Pittsburgh Post-Gazette

Re: #[redacted]l am writing in regards to the complaint filed by [redacted]. The credit card charge of $56.32 has been refunded. The Post-Gazette refunded $9.75 on August 4, 2015 and the credit card company credited the customer $46.60 on September 30, 2015.if you need further assistance...

please feel free to contact me at ###-###-####.Thank you,Mary S[redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

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. 
Regards,
[redacted]

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. 
Regards,
[redacted]

Re: #[redacted] - [redacted]
I am writing in reply to the complaint filed by [redacted]. I referred Mr. [redacted]’s complaint about the continuation and sporadic delivery of the Sunday Extra product to [redacted], Circulation Operation Manager.
I apologize; I...

did not realize that after Mr. [redacted] addressed the consumers concerns, he did not respond to the complaint.
The independent contractor was informed by Mr. [redacted] at that time to cease all deliveries of the Sunday Extra product to [redacted] immediately. No further editions should have been delivered since. I apologize for the inconvenience to Mr. [redacted].
If you need further assistance please feel free to contact me at ###-###-####.
Thank you,
[redacted]
 Pittsburgh Post-Gazette
 Manager of Audience Interaction

Thanks. Re:  #[redacted] – [redacted]I am writing in regards to the complaint filed by [redacted].   The information concerning vacation credits, or the courtesy of extending a subscriber’s expiration date when the account is on a temporary hold was removed from...

thePost-Gazette’s website and renewal notices in March 2015.  In August 2016, the verbiage: Credit will not be issued for the time period while a subscription account is temporarily stopped was added to the Post-Gazette’s website and renewal notices and the practice commenced.  In an effort to further ensure that subscriber’s were aware of this change, carriers were instructed to insert a flyer into all home delivered newspapers during the period of July 28 – July 30, 2016 explaining this practice.  Subscribers that place their print subscription on a temporary hold can still access PGe during this period.  PGe is an exact replica of the printed newspaper.  We realize that this option is not suitable for everyone.  Another alternative available to subscribers is to request a vac pak.  Vac pak service has been available to subscriber for more than 20 years.  The carrier will save the newspapers while the subscriber is away and deliver them in a complete package upon their return.Although Mr. [redacted] has been a long time subscriber of the Post-Gazette and we appreciate his continued business, there are no plans at this time to change the vacation policy back; which formerly included the courtesy of extending a subscription term.  I encourage him to activate the digital portion of his subscription to enjoy the newspaper while he is away or request a vac pak to read the news upon his return.  Thank you,Mary S[redacted]Pittsburgh Post-GazetteManager of Audience Interaction

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. 
Regards,
[redacted]

Re:  #[redacted] [redacted] [redacted]
 
I am
writing in reply to the complaint filed by [redacted] [redacted].  Ms. [redacted] states that she subscribed to the Sunday paper for 1 year and decided not
to renew so she discarded the bill for renewal. 
Our records indicate...

otherwise. 
Ms. [redacted] responded to a direct mail flyer promoting home delivery
service of the Post-Gazette in 2012.
On March
8, 2012, the Post-Gazette received an order request and payment from her via US
Mail to start a Sunday home delivery print subscription at [redacted].  The account was created and the
carrier started delivery service on March 11, 2012. 
The
payment that was received with the order request paid for the first year of
delivery.  Nearing the end of that initial
term, on February 10, 2013, a renewal notice was sent to Ms. [redacted]’s
home.  When the Post-Gazette did not
receive the renewal payment by the invoice due date, calls were placed and
messages left for Ms. [redacted] to assist her in making the payment.  On May 13, 2013, a final renewal notice was
sent to Ms. [redacted].  On May 20, 2013, a
collections and renewal representative called and was able to speak with Ms.
[redacted].  The representative processed
the renewal payment for her for the next twelve month delivery term. 
On
February 9, 2014, at the end of the second subscription term, a renewal notice
was sent to Ms. [redacted].  Again, because
a payment had not been received by the invoice due date, calls were placed and
messages left for Ms. [redacted] to assist her in making the renewal payment.  On May 12, 2014, a final renewal notice was
sent to Ms. [redacted].  On June 2, 2014, due
to no response to the telephone calls, messages and invoices, the Post-Gazette
cancelled her subscription account.     
The Post-Gazette’s
renewal policy has been the same throughout the entire time Ms. [redacted] has
been a customer.  This information was on
all of the billing notices that were sent to her since 2012, as well as being
displayed on the original direct mail sales flyer Ms. [redacted] received which
initiated her subscription and on our website: 
http://www.[redacted]
The renewal
policy states that delivery and billing continue throughout a grace period,
beyond the current paid term.  Simply not
remitting payment does not immediately cancel the delivery account.  We ask that the customer notifies the
Post-Gazette when they decide they no longer wish to receive home delivery
service.  This policy information is
prominently displayed on both the front and back sides of the renewal
invoices.  It is also displayed on the
front of all direct mail pieces.    
Ms. [redacted] previously took
advantage of this grace period, and accepted deliveries past the subscription
paid term.  The Post-Gazette had no
reason to believe that she wasn’t acting in the same manner again. 
As a courtesy, I have refunded
the payment amount of $11.37 from her former subscription account and have
notified CBCS to close her account. 
If you need further
assistance please feel free to contact me at ###-###-####.
 
Thank you,
  
[redacted]
Pittsburgh Post-Gazette
Manager of Audience Interaction

Re:  #[redacted] – [redacted]  I am writing in regards to the complaint filed by [redacted].  An independent contractor services the area in which Ms. [redacted] resides.  The distributor purchases newspapers from the Post-Gazette for distribution to homes. ...

  The Post-Gazette Operations Manager has contacted this contractor and relayed Ms. [redacted]’s request to stop all deliveries to her home at [redacted].   I have also notified the telemarketing vendor to place her telephone number, ###-###-#### on their do not call list to prevent further contact concerning a new subscription.  I apologize that these matters were not previously resolved.   If you need further assistance please feel free to contact me at ###-###-####.  Thank you,   [redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

Re:  #[redacted] – [redacted]
  I am writing in regards to the complaint filed by [redacted].  An independent contractor services the area in which Mr. [redacted] resides.  The distributor purchases newspapers from the Post-Gazette for distribution to homes.   The...

distributor was delivering sample newspapers in an effort to get Mr. [redacted] to subscribe by inserting an offer card in some of the sample newspapers.  The Post-Gazette Operations Manager has contacted this contractor and relayed Mr. [redacted]’s request to permanently stop all deliveries to his home at [redacted].   I apologize that this matter was not previously resolved.  A Post-Gazette driver picked up the newspapers in March that were delivered to Mr. [redacted]’s property.      If you need further assistance please feel free to contact me at ###-###-####.   Thank you,  [redacted] Pittsburgh Post-Gazette

Re:  #[redacted] – [redacted]I am writing in reply to the consumer complaint filed by [redacted].  I apologize that her delivery service was discontinued due to a billing issue.  A billing invoice was sent to Ms. [redacted] on May 3, 2016.  We thank her for remitting...

the payment.  Ms. [redacted]s account is closed and reflects a zero balance.   If you need further assistance please feel free to contact me at 412-263-3787.   Thank you,  Mary ScafedePittsburgh Post-GazetteManager of Audience Interaction

Re: #[redacted]
I am writing in regards to the complaint filed by [redacted]. Mr. [redacted] pays for his subscription through the Post-Gazette’s EZ Pay program. The payment is charged automatically to the credit card on file in his subscription account.As of March 1, 2016,...

subscription rates changed. Subscribers in the EZ Pay program were notified via a letter sent through the US Mail. The difference in the subscription charges is due to this rate change.Mr. [redacted] has contacted the Post-Gazette customer service center in addition to filing this complaint. The customer service representative he spoke with on November 1st applied a discount to his subscription account. Future EZ Pay renewals will be at a discounted rate.I have refunded $13.00 to Mr. [redacted]. This is the difference between the amount he was charged on October 30, 2016 and the new discount rate.Mr. [redacted] should be advised though, that although there are no plans to do so at this time, this discounted rate is subject to change in the future. Should the rate change, he will be notified via a letter sent through the US Mail.If you need further assistance please feel free to contact me at ###-###-####.Thank you,Mary S[redacted] Pittsburgh Post-Gazette Manager of Audience Interaction  Thanks.

Re:  #[redacted] – [redacted] I am writing in regards to the complaint filed by [redacted].  The Post-Gazette recently installed a new circulation computer system.  All processes were not working at optimum performance at the time Ms. [redacted] contacted the Post-Gazette to...

cancel her mother’s subscription account. The change to the new circulation system slowed processing times for the customer service representatives which in turn impacted how quickly calls could be answered.  On February 6, 2015 a refund in the amount of $18.00 was processed to her VISA credit card ending in 3450.             I apologize for the delay in processing her refund request and for the inconvenience to her during a difficult time.  If you need further assistance please feel free to contact me at ###-###-####.   Thank you,  [redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

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.
 
Regards,
[redacted]

Re: #[redacted] - [redacted]I am writing in reply to the complaint filed by [redacted]. I apologize about the delay in responding to her concerns. The consumer’s request to begin a Sunday only print subscription was started on May 10, 2015. Her subscription was extended an extra week due to the...

missed delivery on May 24, 2015. Her paid subscription term will end on August 9, 2015.If you need further assistance please feel free to contact me at [redacted].Thank you,[redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

Re:  #[redacted] – [redacted]
 I am writing in reply to the complaint filed by [redacted]. The consumer’s request to cancel the subscription was processed effective August 30, 2014.  The balance of $36.30 for the subscription term ending on that same date has...

been cleared from the account. 
 If you need further assistance please feel free to contact me at ###-###-####.
 Thank you,
 [redacted]
Pittsburgh Post-Gazette
Manager of Audience Interaction

Re:  #[redacted] – [redacted]   I am writing in regards to the complaint filed by [redacted].  I apologize that the Post-Gazette Circulation web pages do not meet Mr. [redacted]’ expectations.  The Post-Gazette recently installed a new circulation computer system. The second...

phase of this upgrade includes a new interactive portal for our subscribers.  We hope to make this portal available to our subscribers this summer.  Mr. [redacted]’ payment was processed in February and EZ Pay reinstated on his account.  Mr. [redacted], thank you for continuing your subscription.  If you need further assistance please feel free to contact me at ###-###-####.  Thank you,  [redacted]
[redacted] Manager of Audience Interaction

Re:  #[redacted] – [redacted]  I am writing in regards to the complaint filed by [redacted].  An independent contractor services the area in which Mr. [redacted] resides.  The distributor purchases newspapers from the Post-Gazette for distribution to homes.   The...

distributor was delivering sample newspapers in an effort to get Mr. [redacted] to subscribe by inserting an offer card in some of the sample newspapers.  The Post-Gazette Operations Manager has contacted this contractor and relayed Mr. [redacted]’s request to permanently stop all deliveries to his home at [redacted].   I apologize that this matter was not previously resolved.   If you need further assistance please feel free to contact me at ###-###-####.  Thank you,  [redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

Review: I subscribe. for the post gazette on Dec. 22 2014 at the Pittsburgh Mills Galeria. My credit card was billed on Jan. 8,2015 . Today I have not received a paper nor have they gave credit to my card. I have contacted the post-gazette 7 times since Feb.5 2015 to resolve this problem and has received no satisfaction. It has been we will look into it.Desired Settlement: I would like my money back since the Post gazette cannot honor their delivery of there paper to my house as they had promised.

Business

Response:

Re: #[redacted]I am writing in reply to the consumer complaint filed by [redacted]. I apologize about the delay in resolving this matter.The subscription account for Mr. [redacted] is inactive. A refund was processed today in the amount of $5.15. This is the remaining credit balance on the account. Mr. [redacted] paid $33.15 on January 8, 2015 for a subscription. He received a premium item, an Entertainment Book, at the time of the sale. Orders cancelled prior to the end of the term, regardless of the reason, are subject to a reduction in the refund amount of the cost of the premium item. The value of the Entertainment Book was $28.00.We have contacted the Independent Distributor in Mr. [redacted]’s area. Should Mr. [redacted] wish to initiate another subscription, delivery can be started at no cost to him for the initial 13 week period.If you need further assistance please feel free to contact me at ###-###-####.Thank you,Mary S[redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

Review: In December 2014 I stated getting the Sunday Paper only as a gift from my daughter [redacted] who paid for my subscription online. We also gave the courier a $8.00 tip. In Feb 2015 my daughter renewed my subscription to a 7 day service and no tip was paid. Then I started getting old newspapers papers delivered to my house instead of the currents one which my daughter [redacted] reported to customer service on my behalf. Then I renewed the paper again, in June 2015 including a $5.00 tip and I've been getting no papers for weeks. So my daughter called customer service and they assured her my paper would be delivered but it wasn't. Furthermore, two neighbors across the street got their papers, but I continued to never get mine. My daughter filed a complaint with her bank [redacted] and has requested a full refund from the Post Gazette which we want refunded immediately in the amount of $56.32 for the poor delivery service I received.Desired Settlement: Full refund in the amount $56.32 because we feel the courier has retaliated against us because he didn't receive a substantial tip from me.

Business

Response:

Re: #[redacted]l am writing in regards to the complaint filed by [redacted]. The credit card charge of $56.32 has been refunded. The Post-Gazette refunded $9.75 on August 4, 2015 and the credit card company credited the customer $46.60 on September 30, 2015.if you need further assistance please feel free to contact me at ###-###-####.Thank you,Mary S[redacted] Pittsburgh Post-Gazette Manager of Audience Interaction

Review: At the beginning of 2016 my billing service was changed from paying the paper delivery person to paying the Post-Gazette. I did not find this out until late February when I realized didn't get a bill and called the paper. I was told a bill would go out. I never got a bill so I called again in April and was again told a bill would go out. Today, May 3rd there was no paper delivered so I called and was told I was on a "Stop Hold" and until the bill was paid I could not get delivery. Explained that I had called twice to get a bill and none ever came and I had no intention of giving credit card info over the phone to a company that couldn't even send me a bill. After talking to two different customer service people I asked for a manager to call me. Darryl, the manager?, called at 9:21am this morning. I explained everything above to him and he said there was nothing he could do except take my credit cared info if I wanted service again immediately. Explained to him my concern about that and that I'd have to take my business elsewhere and to make sure my bill was sent out to me and that my account had better not end up in collections. At that point he said that he could start delivery up for one week but after that it would shut off if bill not paid. At first he said that the bill would go out from Clinton office today, May 3rd, then he said it might go out on May 4th, Wednesday and then he wasn't sure when it would go out. At that, point between being told that he couldn't do anything to then 1 week of service and then the bill mailing date kept changing, I decided to end my attempt to resolve and keep their paper and I told Darryl I would be taking my business elsewhere and to make sure a bill was sent.Desired Settlement: I would like to get a bill finally, I understand it should be a little over $77.00 for three months and to make sure this does not impact my credit report. I will pay the bill immediately upon receipt as I always have in the past. I feel I went above and beyond to get this resolved and they can't even get a bill out to a customer that had been with them for decades.

Business

Response:

Re: #[redacted] – [redacted]I am writing in reply to the consumer complaint filed by [redacted]. I apologize that her delivery service was discontinued due to a billing issue. A billing invoice was sent to Ms. [redacted] on May 3, 2016. We thank her for remitting the payment. Ms. [redacted]s account is closed and reflects a zero balance. If you need further assistance please feel free to contact me at 412-263-3787. Thank you, Mary ScafedePittsburgh Post-GazetteManager of Audience Interaction

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.