for 2/14 which was stopped when the customer called in on 2/13 regarding the Auto Payment.   There is a refund scheduled to go out this week for...

$22.03.  We called and left a message explaining this to her.

I am rejecting this response because:
Yes, I have received my paper for the last two weeks.  Yes, (I assume) my paper has been on time since it has been here when I have looked for it.  (I have contacted them to make sure my paper is place where it has been in the past - on the hooks under my mailbox.)  However, only two deliveries does not mean future deliveries will be the same.  There is no guarantee this level of service will continue.  My past experience with Journal Star indicates they will do fine for a while, but slip back into unresponsiveness to customer concerns of late/no deliveries or of following up with re-deliveries when promised.  If this level of service continues (say for a period of two months with the paper placed where it normally should be) then I will consider accepting the Journal Star's response.

The reasons for the shortening of the expire date is related to the Premium Editions published each month in the Journal Star. As of January 2017, we no longer shorten the expire date. The charge has been incorporated into the subscriber's rate. We will adjust Ms. Swanson's expire date to October...

20th to provide the full year of delivery service. Vacation credits as well as missed delivery credits were indicated on her account correctly.

Customers are given a grace period after expiration as often times payments are received after expiration date. Ms. [redacted] was not given accurate information by the solicitor. The account balance will be cleared immediately.

I am rejecting this response because:
Hello, I'm writing again on same complaint as just last week or week before. The Journal star has yet to return our money to us. Not trying to be a jerk but they have not been truthful about this. I DID call them clear back in January 2017 to stop paper and stop payments. I was told it paper delivery would end on the 22 of February and that no more payments taken out. They took payment out . I called them on 11th? and paper was stopped on 13th or 14th. I contacted the Revdex.com. The Journal Star did call my house but I was not here to answer it ( caller ID) and they did not leave message. I did receive an email from Revdex.com stating 22.50 would be returned by them last week. and still nothing. I would appreciate the Revdex.com help in this manner. Its not the 22.50, its the whole deal of them acting like I did not call in January , its the deal of them saying in the email they contacted me to tell me money would be returned and its the fact its still not returned. Thank you for your time, wendyI'd just like my money refunded. I don't even need a "pretend" call from them .

Per customer's request, please see the attached rate history. Also, price adjustments can come as a result of, but not limited to, increased costs of materials, production and transportation. The rate the subscriber cites is $4.10 per week. We will honor that rate if customer pays in advance for 52 weeks.

We spoke to the customer. Customer confirmed that service has improved. Paper is being delivered and in the proper location.

Message was left for customer to confirm timely delivery. Delivery was confirmed the previous week.

I am rejecting this response because: I do not agree to paying yearly. I will accept the offer if offered current billing options to pay for 8 weeks, or 13 weeks, or 26 weeks, or 52 weeks at $4.10 rate.

Initial Business Response /* (1000, 5, 2016/08/23) */
Subscriptions do not stop on expire. Many customers are often late in paying and get upset with the subscription being stopped for nonpayment.
We have cleared the $49.02 from [redacted]'s account.
Initial Consumer Rebuttal /* (2000,...

7, 2016/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I accept the amount removed from my account and thank you BUT I told your representatives to cancel and you continued to deliver paper and then billed me for it, I do believe there is a problem with your communication between departments.

Initial Business Response /* (1000, 5, 2015/11/02) */
Balance has been cleared from the account. As a note, there is language on the subscriber invoice regarding subscriptions not stopping upon expire. Customers must notify us to cancel. Customers can tell us to specifically stop their subscription...

on expire at the time of their order.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response- I asked the representative for Journal Star when he was at Kroger's would the subscription expire automatically- He told me, "Yes". I ask the JS to have the reps be honest with customers.

The fluctuating expiration dates are due to our premium editions. From an explanation standpoint, our premium editions are billed as a surcharge since there could be a month where one is not published. Thus, the charge shortens up your expire date. Premium Editions contains special content that...

is generally not within the scope of regular newspaper information. Extra resources are required to put together these special editions. Subscribers are notified via their renewal statements. Customer states a January expire date. In 2017, the Journal Star will incorporate premium edition pricing with the regular home delivery rate. We have adjusted the subscriber's expire date to January 15, 2017.

The rates the customer quotes are for new subscribers. These are introductory offers. The rates for subscribers will vary by account depending on a number of factors. The subscriber's rate was recently lowered by $78 for the year. The subscriber's rate was previously reduced in 2014. We can offer...

the subscriber a rate of 286 for the next year, which is what they were paying in 2012.

Customer was contacted by delivery contractor. Delivery is being verified to ensure the problems are corrected.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Really handshaking and being happy???? The porch will leak with normal washing of the porch by spraying water on it. All folks thatI know wash their porches in this manner... How else would you clean a Porch?? Joe Malone the owner did witness this and when he asked to demo this and I did and the water was just dripping.  Then he the put the hose with full spray under the door threshold and it created a water fall in the basement. again it was and is understood that once the concrete slab was replaced it would not leak water into the basement and be air tight. He stated that if was is leaking then you should not spray under the doors threshold... This was his resolve...So can you ask Malone Conrcete to contact Mother Nature not to rain on the porch maybe he has a special in with her....  Furthermore Joe Malone stated that all the slabs he replaced which are sealed in the same manner and he never had a compliant and if their are no complaints then why is this leaking?  Please note the  first detection of water was seen in the basement when the last Month was hit with heavy rains thus the hose did not play a factor in the leak in the initial findings. yes he did attach the siding... but with caulking without nails and now when you press the siding it will cave in about 3/4 of an inch and it appears to be falling off. this is not Normal.. poor workmanship....and who puts siding up without nails??? True the door will be replaced but the construction contractor can not be held responsible for poor workmanship and poor construction from Malone J L Concrete of Gibsonia.  please do not close this the siding has to reattached with nails and the leak has to be resolved so that normal washing or heavy rains will not allow water to enter the basement.  see picture attached for siding Thankyou [redacted]