Richmond Times-Dispatch

Dec5, 2016Revdex.com case # [redacted] ***Dear Revdex.com:Our Circulation Accounting Manager, MsGina Y***, has left two messages on his voicemail for Mr [redacted] He has yet to return her calls.Her explanation is:If and when I speak to him, I will explain why he has not received his refundThe sales form specifies that if you cancel the paper, we will deduct the value of any premium There was only $left on his account and the premium value was $I also will apologize for the miscommunication from the sales rep - we do not have any free trial offersI also will refund his full $I have already put that process in place and he will be pulled into the refund batch this week I indicated to him today (on my message) that we will issue a full refund to his cardI didn't go into all the others details on the messageBut just in case he never calls me back, I wanted him to know we would be refunding his full amount.As always we take all complaints seriouslyOur business has many moving parts and involves many peopleWe continue to make every effort to satisfy all of our customers and non-subscribers as well.Sincerely,Claudia C***

Dec. 5, 2016Revdex.com case # [redacted]  [redacted]Dear Revdex.com:Our Circulation Accounting Manager, Ms. Gina Y[redacted], has left two messages on his voicemail for Mr. [redacted]. He has yet to return her...

calls.Her explanation is:If and when I speak to him, I will explain why he has not received his refund. The sales form specifies that if you cancel the paper, we will deduct the value of any premium.  There was only $9.43 left on his account and the premium value was $10. I also will apologize for the miscommunication from the sales rep - we do not have any free trial offers. I also will refund his full $18.95. I have already put that process in place and he will be pulled into the refund batch this week.  I indicated to him today (on my message) that we will issue a full refund to his card. I didn't go into all the others details on the message. But just in case he never calls me back, I wanted him to know we would be refunding his full amount.As always we take all complaints seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers and non-subscribers as well.Sincerely,Claudia C[redacted]

Review: I have called the Richmond Times Dispatch and requested that they stop delivering their free RTD HENRICO publication to my home. They have not stopped delivery. This is a huge concern for me because sometime I am away for weeks at a time and they are putting me at more risk for theft because it looks like no one is home when they build up. Lastly, I never signed up for this, and do not wish to receive it. I am also frustrated because when I call to request them to stop delivering, I am on hold for 15 minutes. This is unacceptable.Desired Settlement: Please stop delivering this paper! I do not want to receive anything from the Richmond Times Dispatch that isn't specifically signed up for.

Business

Response:

Sept. 2, 1026 Revdex.com Cast # [redacted] Revdex.com: Our Metro Home Delivery Manager Scott P[redacted] has contacted Ms. [redacted] concerning her complaint to the Revdex.com. Mr. P[redacted] assured Ms. [redacted] that delivery of RTD Henrico will be stopped. Also, he gave her his direct contact information should she need to reach him in the future. We’re sorry that Ms. [redacted] doesn’t want to take advantage of this informative publication, but we will make sure delivery is discontinued per her request. As always, we take all complaints seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers and non-subscribers as well. Sincerely, Claudia C[redacted]

Review: The Times Dispatch sends out a free paper called "RTD Henrico" or "The Henrico County Line" that is thrown on to peoples property every week. Now, my husband has called the Times Dispatch asking that they no longer throw this paper onto our property. He was told that someone would contact him back on this issue. Of course, no one ever did so he called again complaining about this paper being thrown onto our property and ask that they stop. This too fell onto deaf ears so I called. I spoke to a young women who said this would have to be escalated upstairs (what ever that means) in order for someone to take action on this matter. Needless to say, nothing ever became of this as well. Quite frankly we see this as a form of littering and DO NOT WANT THIS PAPER AT ALL and NO LONGER WANT THIS PAPER ON OUR PROPERTY AND WOULD LIKE TO SEE THIS STOPPED ASAPDesired Settlement: We request that the Times Dispatch no longer throw this paper onto our property

Business

Response:

Aug. 16, 2016 Revdex.com case # [redacted] Dear Revdex.com: Our Metro Home Delivery Manager, Scott [redacted], has reached out to Ms. [redacted] and left his contact information should she need him in the future. Mr. [redacted] has instructed the district manager, the circulation manager and the carrier for Ms. [redacted]’s house to stop delivery of our free TMC. We’re sorry that she doesn’t want to take advantage of these informative publications, but we will make sure delivery is discontinued per her request. As always, we take all complaints seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers and non-subscribers as well. Sincerely, [redacted] Tell us why here...

Review: On April 7th, I contacted RTD about a subscription. I was offered a special price of $19 for 13 weeks for a new subscription. After the initial 13 weeks, the cost of a subscription would be $39. I thought great deal and agreed. I also requested to be billed. I never received the promised bill or special. After numerous calls, CSR (customer service representative) have told me there was no such special; the special of $19 was for 5 weeks; there was a rate increase which interrupted the special; etc. During that time I paid $23 and an additional $18 with the agreement that my subscription was good through 8/26/16. I now have a bill of $18 for 4 weeks with the expiration of 7/16/16.. During my last call, the CSR didn't even talk, when I asked if anyone was there, she replied I am taking notes and someone from billing will be calling. Well, I am still waiting for the call. So for the price of $39 I received 14 weeks of newspapers. Don't know what happened to the special.Desired Settlement: I would like the initial offer of 13 weeks for $19 and subsequent 13 weeks for $39.

Business

Response:

July 14, 2016 Revdex.com case # [redacted] Dear Revdex.com: Our Circulation Accounting Manager, Ms. Gina [redacted], talked with Ms. [redacted] this morning. The [redacted]s are moving and will call Ms. Y[redacted] next week once they are settled. In the meantime, Ms. Y[redacted] explained and apologized for the error made when they were quoted a delivery price of $19 for 39 weeks. The [redacted]s’ account will get a credit of $41.75, which will pay for their newspaper delivery through Oct. 20, 2016. Ms. [redacted] was satisfied with the resolution. As always, we take all complaints from our customers very seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers. Sincerely, Claudia C[redacted]

Consumer

Response:

I appreciated the quick reply by Richmond Times Dispatch to my complaint. I believe that there was some miscommunication between both RTD and myself during the initial purchase of the RTD subscription. Gina, RTD representative, listened to my complaint and was more than gracious in the offer to remedy the situation. Gina also provided her direct number so that once we are settled in our new home, I can contact her and begin our delivery of the RTD again. More than satisfied with the time of response and the resolution.

Regards,

Review: The current pricing of Richmond Times Dispatch online delivery is $9.95 a month which company plans to enhance to $21.00 a month effective Oct.1, 2014. The company has failed to provide any justification for 211% increase in price. Online delivery involves no paper, ink and delivery expense hence no increase in cost of production. Online delivery is environment friendly as no trees are cut to make paper for newspapers. The RTD must encourage online delivery of newspaper. But it is promoting print paper as its price is lower at $19.00 per month which is $2 less than online copy.Desired Settlement: The Richmond Times Dispatch (RTD) must keep lowest price for online news delivery preferably under $10 a month. They may have separate online service for those who want inexpensive online version where they should just email scanned copy of newspaper to subscribers to be downloaded in PDF form by subscribers. This will involve no effort (labor) to RTD and thousands of new/existing customers will take advantage of this service on computers and phones. For example if they charge $8 a month, they may add about 100,000 new customers bringing them additional $800,000 without extra efforts.

Business

Response:

Thank you for forwarding [redacted] complaint to us.

We are sorry he did not contact us directly so we could have

explained to him that the $9.95 monthly Digital only fee for new subscribers is

a three-month introductory offer, as stated very clearly on the

TimesDispatch.com page. I have a copied that page and included a screen shot

for your information.

As always, we take all of the Revdex.com’s messages to us very

seriously. Our business, however, has many moving parts and involves many people.

We continue to make every effort to satisfy all of our customers.

Sincerely,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My question is why $9.95 monthly rate for introductory three months is enhanced to $21 monthly rate after introductory period without any explanation. Digital (online) paper does not involve any ink, paper or delivery cost which could enhance the price. Why there is 211% increase after Oct.1, 2014 for such environ friendly version of Richmond Times? It must be kept for ever at $9.95 monthly rate. PS: I did contact RTD editor two times on this subject but he just forwarded to another department which also never replied. This shows RTD does not want to revise pricing.

Regards,

Review: For some while now the delivery of the Richmond Times has been less than unacceptable. The paper may or may not be delivered..........the paper if delivered is thrown in the drive way and not put in the box where it has been for over 30 years. Most weekends the Saturday paper is not delivered but this weekend I got neither days paper. The fact that they take my money and do not provide a product is unacceptable. The service has never been like this before and management has been addressed numerous times. I am just fed up with it all.Desired Settlement: I am not sure what the answers may be but this is certainly now what our Great Commonwealth would be proud of. A very sad day.

Business

Response:

Nov. 20, 2013

Review: I signed up for a special offer for 13 weeks of the Sunday newspaper on February 22,2013 and have not received a paper yet. I have called the Richmond Times-dispatch newspaper at least 4 or 5 times and spoken to someone that I had not received any papers. I contacted the person who signed me up for the paper and she was supposed to check as well into why I was not getting the newspaper. The last time I talked to someone at Richmond Times-Dispatch she was going to check again on why I had not received a paper. I asked then that I be refunded for the papers as it had been 3 months since I had signed up for the special offer. I have not received a paper or a refund yetDesired Settlement: I would like for the money for the subscription be refunded

Business

Response:

June 18, 2013

Case # [redacted]

[redacted]:

Thank you for forwarding [redacted] complaint to us.

[redacted], [redacted] area, called and talked with her. Apparently, delivery was started on March 3, but the newspaper was delivered to [redacted] instead of [redacted].

In addition to a full refund of $[redacted], we will deliver the Sunday newspaper free of charge to [redacted] for one month. After that time, we will contact her to find out if she wants to continue receiving the newspaper.

We take all of the Revdex.com's messages to us very seriously. Our business has many moving parts and involves many people. In this case, we feel we've done all we can to correct the problem and hope that [redacted] is satisfied with our efforts.

Sincerely,

Review: The Richmond Times-Dispatch is the only active daily newspaper in the area. It has established a price and published that price. Unknown to anyone, even members of its own management, it has established a secret pricing structure that is based on perceived ability to pay more than the published price. This structure is applied based on a secret formula. In effect, this gouges those who it thinks can pay more without increased service or benefit. Since it is the only daily in the area, it is operating as a monopoly. This situation is unfair. Such a pricing structure might work in an area where there is competition and the product versus value could be determined. Then, a customer could choose to pay the inflated price for perceived additional value. In Richmond, this is simply price gouging. In Richmond, this is not being transparent. The stated, published price is false and misleading. The average customer who is affected must either pay or stop taking the only daily paper in the area.Desired Settlement: The Richmond Times-Dispatch should stop charging more than its published price. This secret formula and price structure is gouging the average customer and hidden from public view. It should be discontinued in the Richmond market.

Business

Response:

May 20, 2014

Dear Revdex.com:

The following is a response from [redacted], our [redacted] to [redacted]'s complaint:

Revdex.com Case# [redacted] – Richmond Times-Dispatch

I am writing to address [redacted] complaint to your office.

When [redacted] stated we have a secret pricing structure, that is not the case. I talked with the home delivery manager [redacted] spoke with ([redacted]) and what he was trying to convey is we have lots of different prices depending on the length of time a customer chooses to pay and the number of days someone receives the paper. There are different prices based on whether a customer receives the printed paper plus our digital newspaper or only our digital edition. There are also different rates in our metro Richmond area compared to the rates charged outside of the metro Richmond area where it’s more expensive to deliver. We also have one-time special introductory offers for new subscribers.

It is simply not practical to list all the various prices we have based on all the factors I have listed above.

We did in fact have a price increase for 7-day customers but this is the first one we have had in five years. We have wording on our bills that informs customers of potential price changes. That wording says, “Your new expiration date will be based on current pricing and is subject to change with any future price adjustments.”

The notice we ran in the paper stating our current rates is something we do every year and this was prior to the rate increase so these were the rates in effect at the time. Since the rates have changed, we will be running another notice in the paper with the new rates.

I am very aware that some of our customers do not wish to receive 7-day delivery so we have different delivery packages in an attempt to better fit the lifestyle and reading habits of our readers.

Since we bill our customers in advance, they have the option of paying the bill or if they feel it is more than they can afford, they can change their payment frequency to a shorter time frame or they can elect to change to a different frequency of delivery days, thus lowering the price. We recognize that one size delivery option does not fit all nor does one payment term fit for everyone.

I also will reach out to [redacted] after you have contacted him with my response. I value each and every one of our customers and want to make sure he is a satisfied customer.

Thank you.

As always, we take all of the Revdex.com's messages to us very seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers.

Sincerely,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

A portion of the response dealing with a specific conversation between the designated representative and me is paraphrased and lacks objectivity. It further demonstrates the management issue I have raised concerning the lack of customer focus.

Review: I have been a subscriber for over 4 yrs. I almost never receive a correct bill. I have written or called dozens of times; I have asked for supervisors and been assured it wouldn't happen again. I have usually been treated well, but have also been treated rudely. My paper has even been stopped incorrectly. The postage to ask for a corrected bill or the time on the phone to do the same is not inconsequential.

I am not an inveterate complainer or crackpot. I never before wrote such a letter in almost 30 years of subscribing to the Washington Post before I moved to Virginia.Desired Settlement: I would like my current bill corrected and a little more attention to everyone's future bills.

Business

Response:

Dear Ms. [redacted]:Thank you for your letter. I am sorry for the billing confusion. I

have reviewed your account and see that several changes were made. You were on

a 13-week special which automatically converted to a monthly bill after the

introductory period ended. This is how this special was set up to work and I am

sorry if this was not communicated to you. You called in and indicated you

wanted to convert back to 13 weeks but the representative accidently put you on

a 4-week rate. Currently, you are back

on a 13-week rate and this is billing you $19.50 on each invoice. This has been

the same since May 2015. It will continue to bill at $19.50 until that special

runs out (which appears to be sometime in March). Throughout the year, we delivered premium magazines with your

paper and also charged an additional amount for your Thanksgiving paper. The

way our system bills you for these premium publications is to shorten your

expiration date. This is communicated on our invoices. So, even though your

bill has consistently been $19.50 since May, it won’t cover a 13-week

period. You have the option to tell us you do not want these premium

magazines or Thanksgiving paper. If you choose to do that, please call

804-644-4181 in advance and the charges can be avoided for 2016.We do value your being a loyal subscriber. I would like to extend

your $19.50 special for an additional two terms past March. Again, it will not

extend for 6 months as a result of the premium charges, unless you decide to

opt out. Please let us know if this is a welcomed solution. Again, thank you

for your input.Sincerely, [redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I had a vacation stop that restarted June 1. I have called the Times Dispatch 7 times and sent two emails, but after two weeks I am still not getting the paper.Desired Settlement: I would to receive the daily newspaper

Business

Response:

June 17, 2015 Revdex.com case # [redacted]Mr. [redacted]Dear Revdex.com: Our Metro Circulation Manager, [redacted] and our State Circulation Manager, [redacted], have spoken with Mr. [redacted] concerning delivery of The Times-Dispatch. The [redacted] distributes The Times-Dispatch in the Barhamsvillearea. Mr. [redacted]’s carrier was contacted and delivery has been restarted. Mr. [redacted] talked with Mr. [redacted] today to confirm that the RTD had been delivered by the carrier. Mr. [redacted] seemed appreciative of the call and follow-through on his complaint.As always, we take all complaints from our customers (and non-customers) very seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers. We hope this is the case with Mr. [redacted]. Sincerely,[redacted]

Review: I have been a subscriber to the Richmond Times Dispatch/News Leader since 1964, except for 6 years in the 80s that we lived in Maryland. In recent years I have had an annual subscription. We take an international trip for 4 to 6 weeks each fall and go south for the winter in late Dec. returning early part of March. I have always placed a vacation hold when out of country or state and received credit for missed issues. Upon returning home this March I find that they no longer give you credit for issues held. I have never received notice of this change in policy and was told that it went into effect on Oct. 24, 2015, which was 6 days after I requested a vacation hold for a 43 day trip to India. This winter I had the paper held from Dec. 24 until March 6. No credit was given for any off these stops. (Why wasn't I informed of this change in policy either in writing or at least in an email?) I was told that I had the option of having the carrier hold my papers and deliver to me upon return. Can you imagine the carrier holding anywhere from 42 to 73 papers for me?? Just ridiculous. I was also told that have to pay for my cable TV when I am away because it is available just like the paper. WRONG! I had a seasonal suspension of my services with my cable company this winter while away, that also include my internet and phone which are part of my cable package. (I was able to so the same with Directv in the past). By paying for an annual subscription I feel that I had a contract with the paper based on terms and conditions at that time. They shouldn't be able to arbitrarily change the terms without giving me a chance to agree or disagree (and receive a refund if I disagreed). They broke a contract with me, a 1/2 century customer!! I want them to restore the remainder of my subscription, which I feel under contract law they are legally responsible to do., They should not be allowed to change terms and conditions in the middle of a paid subscription, but only on a renewal!Desired Settlement: Restore the remainder of my current annual subscription, giving me full credit for the vacation holds of last fall and this winter. Going forward I will abide by their new vacation hold rules and have the "lucky" carrier hold "all" my papers until I return.

Business

Response:

Revdex.com --David K[redacted] our VP for Audience Services, was unable to reach Mr. [redacted] by telephone, so wrote to him instead explaining our vacation policy (see attached letter). Mr. [redacted] will be placed on our "exceptions list" for vacation credits and has been given a credit for his most recent vacation papers. We believe this action will be satisfactory to Mr. [redacted].As always, we take all complaints from our customers very seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers.Sincerely,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business and talked by phone with them concerning the same in reference to complaint ID [redacted], and find that this resolution has been very satisfactory to me. I appreciate how quickly the business responded to my problem. They have even offered an exception to me in the future concerning one area of my concerns and if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: The company is billing me for a service that I have not accepted nor agreed to. In fact, I have previously contacted this company on multiple occasions over the past two years, including the distributor that I do not want their paper. The company has sent bills to me previously claiming a "[redacted]" at this address owed for the papers but now that they found out my name the latest bill came in my name. The company has also been using young children, 10 to 12 years old, to try and solicit subscriptions. I called the company on this issue also. The company removes any outstanding bill, they apologize for any inconvenience and then 2 or 3 months later it starts again. I think they are harassing me and trying to create a collection issue where none should ever exists.Desired Settlement: I do not want this company trying to leave papers at my door and then trying to collect from me. I am tired of this harassment.

Business

Response:

The Revdex.com
Case # [redacted] dated March 22, 2014

Dear Revdex.com:

Our [redacted], [redacted], has placed a stop on [redacted] account. The subscription was started in December 2013, and expired March 9, 2014. The subscription was solicited by a crew team member which is managed by an independent contractor. The bill she received was generated by the system automatically.

[redacted] has taken necessary steps to ensure [redacted] is not solicited or contacted in any way. Her account with a $5.64 balance due has been purged. A new subscription cannot be started at her [redacted] address or in her name without [redacted] permission.

As always, we take all of the Revdex.com's messages to us very seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers.

Sincerely,

March 31, 2014

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I would also like to note that this past week, the subscription company called my home again offering a "Sunday"only subscription. I reiterated that I have asked them numerous times not to contact me and I do not want the paper. I am copying me on this email for my record.
I will wait for the business to perform this action as stated and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].

Regards,

Review: My husband and I have complained > 12 times about the poor and inconsistent delivery services of our daily and Sunday paper delivery subscription. We've been promised call backs from managers that NEVER occur, we've been promised improvements to the delivery service that NEVER happen and we do our due diligence in paying for the service in advance and call when the paper is NOT delivered but nothing every improves. We have exhausted all the resources we know to do and still get a lot of empty promises with no improvements. As recent as today we contacted the RTD about the missing paper and spoke with [redacted] in the Dallas, TX office (who takes calls for home delivery) and was promised, once again, that a Manager or Supervisor would contact us in 24hrs. This has been the SAME PROMISE we've been given more than 10 times and we NEVER RECEIVE A CALL BACK. We continue to pay for our subscription in advance and get less than good service. Not only are papers not consistently delivered, oftentimes, when they "are" delivered they are found on the ground or in water AND WE HAVE A PAPER BOX INSTALLED that is at the end of the driveway and easily accessible from a vehicle.Desired Settlement: Not only do we want to be contacted by the business, we would like to have someone more reliable deliver our paper and if this is not possible, we would like to discontinue the subscription. We've been credited for missing papers each time we call but there are MANY instances that we could not report the missing paper (esp. on weekends) because the office closes at 9am (when we are either still asleep or at a worship service). Corrective actions from every angle are needed!

Business

Response:

Feb. 15, 2016 Dear Revdex.com: Re customer [redacted] We are terribly sorry Ms. [redacted] had so many issues with delivery of her Times-Dispatch as well as our failure to return her calls as promised. Our new Metro Home Delivery Manager, [redacted], talked with Ms. [redacted] and convinced her to give us another try. We dropped the ball, but he feels certain he can regain her trust as a customer. As always, we take all complaints from our customers very seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers. Sincerely, [redacted]

Review: We ordered home delivery of the paper, the price we were offered in October was $19 for three months of Sunday only delivery. My credit card was charged on 10/29. In Dec, my card was charged three more times totally 25.77. When I contacted the paper, I was informed that price I was offered was not an offer that they could honor and that they were adjusting the price of my subscription. When I told them to cancel, they offered me an $8 credit. They claim that it was a "training issue" and the rep that made the offer will be retrained but the offer cannot be honored, there is nothing they can do about it. I am sure that we are not the only people the offer was made to. I was never contacted before my card was charged for the adjustment to see if wanted to continue with the "new rate."Desired Settlement: I feel that I should have been contacted prior to the new rate being charged so I think that I should be refunded the charges to my card that were made without my consent. It should be more than $8. That is not acceptable.

Business

Response:

Case Number [redacted]I am very sorry for the various transactions that have been

charged to your credit card. Upon

reviewing your account, I noticed that it was not set up correctly when you

switched from Daily/Sunday to Sunday only.

Because of the change not being made correctly, your account continued

to be adjusted various amounts to keep your payment current. That is the reason for the various charges,

$2.38, $7.89 and $15.50. I also

apologize for the customer service representative not notifying the billing

department of the situation. We would

have been able to get this corrected for you immediately. Per your request, I will be refunding you

$25.77. This will leave a balance due

on your account of $17.23 which covers November 20 – January 10. I will be writing this amount off for you so

your account will reflect a zero balance.Again, I am sorry for the inconvenience and customer service

problems you experienced. Thank you for

being a loyal subscriber and I do hope you decide to come back to the

newspaper.Sincerely, [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: This complaint is in conjunction with complaint filed with Revdex.com ID #[redacted].On 5.21.2015 I called Richmond Times Dispatch customer service to lodge a complaint on the condition of the newspaper that was delivered that morning. I spoke with [redacted] who told me she would send the info to the Distribution Manager. I never received a return phone call.On 5.22.2015 I called again. Spoke with [redacted] who said the system was down and she would take the information down since she couldn't access the system. I demanded to speak with someone who was capable of handling this serious situation immediately. [redacted] finally transferred me to someone named [redacted].On 5.22.2015 I sent an email to [redacted] with pictures attached showing the destroyed condition of the newspaper that was delivered that morning. [redacted] gave me an email address of "[redacted]". She assured me someone would contact me the same day about this serious situation with the delivery of the newspaper.No one called.The afternoon of 5.22.2015 I emailed [redacted] to let her know no one had contacted me.On 5.26.2015 I emailed [redacted] again indicating no one had bothered to follow up on my complaint.No response from [redacted] to date.On 5.26.2015 I again called customer service to find out why no one had bothered to call me back concerning this serious situation. I spoke with [redacted] at 4:30 and she indicated her system was down but that she would call me back in less than 1/2 hour. I repeated what she told me and she assured me that she would call me in less than 1/2 hour. [redacted] never called back!This is absolutely unacceptable customer service! [redacted] is a contractor who handles customer service for newspapers so they are not directly affiliated with the intricacies of the paper. So [redacted] fielded my complaint and I can't even find out what happened to it from there after 5 days. Granted, it was a holiday weekend but a complaint as serious as mine should have gotten someone's attention by now.Desired Settlement: I want a manager from the Richmond Times Dispatch to call me and explain why this issue has taken so long to get resolved.I want a paper box installed next to the mail box and the newspaper shall be place in the paper box and not in the US Postal service mail box.

Business

Response:

May 29, 2015 Revdex.com case # [redacted]Ms. [redacted]

[redacted]Dear Revdex.com:Our State Circulation Manager, [redacted], spoke with Ms. [redacted] Wednesday evening, May 27. After a lengthy discussion, Mr. [redacted] assured Ms. [redacted] that her complaints would be addressed immediately (wrinkled papers, poor delivery, poor customer service) and resolved.The carrier for this customer’s area has terminated his agreement with The Times-Dispatch and will not deliver our newspaper after Sunday, May 31. Also, Ms. [redacted] will receive a credit on her account for a week’s worth of newspapers.At the end of their conversation, Ms. [redacted] seemed happy and was very appreciative of the call from Mr. [redacted].As always, we take all complaints from our customers (and non-customers!) very seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers. We hope this is the case with Ms. [redacted].Sincerely,[redacted]cc: [redacted], [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: signed up for Sunday paper at [redacted], sales person said I could cancel anytime, felt sorry for sales person so signed up anyway, decided after about 2 weeks that I did not want the paper, so called the number for the paper, after about 10 minutes of selecting different numbers I finally got to talk to a person, she ask me a lot of questions and tried to convince me to not cancel, finally I got her to cancel the paper [i thought], I have gotten the paper for the past 3 Sundays and yesterday I got another bill from the paper[i paid the first one], I thought I cancelled but evidently not, now I guess I will need to call the paper back to cancel again or maybe send them a certified letter to cancelDesired Settlement: stop delivering the sunday paper, do not send another bill, I do not plan on paying the one I just received

Consumer

Response:

I talked with the person with the Times Dispatch this morning and he will take care of canceling the paper, thanks for your help

Review: I signed up for a subscription of Richmond Times. Within two weeks some young men came by selling another subscription of RTD. So now I have paid for two subscriptions for 26 weeks but have received paper on two or three time. I have nor received a paper in a month of Sundays. I have called numerous time and only get a recording but no responseDesired Settlement: fulfill their obligation for the full 26 weeks or return the money.

Business

Response:

Our [redacted], [redacted], has called [redacted] and left him messages, but customer has not returned calls to [redacted].

We have no record of his $26 payment; no record of calls on June 1 or June 8. [redacted] paid $12.87 in April which paid his account through May 17, 2014. A stop was entered on May 18 that delivery was "not ordered," and there has been no activity on his account since that date.

[redacted] will continue to try to contact [redacted] to discuss his complaint.

As always, we take all of the Revdex.com's messages to us very seriously. Our business has many moving parts and involves many people. We continue to make every effort to satisfy all of our customers.

Thank you.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: Account No: [redacted]

On October 22, 2015, I called in and made a debit card payment in the amount of $52.74. The following week, I received a letter stating that my payment had not been received and that it would be turned over to collections if not received. I checked my bank and also my paper account and there was nothing stating that the payment was credited. Assuming that there had been an issue, I sent in a check for $29.53 to cover the past due amount and was going to cancel my paper. I checked my account again and saw that the payment of $52.74 had been posted to the account so I called customer service to stop the check from being processed and returned to me. On 11/3/15, the check was sent to my bank and returned and I was charged $25.00 returned check fee by my bank. I again called customer service and was told that a message was being sent to billing advising of the issue and I would be contacted. On 11/6/15 the check was sent through again causing me another $25.00 in return check fees. I have placed several calls and have not gotten any returned calls or answers. I am requesting to be reimbursed the $50.00 returned check fees that would never have occurred if my initial request was honored before the check was initially sent to my bank.

I have sent 2 letters to them and I have never received a response from them.Desired Settlement: I expect them to refund me money that I incurred because they tried to process a check that they were informed not to.

Business

Response:

Case Number [redacted]We are very sorry for the confusion surrounding the check

you had sent us and put a stop payment on. Our system does not permit us to stop a

payment after the check has been mailed to us.

Therefore, it was processed and returned to your bank when the stop

payment came through. We did send you a

refund, since the system could not stop the deposit. This refund was for $29.53 and was sent to

you on November 16, 2015. It was check

number [redacted] and according to our system, it was cashed on November 20,

2015. In addition to this money being

refunded back to you, we will issue you a second refund for the $50.00 that

your bank has charged you. We also

charged you $30.00 for a returned check fee (charge applied to your newspaper

account). I will reverse this charge

for you.Again I am sorry for all the confusion and thank you for

being a loyal subscriber.Sincerely, [redacted]Circulation Accounting ManagerRichmond Times Dispatch

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The customer contacted Revdex.com and said that no credit/reversal of the stated fees have yet been received from Richmond Times Dispatch.

Business

Response:

Revdex.com spoke with the business. At this time the business's records indicate the customer has cashed the check mentioned in this complaint.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: When my subscription to the Richmond Times Dispatch ended in March of 2015 I did not renew it because I knew I would soon be moving. I had also been dissatisfied with the 'thinning' of the paper in terms of the amount of coverage it provided and had had delivery problems intermittently. I noticed that the paper was delivered after the ending date of the subscription and called the Times Dispatch about it as a courtesy. I was not able to get through their phone menu to contact anyone, however. Within about ten days or two weeks a sales person from the paper called me to ask why I had not resubscribed and I told him I would be moving. After he pressed me further to resubscribe, I ended the conversation. He said nothing about any charge for the papers delivered after the end of the subscription, which I told him about and still thought had been delivered in error, and I was never billed for them. On May 18th of 2015 I received a collection agency notice for $16.95. I repeat, the Richmond Times Dispatch did not bill me even once before turning this claim over to a collections agency. I am asking the Revdex.com to request that the Richmond Times Dispatch drop this unfounded claim against me. Thank you in advance for your assistance.Desired Settlement: Stop all collection attempts on this alleged bill and stop contacting me.

Consumer

Response:

This morning I received a call from the Richmond Times Dispatch apologizing for the handling of this matter and promising to tell the collections agency to stop trying to collect the $16.95.