I apologize for any frustration we have caused. I have coded your address so that no future starts can be processed and the balance has been eliminated.
Initial Business Response /* (1000, 5, 2015/10/08) */
I apologize for the difficulties you have had with the delivery of your newspaper. We did make a change in our distribution system which caused some temporary challenges. I thank you for your patience and will give you the credit you are...
Initial Business Response /* (1000, 5, 2015/11/13) */
This agent responsible for this area has been notified that the paper must be delivered to the door. This new agency's service did not include door delivery, but they have agreed to honor these requests for the PP and we will hold them to that...
standard. Please keep us informed if need be.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is good in theory, but the follow-through is lacking. Keeping in mind that we receive the Pioneer Press W/Th/F and Sunday, the first 3 days delivery of the paper (post Revdex.com.org intervention) is running at a 33% acceptable rate:
Fri 11/13 - Delivery to door...Perfect!
Sun 11/15 - No paper delivered, called 7377 number to request. Spoke with Cassandra, paper was delivered later in the day. Not ok.
Wed 11/17 - Rainy day, wet/rained on bag was left on driveway. Not ok.
Obviously the delivery issues are not yet addressed and I'd request that you leave this complaint open.
Thank you.
Final Business Response /* (1000, 12, 2015/12/08) */
I apologize for the poor service you have received. I will reach out to the new distributor to ensure that he has received the message and will follow through with your placement request of the Pioneer Press paper be delivered to the door, not left at the end of the driveway.
Final Consumer Response /* (2000, 29, 2016/01/25) */
The delivery issue is not fully resolved so I'd like to keep this case open.
The case was initially closed on 12-18-15 as the Pioneer Press was making a concerted effort on the issue. Unfortunately, 12-18-15 also ended up being the last day of that winning streak. All papers delivered after that date were tossed on the end of the driveway. I didn't call/email the Pioneer Press during Christmas week but started up again the following week, calling or emailing each delivery day. Phone messages were left with Cassandra [redacted] at the Call Center ([redacted]), emails went to the generic Customer Service address. Attempts were also made to call Shannon (per her earlier request) at the Delivery Hub/JPM ([redacted]) but her mailbox was full so it was not possible to leave messages. Long story short was that each delivery day I called/emailed, but that action had absolutely no impact on the delivery issue.
The Revdex.com case was reopened at my request on 01-07-16. That date marked a turning point, with most deliveries after that making it to the front door. As of today, 01-22-16, they're 7/9 so they're getting it right three-quarters of the time. On the days when the paper was thrown on the drive, I emailed the Pioneer Press Customer Support so they'd know. Everyone is very pleasant and I appreciate that, but wonder why it seemingly takes an open Revdex.com case to establish a connection between Customer Support and the Delivery contractor for the St Paul Pioneer Press? It makes no sense.
Initial Business Response /* (1000, 12, 2015/10/08) */
Mr. [redacted] was extremely vulgar in his dealings with the Pioneer Press staff. We have refunded his subscription payment and no longer wish to do business with him.
The people you have spoke to are correct in stating that our newspaper carriers are independent contractors and are responsible for their own businesses. As an act of good faith and good customer service we have authorized a check to you in the amount of $513.00 and are processing it...
immediately. If you would please send a copy of the receipt for the purchase of the snow blower and our assigned portion of the payment for our files it would be appreciated. Please send it to the Circulation Department at [redacted] St. Paul, MN 55107. I apologize for any frustration this may have caused.
Initial Business Response /* (1000, 6, 2016/01/14) */
I apologize for the poor service you have been receiving lately. I sent your complaint to our manager in charge of your delivery area to more insight in the to problem as well has a resolution. Your account will be credited for the first 2...
weeks of January due to the delivery problem.
Initial Consumer Rebuttal /* (3000, 8, 2016/01/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint was made only after several attempts to solve the problem went ignored. No reasonable person would consider me a nuisance in light of the considerable failures I endured through the Pioneer Press's incompetencies, primarily at the delivery level and secondarily at the damage control and corrections level.
In my mail yesterday, January 16 I received a continued subscription billing from the Pioneer Press. The notice date on the billing was January 1. Remittance deadline is stated to be January 20. The earliest I can get remittance in the mail will be Tuesday, January 19 due to Sunday and Martin Luther King Day wherein there is no mail delivery. The delivery address is Carol Stream, Illinois and there is no way that it will be received on time.
A notice date of 1/1/16 with a billing receipt date of 1/16/16 and deadline of 1/20/16 indicates either further incompetence or is punitive in nature. Only four days were provided for response and two of those days are without mail service.
The penalty for missing the deadline may result in lapses in delivery. Given the ridiculous time frame and my suspicion of Pioneer Press retaliatory conduct following my complaint with the Revdex.com I will reserve acceptance of the Pioneer Press response until such time as I have received uninterrupted delivery through this sudden resubscription process.
I have researched these two accounts. The first account, [redacted], has no past due balance and has been stopped since April of 2017. The second account, [redacted], has been active since October of 2017. Are you saying that you never ordered and did not receive these papers? I...
do have a record of several calls made to the phone number you provided (###-###-####) to verify the delivery of the Sunday paper, unfortunately we were never able to reach you. There was a past due balance of $71.54 that was written off. Neither of the accounts we had with you have a balance due and there is message on each that states "do not call", "no starts".
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. I do have a receipt and it was sold by a war vet at Kowalski's grocery store. Why am I being charged $6.50 or billed ???
Initial Business Response /* (1000, 8, 2015/11/13) */
It looks like the payments were being applied to the incorrect account. The payments all went to an old account, [redacted] in the name of [redacted] at [redacted] in Burnsville. The money has since been transferred to the correct...
account, [redacted]. I am sorry for the error and for the missed papers.
Initial Consumer Rebuttal /* (2000, 10, 2015/11/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 11, 2015/11/13) */
I apologize for the missing Sunday newspapers. The new delivery agent was notified of the problem and assured us the issue would be resolved. I haven't seen any missed paper complaints on the account since the end of October, I hope this...
means that thing have improved. Please let us know if this is not the case.
As an active subscriber you are not eligible for new sales offers,the order taken at Menards was invalid as you were a current subscriber. I see that your current subscription is for a Thursday+Sunday paper for $13 for 52 weeks, did you want to change it?
Upon checking this account is was an online special that began in 2014 and just recently ended. There is no money owed on the account and the $10.00 invoice is for the subscription to be continued. Account [redacted] is stopped. I apologize for the confusion.
I am rejecting this response because: this has been going on and off for years, not just now. Yes, this year has been worse than ever. Hiring a permanent carrier has never really solved this ongoing problem. It's how they communicate to the carrier [part-time / full-time] and enforce it, as to just how the paper is to be delivered.
I apologize for the newspaper start at your address. I put a stop on the paper and removed all balance owed. We have a new computer system so I verified that you are still on the do not call list and your account is flagged for no future starts.
Initial Business Response /* (1000, 5, 2016/03/01) */
I apologize for this newspaper subscription not being started yet. I have a communication to the division manager who see to it that your paper get started this week. You will not be charged until your subscription actually starts. Thank you...
I apologize for the difficulties getting through to customer service. I show a stop on your account from 1/30/16 to 4/6/16 and the total days credited of 67. Are you saying that the newspaper never stopped during your time away? The last payment we received for your account for...
$148.32 was posted on 1/7/16 for papers received 10/24/15 to 1/16/16. The expire date was slightly less due to the holiday paper charges. Please let us know if further explanation is needed .
Initial Business Response /* (1000, 5, 2015/07/02) */
We do apologize for the challenges we have experienced since our change in delivery agents and we do continue to seek further improvements all the time. I also apologize for the poor experience you had with one of our call center...
representatives, please be assured that this CSR has been spoken to about this phone call. Your account was credited for all missing newspapers.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a weak solution. They offer credit for newspapers? This is not sufficient. I had to come "out-of-pocket" to get the newspapers that they didn't deliver. This was entirely their fault and a gift card or reimbursement would be a more appropriate solution. I could not care less about getting credits. At my age, my life would probably be over before I use the credits that I have been given over the past 1 1/2 years from this company. I am so sorry I ever took this paper. They have been a nightmare. Everything from the carrier throwing an unbagged paper in my driveway in a rainstorm resulting in a wet papers on several occasions to the carrier throwing the paper completely under my vehicle many times. I use a walker and have had to call my neighbors on numerous occasions to retrieve my paper from under my SUV. Now this. No papers at all for almost 3 weeks. I ask myself how a company like this stays in business. I guess they survive off of the classified ads people take out because their delivery services are the worst I have ever seen. No this solution doesn't work for me. I want my money back for the papers I had to pay for because of their incompetence. Thank you.
Final Business Response /* (1000, 11, 2015/07/22) */
Again I do apologize for the stress and aggravation you have experienced while we attempt to get your newspaper delivered properly. I have been working with the agent responsible for the New Brighten area to find a final resolution.
Thank you for your patience.
Final Consumer Response /* (3000, 13, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the carrier is retaliating and throwing my paper 4 feet from the curb into the road. (Morris St). UNACCEPTABLE !!! Please get a grip on your carrier or my surveillance camera shots will be turned over to authorities. I consider this harassment.
We did not receive our paper on Saturday, 3/19. I contacted the PP via phone and talked with a nice representative, Tamara and she indicated our account was closed for non-payment. I explained to her our situation and she indicated that the person last year never gave us credit for making the past...
due payment. I also explained that I work, or am in transit to work during the customer service hours. She will have her manager email me to resolve the situation. She is also having the paper restarted for Monday, 3/21.
I apologize for any frustration we have caused. I have coded your address so that no future starts can be processed and the balance has been eliminated.
Initial Business Response /* (1000, 5, 2015/10/08) */
I apologize for the difficulties you have had with the delivery of your newspaper. We did make a change in our distribution system which caused some temporary challenges. I thank you for your patience and will give you the credit you are...
requesting.
Initial Consumer Rebuttal /* (2000, 6, 2015/10/08) */
I apologize for the sample newspapers and have taken steps to prevent further samples from being delivered. Thank you for your patience.
Initial Business Response /* (1000, 5, 2015/11/13) */
This agent responsible for this area has been notified that the paper must be delivered to the door. This new agency's service did not include door delivery, but they have agreed to honor these requests for the PP and we will hold them to that...
standard. Please keep us informed if need be.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is good in theory, but the follow-through is lacking. Keeping in mind that we receive the Pioneer Press W/Th/F and Sunday, the first 3 days delivery of the paper (post Revdex.com.org intervention) is running at a 33% acceptable rate:
Fri 11/13 - Delivery to door...Perfect!
Sun 11/15 - No paper delivered, called 7377 number to request. Spoke with Cassandra, paper was delivered later in the day. Not ok.
Wed 11/17 - Rainy day, wet/rained on bag was left on driveway. Not ok.
Obviously the delivery issues are not yet addressed and I'd request that you leave this complaint open.
Thank you.
Final Business Response /* (1000, 12, 2015/12/08) */
I apologize for the poor service you have received. I will reach out to the new distributor to ensure that he has received the message and will follow through with your placement request of the Pioneer Press paper be delivered to the door, not left at the end of the driveway.
Final Consumer Response /* (2000, 29, 2016/01/25) */
The delivery issue is not fully resolved so I'd like to keep this case open.
The case was initially closed on 12-18-15 as the Pioneer Press was making a concerted effort on the issue. Unfortunately, 12-18-15 also ended up being the last day of that winning streak. All papers delivered after that date were tossed on the end of the driveway. I didn't call/email the Pioneer Press during Christmas week but started up again the following week, calling or emailing each delivery day. Phone messages were left with Cassandra [redacted] at the Call Center ([redacted]), emails went to the generic Customer Service address. Attempts were also made to call Shannon (per her earlier request) at the Delivery Hub/JPM ([redacted]) but her mailbox was full so it was not possible to leave messages. Long story short was that each delivery day I called/emailed, but that action had absolutely no impact on the delivery issue.
The Revdex.com case was reopened at my request on 01-07-16. That date marked a turning point, with most deliveries after that making it to the front door. As of today, 01-22-16, they're 7/9 so they're getting it right three-quarters of the time. On the days when the paper was thrown on the drive, I emailed the Pioneer Press Customer Support so they'd know. Everyone is very pleasant and I appreciate that, but wonder why it seemingly takes an open Revdex.com case to establish a connection between Customer Support and the Delivery contractor for the St Paul Pioneer Press? It makes no sense.
Initial Business Response /* (1000, 12, 2015/10/08) */
Mr. [redacted] was extremely vulgar in his dealings with the Pioneer Press staff. We have refunded his subscription payment and no longer wish to do business with him.
I added notes to this address that state "no sample papers here ever". Please contact me if you experience any re-occurrence, ###-###-####, Sharon
The people you have spoke to are correct in stating that our newspaper carriers are independent contractors and are responsible for their own businesses. As an act of good faith and good customer service we have authorized a check to you in the amount of $513.00 and are processing it...
immediately. If you would please send a copy of the receipt for the purchase of the snow blower and our assigned portion of the payment for our files it would be appreciated. Please send it to the Circulation Department at [redacted] St. Paul, MN 55107. I apologize for any frustration this may have caused.
Initial Business Response /* (1000, 6, 2016/01/14) */
I apologize for the poor service you have been receiving lately. I sent your complaint to our manager in charge of your delivery area to more insight in the to problem as well has a resolution. Your account will be credited for the first 2...
weeks of January due to the delivery problem.
Initial Consumer Rebuttal /* (3000, 8, 2016/01/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint was made only after several attempts to solve the problem went ignored. No reasonable person would consider me a nuisance in light of the considerable failures I endured through the Pioneer Press's incompetencies, primarily at the delivery level and secondarily at the damage control and corrections level.
In my mail yesterday, January 16 I received a continued subscription billing from the Pioneer Press. The notice date on the billing was January 1. Remittance deadline is stated to be January 20. The earliest I can get remittance in the mail will be Tuesday, January 19 due to Sunday and Martin Luther King Day wherein there is no mail delivery. The delivery address is Carol Stream, Illinois and there is no way that it will be received on time.
A notice date of 1/1/16 with a billing receipt date of 1/16/16 and deadline of 1/20/16 indicates either further incompetence or is punitive in nature. Only four days were provided for response and two of those days are without mail service.
The penalty for missing the deadline may result in lapses in delivery. Given the ridiculous time frame and my suspicion of Pioneer Press retaliatory conduct following my complaint with the Revdex.com I will reserve acceptance of the Pioneer Press response until such time as I have received uninterrupted delivery through this sudden resubscription process.
I have researched these two accounts. The first account, [redacted], has no past due balance and has been stopped since April of 2017. The second account, [redacted], has been active since October of 2017. Are you saying that you never ordered and did not receive these papers? I...
do have a record of several calls made to the phone number you provided (###-###-####) to verify the delivery of the Sunday paper, unfortunately we were never able to reach you. There was a past due balance of $71.54 that was written off. Neither of the accounts we had with you have a balance due and there is message on each that states "do not call", "no starts".
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. I do have a receipt and it was sold by a war vet at Kowalski's grocery store. Why am I being charged $6.50 or billed ???
Initial Business Response /* (1000, 8, 2015/11/13) */
It looks like the payments were being applied to the incorrect account. The payments all went to an old account, [redacted] in the name of [redacted] at [redacted] in Burnsville. The money has since been transferred to the correct...
account, [redacted]. I am sorry for the error and for the missed papers.
Initial Consumer Rebuttal /* (2000, 10, 2015/11/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 11, 2015/11/13) */
I apologize for the missing Sunday newspapers. The new delivery agent was notified of the problem and assured us the issue would be resolved. I haven't seen any missed paper complaints on the account since the end of October, I hope this...
means that thing have improved. Please let us know if this is not the case.
As an active subscriber you are not eligible for new sales offers,the order taken at Menards was invalid as you were a current subscriber. I see that your current subscription is for a Thursday+Sunday paper for $13 for 52 weeks, did you want to change it?
Upon checking this account is was an online special that began in 2014 and just recently ended. There is no money owed on the account and the $10.00 invoice is for the subscription to be continued. Account [redacted] is stopped. I apologize for the confusion.
I am rejecting this response because: this has been going on and off for years, not just now. Yes, this year has been worse than ever. Hiring a permanent carrier has never really solved this ongoing problem. It's how they communicate to the carrier [part-time / full-time] and enforce it, as to just how the paper is to be delivered.
I apologize for the newspaper start at your address. I put a stop on the paper and removed all balance owed. We have a new computer system so I verified that you are still on the do not call list and your account is flagged for no future starts.
Initial Business Response /* (1000, 5, 2016/03/01) */
I apologize for this newspaper subscription not being started yet. I have a communication to the division manager who see to it that your paper get started this week. You will not be charged until your subscription actually starts. Thank you...
for letting us know.
I apologize for the difficulties getting through to customer service. I show a stop on your account from 1/30/16 to 4/6/16 and the total days credited of 67. Are you saying that the newspaper never stopped during your time away? The last payment we received for your account for...
$148.32 was posted on 1/7/16 for papers received 10/24/15 to 1/16/16. The expire date was slightly less due to the holiday paper charges. Please let us know if further explanation is needed .
Initial Business Response /* (1000, 5, 2015/07/02) */
We do apologize for the challenges we have experienced since our change in delivery agents and we do continue to seek further improvements all the time. I also apologize for the poor experience you had with one of our call center...
representatives, please be assured that this CSR has been spoken to about this phone call. Your account was credited for all missing newspapers.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a weak solution. They offer credit for newspapers? This is not sufficient. I had to come "out-of-pocket" to get the newspapers that they didn't deliver. This was entirely their fault and a gift card or reimbursement would be a more appropriate solution. I could not care less about getting credits. At my age, my life would probably be over before I use the credits that I have been given over the past 1 1/2 years from this company. I am so sorry I ever took this paper. They have been a nightmare. Everything from the carrier throwing an unbagged paper in my driveway in a rainstorm resulting in a wet papers on several occasions to the carrier throwing the paper completely under my vehicle many times. I use a walker and have had to call my neighbors on numerous occasions to retrieve my paper from under my SUV. Now this. No papers at all for almost 3 weeks. I ask myself how a company like this stays in business. I guess they survive off of the classified ads people take out because their delivery services are the worst I have ever seen. No this solution doesn't work for me. I want my money back for the papers I had to pay for because of their incompetence. Thank you.
Final Business Response /* (1000, 11, 2015/07/22) */
Again I do apologize for the stress and aggravation you have experienced while we attempt to get your newspaper delivered properly. I have been working with the agent responsible for the New Brighten area to find a final resolution.
Thank you for your patience.
Final Consumer Response /* (3000, 13, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the carrier is retaliating and throwing my paper 4 feet from the curb into the road. (Morris St). UNACCEPTABLE !!! Please get a grip on your carrier or my surveillance camera shots will be turned over to authorities. I consider this harassment.
We did not receive our paper on Saturday, 3/19. I contacted the PP via phone and talked with a nice representative, Tamara and she indicated our account was closed for non-payment. I explained to her our situation and she indicated that the person last year never gave us credit for making the past...
due payment. I also explained that I work, or am in transit to work during the customer service hours. She will have her manager email me to resolve the situation. She is also having the paper restarted for Monday, 3/21.