Initial Business Response /* (1000, 8, 2015/12/09) */
We have had some challenges with our invoicing in the past year. When we encounter a mistake we hold off on our billing to rectify the rates then send invoices that are correct. This is the reason for the dates on the invoices being short. I...
show the current expiration date on your account to be January 10, 2016. Please let us know if this is not correct.
Initial Consumer Rebuttal /* (3000, 10, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is a great example of the issues the Pioneer Press faces with their third party servicer. On 11/19/2015 my subscription was corrected to reflect an expiration date of May 22, 2016. On December 7, 2015, I called customer service because I had not received the Sunday paper for the second week in a row 11.29 and 12.6. I was told by Guled that my expiration date is 12/27/2015. He also said he would adjust and extend my date out two weeks because I hadn't received my paper. In this example alone there are three different dates of expiration. Which one is correct?
To me , the response is very basic and does not take ownership to correct a known billing issue. This is not satisfactory and is not in the best interest of their customer.
Final Business Response /* (1000, 16, 2016/01/07) */
Contact Name and Title: [redacted], CustServMgr
Contact Phone: [redacted]
Contact Email: [redacted]@pioneerpress.com
The current expiration date on this account is 12/27/15. There are a few items that effect an expiration date: Bonus day or Holiday papers are charged at a rate equal or greater than a Sunday paper. If we have a rate increase during the year, that will also affect/shorten the expiration date. Missed papers credit an account putting the cost of that missed paper back on it. I can see on your account that the last time you paid was on May 22, 2015 $18 for 12 weeks of service. Your account has also been credited $53.25 since May for expiration date extensions and missed papers. Please let me know if further explanation is needed.
Final Consumer Response /* (3000, 18, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again the information provided is inaccurate.
If the last payment was made May 22, 2015 of 24 weeks and I received a credit of 53.25 how does this bring me to the expiration date of December 27, 2015?
It appears to me that the Pioneer Press does not want to take accountability for the discrepancies of the payment processing.
I continually receive different information when I call customer service and the bills I receive which I still have show the discrepancies.
At this point I do not know a resolution as they continue to say the same script over and over.
It's unfortunate and I hope someone is protecting consumers that encounter the billing discrepancies. I would like to cancel my subscription with the Pioneer Press. Please accept this as my cancellation.
Initial Business Response /* (1000, 8, 2016/01/07) */
I will honor this yearly subscription, the expiration date is now May 5, 2016. It looks like an error occurred with the original rate applied to the account. I apologize for the error.
Initial Consumer Rebuttal /* (2000, 10, 2016/01/08)...
*/
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been a long time customer of the pioneer press. Thank you for correcting this error that occurred with my account.
I am rejecting this response because: [redacted] complaint for St Paul Pioneer Press won't refund my money. account [redacted], they told you they processed it May 13, now 10 days and no refund. I cancelled this March 10, they lied
Initial Business Response /* (1000, 5, 2015/12/09) */
I'm sorry that you have experienced poor delivery of your newspaper. I will work with the staff to get this fixed immediately. I don't show any notes on the account regarding a property damage claim. When did this happen and has the screen...
been repaired. I can credit your newspaper account for the damage then charge the delivery person or if you can provide me with a receipt I can request a check be sent to you for the damage. Please let me know how we can best resolve the matter. Sharon, [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Contacted [redacted] on 12/10/15 via voicemail & left message with our name and phone number. Asked for her email so we could scan a copy of the letter and the screen repair bill that was previously sent to the Pioneer Press. 4 business days later and we have no response.
Newspaper continues to be delivered somewhere on driveway/lawn. Yesterday it was soaking wet from the rain and had to be tossed out. Unacceptable.
Final Consumer Response /* (2000, 25, 2016/02/11) */
Final Business Response /* (4000, 22, 2016/02/11) */
I received confirmation from The [redacted]'s that they have received their property damage reimbursement check. Again, I apologize for the long delay in that return.
Initial Business Response /* (1000, 12, 2015/11/20) */
The phone number ([redacted]) has been added to our internal do not call files and both of our telemarketing vendors have been notified to do the same. I will make sure they they comply with this request. My apologizes for the...
disturbance.
Initial Consumer Rebuttal /* (2000, 14, 2015/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 8, 2016/02/12) */
I notified the distributor who delivers in North Branch to speak to the carrier so that you are not missed moving forward. I apologize for the poor service.
Initial Consumer Rebuttal /* (2000, 10, 2016/02/16) */
Final Consumer Response /* (2000, 6, 2015/09/06) */
I received a response from the St. Paul Pioneer Press customer service stating that the carrier was contacted to resume delivery and that all missed deliveries have been credited back to my account and extended the subscription.
The agent will be hand delivering the check to the customer on January 16, 2018. He said that he mailed a check to her in the past, although it was never cashed (may have been lost), so it was going to bring the check to her personally.
I am sorry for the difficulties you encountered in cancelling your subscription. Invoices do not come to customer service, they are sent to a payment center so that message did not get through to us. I put a stop on the account effective immediately. There is a balance due of...
$85.09 of which I will cover the past month of unsuccessful attempt to contact us via email and voicemail.
I apologize for the past errors with delivery of a newspaper to your home. We have your account labeled as "DO NOT START". I do not see any subscription since the error in May, I will reach out to the carrier to be sure he is not missing someone and delivering to you by mistake.
Initial Business Response /* (1000, 5, 2015/06/19) */
We have a new distributor in your area that started on Jun 8. They have had some challenges but seem to be improving daily. I sent an escalated complaint regarding your service instructing them to verify each delivery list ensuring that you...
Initial Business Response /* (1000, 5, 2016/03/19) */
I apologize for the delay with this refund, I do not know what has happened. I requested that the check be hand issued immediately. Thank you for your patience.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/22) */
(The consumer indicated...
he/she ACCEPTED the response from the business.)
I do accept this response depending on if I actually get the refund. They have told me on numerous occasions that the check was in the mail, it should be there any day. I have talked to many different people there and heard the same thing over and over again. I would also like to know what the problem or the delay was caused by.
This is a sample subscription that started on July 28. I put an immediate stop on it and flagged the address so that there are no further samples delivered to your home.
Initial Business Response /* (1000, 5, 2015/09/04) */
I only show one newspaper subscription at your address: [redacted] in Woodbury. If the carrier is delivering 2 papers you are only being charged for 1. I am sorry for the confusion.
Initial Consumer Rebuttal /* (3000, 7,...
2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still receiving two newspapers even after I talked to the second delivery person last Sunday. He said that his manager told him to check and make sure I had a paper and to delivery one if I didn't. The problem is he just leaves it there anyway. I had two newspapers again this morning.
Every time I call customer service, they say an area manager will call me back. That is if they don't hang up on me after waiting on hold for 30 minutes. I have yet to receive a phone call from a manager. I do not want to continue to receive two newspapers every day. I fear when I put a vacation stop on that I will end up with a month of newspapers piled up on my front door and a house that has been broken into.
A simple statement listed above is not a acceptable resolution to this problem. It took 2.5 years to even get one paper and now I continue to have issues with a management that does not seem to care at all what kind of customer service they provide. I shouldn't have to call every day and waste usually 45 minutes of my time and even speak to one of the carriers delivering the paper (there are two different people delivering the two papers) and still continue to receive two papers. I make $40 per hour and for the amount of time I have spent trying to get this resolved, I'm at about $19,000 worth of my time trying to resolve this issue.
I would like them to stop delivering two newspapers every day, deliver the one newspaper I subscribe to every day on time and to the location it is expected to be, and to be compensated for my time on trying to resolve all of these issues. It would be unreasonable to ask to be reimbursed the $19,000 worth of my time I've spent trying to resolve this, I would like the next two years of my newspaper to be free given all of the problems I have had for over 2.5 years.
The Revdex.com seems to think that the Pioneer Press's vague apologies and comments are acceptable answers to what clearly are volumes of problems they have filed against them. Please actually take some action and maybe the Pioneer Press will attempt to resolve problems instead of getting away with things for years.
Final Consumer Response /* (3000, 15, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My delivery has not improved. I received two papers again this morning, October 7, 2015. This continues to be an ongoing problem. I do not have to continue to spend 30 minutes on hold to either be hung up on or told a manager will contact me, which never happens. There are now people that just answer calls and can not even address issues. The customer service and delivery issues have been worse since going to what ever new system there is.
Final Business Response /* (4000, 17, 2015/10/09) */
You are receiving 2 papers because the staff wants to make sure you get a paper. Either the staff or the carrier delivers a paper then the other comes by and delivers another. Perhaps you pick up the paper and they think you haven't received one so they leave another. I will tell them that they no longer need to double check (and leave another paper) that the paper is being delivered.
Thank you for your patience.
Initial Business Response /* (1000, 8, 2015/08/12) */
I apologize for the trouble getting your newspaper started. I see the paper was supposed to start on June 28. I have credited your account back to the start date so from today it will be active for 26 weeks of service. Please let me know if...
you have any further problems with your service, Sharon, 651-228-5157.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still having trouble with the paper on Thursday. I call and ask for it to be delivered again but it doesn't come. I don't know why it's this difficult to get to me. I had impeccable service up to a year ago when my delivery guy quit. He had it there before I got up and was there everytime for at least 5 years. I guess customer service is a thing of the past. To much expectations.
Initial Business Response /* (1000, 8, 2015/12/09) */
I sent a message to the carrier and his manager that this subscription should have started on 10/18/15 and that you have not seen any papers yet. I asked that either the paper start this week or that they let me know why it can't and to send...
the refund to you.
We will get this taken care of.
I am rejecting this response because: With all the credits for missing deliveries, there is no way that my 52 week Sunday Only subscription was going to run out near the 8/28/17 notice date on the first notice. Also, both (all) notices give no term of service. How is anyone supposed to know how long their subscription runs through? The OPT OUT is wrong. Subscribers should have to OPT IN to receive these "so called" Special Editions. I know I will NEVER subscribe to this newspaper again with its dismal customer service track record. Very disappointing!
Initial Business Response /* (1000, 5, 2015/07/02) */
This is what my research regarding account [redacted] tells me. As you state, the funds for this account ran out on 2/23/15. We did not receive communication to discontinue the subscription, which is what is required, so the subscription...
continued. I do see that a vacation stop/restart was entered through our website in March of 2015 and an automated stop occurred on May 25, 2015 for non payment.
This final bill is for papers received between 2/23/15 and 5/25/15 minus the week of vacation.
Please feel free to contact us if there is further communication regarding this situation, [redacted].
This subscription is stopped and the balance owed has been deleted. I apologize for any frustration this may have caused.
Initial Business Response /* (1000, 8, 2015/12/09) */
We have had some challenges with our invoicing in the past year. When we encounter a mistake we hold off on our billing to rectify the rates then send invoices that are correct. This is the reason for the dates on the invoices being short. I...
show the current expiration date on your account to be January 10, 2016. Please let us know if this is not correct.
Initial Consumer Rebuttal /* (3000, 10, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is a great example of the issues the Pioneer Press faces with their third party servicer. On 11/19/2015 my subscription was corrected to reflect an expiration date of May 22, 2016. On December 7, 2015, I called customer service because I had not received the Sunday paper for the second week in a row 11.29 and 12.6. I was told by Guled that my expiration date is 12/27/2015. He also said he would adjust and extend my date out two weeks because I hadn't received my paper. In this example alone there are three different dates of expiration. Which one is correct?
To me , the response is very basic and does not take ownership to correct a known billing issue. This is not satisfactory and is not in the best interest of their customer.
Final Business Response /* (1000, 16, 2016/01/07) */
Contact Name and Title: [redacted], CustServMgr
Contact Phone: [redacted]
Contact Email: [redacted]@pioneerpress.com
The current expiration date on this account is 12/27/15. There are a few items that effect an expiration date: Bonus day or Holiday papers are charged at a rate equal or greater than a Sunday paper. If we have a rate increase during the year, that will also affect/shorten the expiration date. Missed papers credit an account putting the cost of that missed paper back on it. I can see on your account that the last time you paid was on May 22, 2015 $18 for 12 weeks of service. Your account has also been credited $53.25 since May for expiration date extensions and missed papers. Please let me know if further explanation is needed.
Final Consumer Response /* (3000, 18, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again the information provided is inaccurate.
If the last payment was made May 22, 2015 of 24 weeks and I received a credit of 53.25 how does this bring me to the expiration date of December 27, 2015?
It appears to me that the Pioneer Press does not want to take accountability for the discrepancies of the payment processing.
I continually receive different information when I call customer service and the bills I receive which I still have show the discrepancies.
At this point I do not know a resolution as they continue to say the same script over and over.
It's unfortunate and I hope someone is protecting consumers that encounter the billing discrepancies. I would like to cancel my subscription with the Pioneer Press. Please accept this as my cancellation.
Initial Business Response /* (1000, 8, 2016/01/07) */
I will honor this yearly subscription, the expiration date is now May 5, 2016. It looks like an error occurred with the original rate applied to the account. I apologize for the error.
Initial Consumer Rebuttal /* (2000, 10, 2016/01/08)...
*/
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been a long time customer of the pioneer press. Thank you for correcting this error that occurred with my account.
I am rejecting this response because: [redacted] complaint for St Paul Pioneer Press won't refund my money. account [redacted], they told you they processed it May 13, now 10 days and no refund. I cancelled this March 10, they lied
Initial Business Response /* (1000, 5, 2015/12/09) */
I'm sorry that you have experienced poor delivery of your newspaper. I will work with the staff to get this fixed immediately. I don't show any notes on the account regarding a property damage claim. When did this happen and has the screen...
been repaired. I can credit your newspaper account for the damage then charge the delivery person or if you can provide me with a receipt I can request a check be sent to you for the damage. Please let me know how we can best resolve the matter. Sharon, [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Contacted [redacted] on 12/10/15 via voicemail & left message with our name and phone number. Asked for her email so we could scan a copy of the letter and the screen repair bill that was previously sent to the Pioneer Press. 4 business days later and we have no response.
Newspaper continues to be delivered somewhere on driveway/lawn. Yesterday it was soaking wet from the rain and had to be tossed out. Unacceptable.
Final Consumer Response /* (2000, 25, 2016/02/11) */
Final Business Response /* (4000, 22, 2016/02/11) */
I received confirmation from The [redacted]'s that they have received their property damage reimbursement check. Again, I apologize for the long delay in that return.
Initial Business Response /* (1000, 12, 2015/11/20) */
The phone number ([redacted]) has been added to our internal do not call files and both of our telemarketing vendors have been notified to do the same. I will make sure they they comply with this request. My apologizes for the...
disturbance.
Initial Consumer Rebuttal /* (2000, 14, 2015/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 8, 2016/02/12) */
I notified the distributor who delivers in North Branch to speak to the carrier so that you are not missed moving forward. I apologize for the poor service.
Initial Consumer Rebuttal /* (2000, 10, 2016/02/16) */
Final Consumer Response /* (2000, 6, 2015/09/06) */
I received a response from the St. Paul Pioneer Press customer service stating that the carrier was contacted to resume delivery and that all missed deliveries have been credited back to my account and extended the subscription.
The agent will be hand delivering the check to the customer on January 16, 2018. He said that he mailed a check to her in the past, although it was never cashed (may have been lost), so it was going to bring the check to her personally.
I am sorry for the difficulties you encountered in cancelling your subscription. Invoices do not come to customer service, they are sent to a payment center so that message did not get through to us. I put a stop on the account effective immediately. There is a balance due of...
$85.09 of which I will cover the past month of unsuccessful attempt to contact us via email and voicemail.
I apologize for the past errors with delivery of a newspaper to your home. We have your account labeled as "DO NOT START". I do not see any subscription since the error in May, I will reach out to the carrier to be sure he is not missing someone and delivering to you by mistake.
Initial Business Response /* (1000, 5, 2015/06/19) */
We have a new distributor in your area that started on Jun 8. They have had some challenges but seem to be improving daily. I sent an escalated complaint regarding your service instructing them to verify each delivery list ensuring that you...
are not missed moving forward.
Initial Business Response /* (1000, 5, 2016/03/19) */
I apologize for the delay with this refund, I do not know what has happened. I requested that the check be hand issued immediately. Thank you for your patience.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/22) */
(The consumer indicated...
he/she ACCEPTED the response from the business.)
I do accept this response depending on if I actually get the refund. They have told me on numerous occasions that the check was in the mail, it should be there any day. I have talked to many different people there and heard the same thing over and over again. I would also like to know what the problem or the delay was caused by.
This is a sample subscription that started on July 28. I put an immediate stop on it and flagged the address so that there are no further samples delivered to your home.
I will forward this complaint to our website people asking that you be removed from all the email lists. I apologize for the disturbance.
Initial Business Response /* (1000, 5, 2015/09/04) */
I only show one newspaper subscription at your address: [redacted] in Woodbury. If the carrier is delivering 2 papers you are only being charged for 1. I am sorry for the confusion.
Initial Consumer Rebuttal /* (3000, 7,...
2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still receiving two newspapers even after I talked to the second delivery person last Sunday. He said that his manager told him to check and make sure I had a paper and to delivery one if I didn't. The problem is he just leaves it there anyway. I had two newspapers again this morning.
Every time I call customer service, they say an area manager will call me back. That is if they don't hang up on me after waiting on hold for 30 minutes. I have yet to receive a phone call from a manager. I do not want to continue to receive two newspapers every day. I fear when I put a vacation stop on that I will end up with a month of newspapers piled up on my front door and a house that has been broken into.
A simple statement listed above is not a acceptable resolution to this problem. It took 2.5 years to even get one paper and now I continue to have issues with a management that does not seem to care at all what kind of customer service they provide. I shouldn't have to call every day and waste usually 45 minutes of my time and even speak to one of the carriers delivering the paper (there are two different people delivering the two papers) and still continue to receive two papers. I make $40 per hour and for the amount of time I have spent trying to get this resolved, I'm at about $19,000 worth of my time trying to resolve this issue.
I would like them to stop delivering two newspapers every day, deliver the one newspaper I subscribe to every day on time and to the location it is expected to be, and to be compensated for my time on trying to resolve all of these issues. It would be unreasonable to ask to be reimbursed the $19,000 worth of my time I've spent trying to resolve this, I would like the next two years of my newspaper to be free given all of the problems I have had for over 2.5 years.
The Revdex.com seems to think that the Pioneer Press's vague apologies and comments are acceptable answers to what clearly are volumes of problems they have filed against them. Please actually take some action and maybe the Pioneer Press will attempt to resolve problems instead of getting away with things for years.
Final Consumer Response /* (3000, 15, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My delivery has not improved. I received two papers again this morning, October 7, 2015. This continues to be an ongoing problem. I do not have to continue to spend 30 minutes on hold to either be hung up on or told a manager will contact me, which never happens. There are now people that just answer calls and can not even address issues. The customer service and delivery issues have been worse since going to what ever new system there is.
Final Business Response /* (4000, 17, 2015/10/09) */
You are receiving 2 papers because the staff wants to make sure you get a paper. Either the staff or the carrier delivers a paper then the other comes by and delivers another. Perhaps you pick up the paper and they think you haven't received one so they leave another. I will tell them that they no longer need to double check (and leave another paper) that the paper is being delivered.
Thank you for your patience.
Initial Business Response /* (1000, 8, 2015/08/12) */
I apologize for the trouble getting your newspaper started. I see the paper was supposed to start on June 28. I have credited your account back to the start date so from today it will be active for 26 weeks of service. Please let me know if...
you have any further problems with your service, Sharon, 651-228-5157.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still having trouble with the paper on Thursday. I call and ask for it to be delivered again but it doesn't come. I don't know why it's this difficult to get to me. I had impeccable service up to a year ago when my delivery guy quit. He had it there before I got up and was there everytime for at least 5 years. I guess customer service is a thing of the past. To much expectations.
Initial Business Response /* (1000, 8, 2015/12/09) */
I sent a message to the carrier and his manager that this subscription should have started on 10/18/15 and that you have not seen any papers yet. I asked that either the paper start this week or that they let me know why it can't and to send...
the refund to you.
We will get this taken care of.
I am rejecting this response because: With all the credits for missing deliveries, there is no way that my 52 week Sunday Only subscription was going to run out near the 8/28/17 notice date on the first notice. Also, both (all) notices give no term of service. How is anyone supposed to know how long their subscription runs through? The OPT OUT is wrong. Subscribers should have to OPT IN to receive these "so called" Special Editions. I know I will NEVER subscribe to this newspaper again with its dismal customer service track record. Very disappointing!
Initial Business Response /* (1000, 5, 2015/07/02) */
This is what my research regarding account [redacted] tells me. As you state, the funds for this account ran out on 2/23/15. We did not receive communication to discontinue the subscription, which is what is required, so the subscription...
continued. I do see that a vacation stop/restart was entered through our website in March of 2015 and an automated stop occurred on May 25, 2015 for non payment.
This final bill is for papers received between 2/23/15 and 5/25/15 minus the week of vacation.
Please feel free to contact us if there is further communication regarding this situation, [redacted].