Reno Gazette-Journal

Just received a letter from Reno Gazette that they are increasing my monthly Sunday ONLY subscription by 54%! No reason given. I can subscribe to several magazines for a year for that price! Absolute robbery! Hung up after 40 min waiting to speak to someone. Their online Chat is also busy (40+ min) and their stop/resume delivery function was not working. To top it off you can't even cancel your subscription online. You have to call their Customer Service. Oh wait...what customer service?

Newspaper delivery to start Oct 1, 2015. Paid by check when billed $24.00. To date I have never received a newspaper,I have called numerous times and each time I am told they are so very sorry. And the problem is solved. They then assure me I will have a paper the following morning. This has been going on for weeks now. I was also told that a supervisor will be contacting me. The last person I spoke with was a woman named[redacted] this past Monday, December 14, 2015. Again she looked up my account, was extremely apologetic and assured me that I would have a newspaper delivered in the morning, today, December 15, 2015. Again no paper. I paid $24.00 the first of November and now 6 weeks later I still have not received a newspaper. Desired SettlementI want my newspaper!!!!Business Response Contact Name and Title: [redacted]-Circ SupContact Phone:[redacted]Contact Email: [redacted]I apologize for the poor service you have received. The NV Appeal makes our deliveries for us in your area. They have assured us you will not be missed going forward. Per our phone conversation I have applied a month's worth of credit to your account. If for some reason you are missed again please feel free to contact me directly. Thank you.

I was on a billing cycle with the Reno Gazette Journal for Sunday delivery of 4 newspapers, which they automatically took the payment out of my checking account. For my April payment they took the funds out of my account, but put the payment into another customer's account. They called me and told me that I did not make the payment. I went to the bank and they faxed my checking account statement showing they took the funds out. A few weeks later they called and told me they found the error and they were going to correct it. At that time I also changed my service to 1 Sunday paper instead of 4 newspapers. A few days later I got a refund check from Gannett for $38.40.I cashed the check. The next day I got another phone call from the RGJ again and they said my account was still delinquent. I told them about the phone call and refund check. [redacted] said, "Oh that was our mistake, it should have been credited to your account. You still owe $19.28." I told her I would go make the payment in person at the RGJ building. On 5/27/16, I made a payment of $19.28 and I have the receipt. Later in the day I got another call stating I was still late with a payment. I called them back and told I paid earlier in the day. The gal on the phone said it probably didn't get processed yet. Yesterday, 6/2/16, I got another robo-phone call stating that my account is still delinquent and service will stop if I don't call back in 24 hours!I now feel that this is harassment! I called back the first person I talked to you and left a message on her phone stating what had transpired and I did tell her on the message that I am reporting them to you, the Revdex.com. I am supposed to be billed $4.30/ month on the 10th of the month per the gal that I gave my cash payment to. The account I was given regarding this matter is GJ199418. I have saved all voicemails from all the people I talked to on the phone, I have the stub from the refund, and I have the receipt of the cash payment.Product_Or_Service: Newspaper subscription Account_Number: [redacted]Desired SettlementI want them to take the delinquency off, I don't want it going against my credit report, I want them to continue to take my payment out of my checking account for $4.30/ month effective June 10th, and I want them to stop calling me and harassing me for payment when I already paid! If they are unable to do this, then I will cancel my subscription.Business Response Contact Name and Title: [redacted] Circ SupContact Phone: 775-788-6267Contact Email: [redacted]Hello,I apologize for the poor service you have received. I called and talked to [redacted]. I let him know we do not report anything to the credit agencies and there is no current balance due on your account. The payment for $19.28 posted to the account on 6/1. I have requested both phone numbers listed above to be removed from our call lists. This might take a few days. I confirmed we have you down for 1 copy. Please feel free to contact me directly if you have any future questions or concerns. Thank you. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I just want to thank the Revdex.com for their quick assistance with the problem I had with the RGJ. You responded and submitted my complaint within hours of my email and the RGJ responded back before the end of the business day.The matter has currently been orally settled. I will wait to see if they correctly bill me in the next few days and so far I have not received any more robo calls incorrectly stating my account is delinquent.I have told many of my friends and family of your quick response and assistance! Thanks again for helping the consumers in the Reno/Sparks area!

The paper renewed my subscription for one year without my giving them the right to do so. I stopped the service the day I saw the charge come through on my credit card statement. They stopped the service the day after I cancelled the service. I have called 3 times and have waited weeks for the refund. No refund. Just get the run around on the phone. Horrible way to run a business. [redacted]Desired SettlementI just need a refund on the amount they charged me. Business Response Contact Name and Title: [redacted] Circ SupContact Phone: [redacted]Contact Email: [redacted]Hello,After reviewing your account I show the refund was processed today. You should see a credit for $137.93 back to your card within a few days.I apologize that it took so long for that to process. Please let me know if I can be of further assistance.Thank you.[redacted]

Reno Gazette-Journal handles billing and home delivery of the [redacted] Leader Courier which comes out once a week. I sent them in my annual subscription of $52 on August 3 and since have only received the papers once. I have tried dealing with them on the internet via live chat and am getting promises of delivery, but still not getting papers delivered. They refer me to an 800 phone number about getting a refund and canceling my subscription, but you need a whole lot of free time if you call that number.Product_Or_Service: Leader/Courier weekly newspaperDesired SettlementSince getting delivery seems to be all promises and not happening I'd like my subscription cancelled and money refunded.Business Response Contact Name and Title: [redacted] Circ SupContact Phone: 775-788-6267Contact Email: [email protected] have talked to the customer and he has decided to keep his subscription going as long as we can get him the paper. I have worked with the district manager to ensure delivery. I will be applying a two week credit to the customer's account while we work with the carrier to correct this issue. Thank you.

I subscribed on a 3 month special: Wednesday and Sunday for a flat $14 on Oct. 15, 2014. On Nov 11, 2014 they withdrew another 8.19 from my account. When I inquired as to why they said there had been a change of rates. I pointed out I was on a 3 month special--even though they said with the 8.19 I was paid to Dec. 14. They finally agreed they had made a mistake and would return the money to my account and it would take 5 to 7 days.(That was on Nov 13). I called back after a week since the money was not returned to my account. At that time I cancelled the other two months of my subscription and told them to return my money. They said I was not entitled to any money back because it was a special. I pointed out they had violated the contract so, whether or not that was their policy, I am entitled to my money back.Today is Nov 25, I have not gotten the 8.19 back and I have not gotten anything else back. I want my money back and I want people to know how unethical they are.Desired SettlementI want my money back and I want an apology.Business Response Our records indicate the customer signed up at our kiosk location for a 3 for 1 promotion meaning you pay for 1 month and get 2 free. No refunds are usually sent on our 3 for 1 promotions. Since there was a set up error and we did charge the customer $8.19 in error we did request for that to be refunded. That refund request was entered on 11/14. It typically takes up to 7-10 business days for refunds to process. The $8.19 refund should be fully processed by Friday 11/28, but due to the Thanksgiving holiday it may be delayed. We record all of our customer calls for quality assurance so I will review with the customer service representative and have them coached on the timing for refunds as it takes up to 7-10 business days not 5-7 days. As a courtesy to our customer I have requested the original promotion rate of $14 be refunded in addition to the $8.19. I would also like to apologize to the customer for the inconvenience and frustration this has caused. Thank you.Consumer Response Today is December 17th. I did receive the $8.19 but have not yet received the $14.00 refund they said they would return. It has been 21 days since they said they would return it.Business Response Hello,I spoke to our accounting department and they confirmed the refund had not been processed. They have assured me the refund will be processed today. I apologize for the delay. Please let me know if you do not see that refund by Monday 12/22/14. Thank you.