Star Tribune Acct: # *** Dear Mr***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper deliveryWe apologize that you needed to take this to
the Revdex.com for resolution. First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription. We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date. This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers. Upon reviewing your account, we see you called the customer service center and started a 26-week, Sunday print subscription on 11/8/2015. The rep started the account and applied your credit card payment. The account indicates it was set up to be autopay renewal on your credit card. The first autopay renewal was on 5/2/16, but it was declined. After three declines, the account was changed from autopay to invoicing and the first renewal invoice was sent on 5/9/16, after the expire date. Additional renewal invoices were sent on 5/22/16, 6/12/16, and a final bill on 7/30/when delivery was stopped for nonpayment. We also tried to reach by telephone on 5/11/and 6/15/16. All invoices clearly stated that the customer needed to call to stop delivery We apologize if there was any misunderstanding regarding automatic renewal on our part when you started your subscription and for any inconvenience this caused you. As a one-time courtesy, we have written off the past due balance Thank you trying the Star Tribune. Sincerely, Arden ***Senior Vice President, Circulation
Star Tribune Acct: # *** Dear Mr***: We are in receipt of your complaint regarding continued delivery and billing of your Sunday print subscriptionWe apologize that you needed to take this to the
Revdex.com for resolution. First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription. We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date. This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers. It is part of our Terms and Conditions statement You would have accepted the above “service and billing do not automatically stop at the end of the subscription term” in the Terms and Conditions box that you checked to finalize your subscription start onlineYou stated that you did not check the box for automatic renewal. This box is specifically about automatic payment on your credit card. After reviewing your account, we see that you started a 13-week Sunday print subscription via the internet at a discounted introductory rate on 9/25/2016. Renewal invoices were sent to you on 12/4/16, 12/26/16, and 1/22/all requested that you call to stop your subscription. We also tried calling you on 1/24/17, and left a voicemail regarding your past due account. You did contact us on 1/27/17, just prior to the delivery being stopped for non-payment. We apologize if there was any misunderstanding regarding our continued delivery policy. As a one-time courtesy, the past due balance was removed from your account. Thank you for subscribing to the Star Tribune. I hope you will consider a subscription again in the future Sincerely, Arden *** Senior Vice President, Circulation
I am rejecting this response because: I want to see this is actually resolvedAs stated I subscribed before and complained numerous times, always told it would improve and I continued to not get paper so last time I just cancelled it. I need to see that the paper actually gets deliveredThis was not s one time thingMultiple subscribers are having this problem with deliveries of star tribuneSo I need to see a few weeks of actual delivery to my doorThen I can accept itThanks
Dear Ms***: We are in receipt of your complaint regarding your confrontational weekday carrier and poor daily delivery serviceWe apologize that you needed to take this to the Revdex.com for resolution. Upon review of your account, we see that you have many
complaints for late delivery during the week since April 2016. We agree that this is totally unacceptable service. There are also several notes on the account regarding the carrier ringing the doorbell, having an attitude, and wanting to explain why the paper is late. We contacted the distribution company for your area and the Director of Home Delivery Operations upon receipt of your complaint. The Distributor responded that your daily carrier’s contract had been terminated on 12/30/2016, prior to receiving your Revdex.com complaint. Unfortunately, they do not have an immediate replacement yet, so you still might receive your daily papers late until a new carrier can be contractedThe Distributor is working very hard to find additional carriers Again, our sincere apologies for the inconvenience this caused you. Thank you for bringing this to our attention and being a Star Tribune subscriber. Sincerely, Arden ***Senior Vice President, Circulation
Dear Ms***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your subscriptionWe apologize that you needed to take this to the Revdex.com for resolution. First, it is important you understand all Star
Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription. We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date. This information is also noted on all marketing communications, including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers After reviewing your account, we see that you have been a subscriber since 2011. Service was stopped per your request with the last delivery on Sunday, June 11th, after receiving Sunday newspapers past your expire date. All renewal invoices you received during your subscription years clearly stated the above policy As a one-time courtesy, we have written off the past due balance. Thank you for being a Star Tribune subscriber and we hope you will consider us again in the future Sincerely, Arden *** Senior Vice President, Circulation
Dear Mr***: We are in receipt of your complaint regarding the invoicing practices used by the Star TribuneWe apologize that you needed to take this to the Revdex.com for resolution. First, it is important you understand all Star Tribune invoices advise that service and
billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription. We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date. This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers. After reviewing your account, we see that you have been a subscriber since 2004. You have utilized the above grace period multiple times and have been stopped for non-payment before also. Your most recent Sunday print subscription expired on 1/31/16. We sent renewal invoices on 1/10/(weeks prior to expiration) and 2/14/16. Both clearly stated that the amount due paid for 1/31/until 5/1/(weeks). Because we had not received payment, the invoice dated 3/13/stated the amount due was $for the period 1/31/until 3/27/(weeks) for papers you were receiving. Your rate changed to the 8-week rate in March, because a payment had not been received or a call canceling the subscription. Delivery was stopped on 5/1/for non-payment. The amount owing for papers delivered to that date was $46.50. Since delivery stopped and there was no way to know if/when a subscription would be restarted, the subscription range could not be listed on the final invoice dated 5/1/16. This would be determined at the time of renewal and the amount paid. Copies of the invoices are enclosedAs a one-time courtesy, we have written off half of the past due balance and the account will not go to collectionsWe feel that you are well aware of our delivery and billing policies. We were clear about the dates the renewal amount would pay or the past due amount except the final bill as explained aboveSincerely, Arden *** Senior Vice President, Circulation Enclosures (4)
Star Tribune Acct: # *** Dear Ms***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your subscription and being sent to collectionsWe
apologize that you needed to take this to the Revdex.com for resolution. First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription. We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date. This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers. After reviewing your account, we see that you started a 26-week, Sunday print subscription on 11/28/via the internet at a special introductory rateYou would have been notified of the above policy and had to check an agreement box to start the subscription. You utilized the above grace period and called to indicate you were renewing and sending in a late payment with the new expire date listed as 8/28/16. Service was stopped in our system for non-payment on 11/19/2016. There is no indication of you calling or contacting us to stop delivery on the account, but the calls from you after receiving the collections notice are noted. We also discovered a systems problem on your account. The renewal invoices that should have been sent to you starting in August prior to the expire date and after are not listed on the account. We are investigating, but now believe that you were not sent the latest renewal notices. Due to the invoicing errors and as a one-time courtesy, we have written off the past due balance and pulled the account from collections. We apologize for any errors on our part and inconvenience that this issue caused you. Thank you for being a Star Tribune subscriber and hope you will consider us again in the future The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction Sincerely, Arden *** Senior Vice President, Circulation
Initial Business Response /* (1000, 5, 2015/06/30) */
Ms***,
Thank you again for taking my call todayAgain, I am so sorry for the unacceptable customer service and follow up you received regarding your carrier damage complaintAs I stated, that Distributor has been replacedI am
sending you a Visa gift card to replace your damaged plantI hope you will consider subscribing again in the futureThank you
Initial Business Response /* (1000, 6, 2015/09/30) */
Dear Mr***:
We are in receipt of your complaint to the Revdex.com regarding the continued delivery and billing past the expire date and being sent to collectionsWe apologize that you needed to take this to the RevDex.com for resolution
First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscriptionWe provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due dateThis information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, email promotions, and website solicitations for new subscribers
We believe the subscription you are referring to was delivered to *** in ChamplinUpon reviewing your account, we see that you started a 52-week Sunday print subscription on 3/2/at a low introductory rate from a kiosk vendorThe above was stated on the kiosk order formI'm very sorry that you were misinformed about delivery and billing automatically stoppingYou also received renewal invoices on 2/1/(two weeks prior to the expire date), 3/1/15, 3/29/15, and a final invoice on 5/13/15, when delivery was stopped for non-paymentYou were also left a voicemail on 4/4/regarding your past due billAll inoivces clearly indicated that subscriber needed to call to stop delivery
Because of the miscommunication by the kiosk rep and as a one-time courtesy, we have written off the past due balance and pulled it from collectionsWe are sorry for any inconvenience this has caused you
The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction
Sincerely,
Arden ***
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 8, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate your resolutionAs I told your customer service person that I spoke to, I did not get any invoice or notice from youBecause I was under the impression that this will automatically end after a year, I trashed every mail from you, taking it as sale letters to get me back
The delivery was sporadic and I have to called on several occasions with credit that did not match the missing delivery
Finally, I moved out of Champlin and some of your communication did not make it to my new addressAnyway, thank you for resolving this issue
I am rejecting this response because:Here is the letter I have written to Arden *** who has assured me that I should have received a checkMr***, I have NOT received a check from your Distributor and I am greatly distressed about the amount of time I have had to spend following up on this issue. Once again, I sent an estimate to the distributor, Josh *** for the serious damage to my stairs by one of his substitute delivery personsI was assured by Steve ***, and Josh ***, that I would be reimbursed so I went ahead with the repairsI was willing for the handiman to use the damaged wood for the repair to save money replacing all the stairs so that they would matchThe actual cost was $I sent the receipt to Josh ***I told him it was not appropriate for me to wait for him to extract the cost from his delivery person, that it was his responsibility to repay me in a timely way. My steps were damaged in SeptemberYou assure me that I have should have received a checkI have received nothing; not money, not a call, nothing. I am a 37-year, 7-day per week customerI am terribly disappointed in the Star Tribune’s response to my concernIt is after all, the Tribune’s responsibility to see that their distribution center responds appropriately See included with this letter a picture of my steps before the damage and afterI expect to receive $dollars and an apology at the very least. Sincerely, *** *** ccRevdex.com
Initial Business Response /* (1000, 5, 2015/11/03) */
Dear Mrs. [redacted]:
We are in receipt of your complaint regarding your account not being credited for missed/non-redelivered papers plus not receiving the Thursday additional day paper deliveries and being charged for them, and finally being...
sent to collections. We apologize that you needed to take this to the Revdex.com for resolution.
Upon reviewing your account, we see your subscription stopped on July 4, 2015 for non-payment, and you paid for the papers that you had received on July 16, 2015. You stated that you sent a written explanation about not paying for papers not received--missed paper complaints noted (no credit) and charges for a few Thursday additional delivery editions that you stated you never received. That left a balance owing of $13.28 on your account after the payment was applied.
First, I apologize that the issue was not handled correctly at the time of your final payment and included explanation. The balance should have been written off in July, and the account should never have gone to collections. The balance has now been written off and the account pulled from collections.
The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction.
Sincerely,
Arden [redacted]
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although the Star Tribune's subscription was stopped due to my telephonic, cancellation request because of egregious delivery problems, and not as stated in the Star Tribune's letter, I accept the Star Tribune's resolution of the matter.
Dear Mr. [redacted]: We are in receipt of your complaint regarding the ongoing delivery of Twin Cities Values (TCV) and Strib Express after requests to stop. We apologize that you needed to take this to the Better Business...
Bureau for resolution. Upon reviewing your address in our system, Strib Express was never scheduled for delivery to your address. In addition, there is a note stating “NO TCV DELIVERY” on the address. We contacted the new Distributor contracted to deliver publications in your area regarding the continued TCV delivery issue and the Verification & Quality Assurance Manager. The Distributor confirmed that your address is on no delivery lists from the Star Tribune. The Distributor additionally took the following steps starting last week to resolve the issue: Talked to the carrier to ensure that he would follow the list and make sure to have a special note not to deliver to your address in the future We believe all the appropriate steps have been taken to make sure that your address no longer receives any unwanted Star Tribune products. We are sorry for any inconvenience this has caused you. Sincerely, Arden [redacted] Senior Vice President, Circulation
Initial Business Response /* (1000, 5, 2015/08/21) */
We are in receipt of your complaint to the regarding the continued delivery/billing past the expire date. We apologize that you needed to take this to the Revdex.com for resolution.
First, it is important you understand all...
Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription. We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date. This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers.
Upon reviewing your account, we see that you started a 26-week Premium Digital subscription on 11/7/2014 at a low introductory rate from a Groupon offier. You received renewal invoices on 4/19/15 (three weeks prior to the expire date), 5/24/15, 6/28/15, and a final invoice on 8/4/15, when access was stopped for non-payment. All clearly indicated that subscriber needed to call to stop delivery.
As a one-time courtesy, we have written off the past due balance and pulled from collections.
We are sorry for any inconvenience caused by this issue.
The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I thank the business for removing all charges from my account.
However, I think their business practices are deceptive. Why would a customer read the invoice for a service they have no intention of ordering? Your practice of assuming the customer wants the service unless you receive explicit notification otherwise, puts the onus on the customer and ensures that you will receive payments from many customers who would rather not receive a subscription but choose not to fight back.
Dear Ms. [redacted]: We are in receipt of your complaint regarding several missed deliveries and failure to redeliver your Friday Star Tribune. We apologize that you needed to take this to the Revdex.com for resolution. This letter is a formal follow up to our...
communications this week regarding several weeks of missed papers. We apologize that this was not resolved with your first complaints to our customer service center. Upon receipt of the complaint last week, I immediately contacted the Distributor in your area and the Director of Home Delivery Operations. They assured me that delivery would be corrected right away. You confirmed that you were now receiving the paper. In addition to the partial credit already on your account, I made sure that you had a credit totally seven weeks for the service missed. This changed your expire date from February 7, 2018 to March 22, 2018. Thank you for your patience in getting this resolved. Again, our sincere apologies for the inconvenience this caused you. We believe the issue is resolved. Thank you for being a Star Tribune customer. Sincerely, Cindy [redacted] Executive Assistant, Circulation
Re: Revdex.com Minnesota Case No.: [redacted]
Star Tribune Acct: #...
[redacted]
Dear Ms. [redacted]:
I am replying to your complaint to the Revdex.com regarding missed deliveries of your Sunday Star Tribune. I regret that this delivery problem was not corrected more quickly.
I have received assurance from our Cambridge based distributor that this problem will be resolved with your weekend carrier. As mentioned in your letter to the Revdex.com, your account has been credited for the copies you did not receive.
I attempted to reach you by telephone yesterday. I do regret the service issues you have encountered and feel confident we will get this resolved beginning this weekend.
Thanks for being a customer of the Star Tribune – best wishes in 2018.
Sincerely,
John [redacted]
Department Administrator, Circulation
cc: [redacted], Revdex.com Minnesota and North Dakota
Mr. [redacted], After reviewed your account, I see the recent account activity:- 4/14/17: Auto credit card payment of $49.27 for 13 weeks of Premium Digital Access- 5/6/17: Account perm stopped per your call and refund of balance...
requested ($41.69)- 5/10/17: Refund processed and sent to your credit card bankDepending on your credit card company, it usually takes a few days before they post the credit to your account. You should see it shortly. Sincerely,Cynthia J [redacted]Circulation
Mr. & Mrs. [redacted], I am sorry for the change in your delivery service during the week. There is a new carrier on the route. He has expressed concern over damaging his car while driving in and especially backing out of your narrow driveway with many branches and other...
obstacles--especially in the dark with no lighting. Steve [redacted], Home Delivery Manager, also personally checked your driveway when dark and again when it was daylight. He also said that it is very difficult to back out and stay on the narrow driveway without having trees/bushes hit the car especially in the dark. We do need to consider the carriers safety and possible damage to his vehicle during delivery. Mr. [redacted] tried to visit you personally and call you to discuss the issue. At this time, the weekday carrier will not be delivering to your porch.
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.The person I talked to from the Star Tribune was very helpful and I very much appreciate the response. I am very hopeful this time that the issue will stop. Thanks,[redacted]
The $25.00 gift card promised in our letter of October 30th was sent via USPS first class mail yesterday, 10/31. It should arrive within normal first class delivery guidelines.
John [redacted] for Arden [redacted]
We will forward your issue about the free gift and specific phone conversation to the Dawn [redacted], Customer Service Manager, to pull the call and respond to you directly. You have had direct contact with the Distribution Company, so the delivery issue should be resolved.
Star Tribune Acct: # *** Dear Mr***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper deliveryWe apologize that you needed to take this to
the Revdex.com for resolution. First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription. We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date. This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers. Upon reviewing your account, we see you called the customer service center and started a 26-week, Sunday print subscription on 11/8/2015. The rep started the account and applied your credit card payment. The account indicates it was set up to be autopay renewal on your credit card. The first autopay renewal was on 5/2/16, but it was declined. After three declines, the account was changed from autopay to invoicing and the first renewal invoice was sent on 5/9/16, after the expire date. Additional renewal invoices were sent on 5/22/16, 6/12/16, and a final bill on 7/30/when delivery was stopped for nonpayment. We also tried to reach by telephone on 5/11/and 6/15/16. All invoices clearly stated that the customer needed to call to stop delivery We apologize if there was any misunderstanding regarding automatic renewal on our part when you started your subscription and for any inconvenience this caused you. As a one-time courtesy, we have written off the past due balance Thank you trying the Star Tribune. Sincerely, Arden ***Senior Vice President, Circulation
Star Tribune Acct: # *** Dear Mr***: We are in receipt of your complaint regarding continued delivery and billing of your Sunday print subscriptionWe apologize that you needed to take this to the
Revdex.com for resolution. First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription. We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date. This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers. It is part of our Terms and Conditions statement You would have accepted the above “service and billing do not automatically stop at the end of the subscription term” in the Terms and Conditions box that you checked to finalize your subscription start onlineYou stated that you did not check the box for automatic renewal. This box is specifically about automatic payment on your credit card. After reviewing your account, we see that you started a 13-week Sunday print subscription via the internet at a discounted introductory rate on 9/25/2016. Renewal invoices were sent to you on 12/4/16, 12/26/16, and 1/22/all requested that you call to stop your subscription. We also tried calling you on 1/24/17, and left a voicemail regarding your past due account. You did contact us on 1/27/17, just prior to the delivery being stopped for non-payment. We apologize if there was any misunderstanding regarding our continued delivery policy. As a one-time courtesy, the past due balance was removed from your account. Thank you for subscribing to the Star Tribune. I hope you will consider a subscription again in the future Sincerely, Arden *** Senior Vice President, Circulation
I am rejecting this response because: I want to see this is actually resolvedAs stated I subscribed before and complained numerous times, always told it would improve and I continued to not get paper so last time I just cancelled it. I need to see that the paper actually gets deliveredThis was not s one time thingMultiple subscribers are having this problem with deliveries of star tribuneSo I need to see a few weeks of actual delivery to my doorThen I can accept itThanks
Dear Ms***: We are in receipt of your complaint regarding your confrontational weekday carrier and poor daily delivery serviceWe apologize that you needed to take this to the Revdex.com for resolution. Upon review of your account, we see that you have many
complaints for late delivery during the week since April 2016. We agree that this is totally unacceptable service. There are also several notes on the account regarding the carrier ringing the doorbell, having an attitude, and wanting to explain why the paper is late. We contacted the distribution company for your area and the Director of Home Delivery Operations upon receipt of your complaint. The Distributor responded that your daily carrier’s contract had been terminated on 12/30/2016, prior to receiving your Revdex.com complaint. Unfortunately, they do not have an immediate replacement yet, so you still might receive your daily papers late until a new carrier can be contractedThe Distributor is working very hard to find additional carriers Again, our sincere apologies for the inconvenience this caused you. Thank you for bringing this to our attention and being a Star Tribune subscriber. Sincerely, Arden ***Senior Vice President, Circulation
Dear Ms***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your subscriptionWe apologize that you needed to take this to the Revdex.com for resolution. First, it is important you understand all Star
Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription. We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date. This information is also noted on all marketing communications, including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers After reviewing your account, we see that you have been a subscriber since 2011. Service was stopped per your request with the last delivery on Sunday, June 11th, after receiving Sunday newspapers past your expire date. All renewal invoices you received during your subscription years clearly stated the above policy As a one-time courtesy, we have written off the past due balance. Thank you for being a Star Tribune subscriber and we hope you will consider us again in the future Sincerely, Arden *** Senior Vice President, Circulation
Dear Mr***: We are in receipt of your complaint regarding the invoicing practices used by the Star TribuneWe apologize that you needed to take this to the Revdex.com for resolution. First, it is important you understand all Star Tribune invoices advise that service and
billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription. We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date. This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers. After reviewing your account, we see that you have been a subscriber since 2004. You have utilized the above grace period multiple times and have been stopped for non-payment before also. Your most recent Sunday print subscription expired on 1/31/16. We sent renewal invoices on 1/10/(weeks prior to expiration) and 2/14/16. Both clearly stated that the amount due paid for 1/31/until 5/1/(weeks). Because we had not received payment, the invoice dated 3/13/stated the amount due was $for the period 1/31/until 3/27/(weeks) for papers you were receiving. Your rate changed to the 8-week rate in March, because a payment had not been received or a call canceling the subscription. Delivery was stopped on 5/1/for non-payment. The amount owing for papers delivered to that date was $46.50. Since delivery stopped and there was no way to know if/when a subscription would be restarted, the subscription range could not be listed on the final invoice dated 5/1/16. This would be determined at the time of renewal and the amount paid. Copies of the invoices are enclosedAs a one-time courtesy, we have written off half of the past due balance and the account will not go to collectionsWe feel that you are well aware of our delivery and billing policies. We were clear about the dates the renewal amount would pay or the past due amount except the final bill as explained aboveSincerely, Arden *** Senior Vice President, Circulation Enclosures (4)
Star Tribune Acct: # *** Dear Ms***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your subscription and being sent to collectionsWe
apologize that you needed to take this to the Revdex.com for resolution. First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription. We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date. This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers. After reviewing your account, we see that you started a 26-week, Sunday print subscription on 11/28/via the internet at a special introductory rateYou would have been notified of the above policy and had to check an agreement box to start the subscription. You utilized the above grace period and called to indicate you were renewing and sending in a late payment with the new expire date listed as 8/28/16. Service was stopped in our system for non-payment on 11/19/2016. There is no indication of you calling or contacting us to stop delivery on the account, but the calls from you after receiving the collections notice are noted. We also discovered a systems problem on your account. The renewal invoices that should have been sent to you starting in August prior to the expire date and after are not listed on the account. We are investigating, but now believe that you were not sent the latest renewal notices. Due to the invoicing errors and as a one-time courtesy, we have written off the past due balance and pulled the account from collections. We apologize for any errors on our part and inconvenience that this issue caused you. Thank you for being a Star Tribune subscriber and hope you will consider us again in the future The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction Sincerely, Arden *** Senior Vice President, Circulation
Initial Business Response /* (1000, 5, 2015/06/30) */
Ms***,
Thank you again for taking my call todayAgain, I am so sorry for the unacceptable customer service and follow up you received regarding your carrier damage complaintAs I stated, that Distributor has been replacedI am
sending you a Visa gift card to replace your damaged plantI hope you will consider subscribing again in the futureThank you
Initial Business Response /* (1000, 6, 2015/09/30) */
Dear Mr***:
We are in receipt of your complaint to the Revdex.com regarding the continued delivery and billing past the expire date and being sent to collectionsWe apologize that you needed to take this to the RevDex.com for resolution
First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscriptionWe provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due dateThis information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, email promotions, and website solicitations for new subscribers
We believe the subscription you are referring to was delivered to *** in ChamplinUpon reviewing your account, we see that you started a 52-week Sunday print subscription on 3/2/at a low introductory rate from a kiosk vendorThe above was stated on the kiosk order formI'm very sorry that you were misinformed about delivery and billing automatically stoppingYou also received renewal invoices on 2/1/(two weeks prior to the expire date), 3/1/15, 3/29/15, and a final invoice on 5/13/15, when delivery was stopped for non-paymentYou were also left a voicemail on 4/4/regarding your past due billAll inoivces clearly indicated that subscriber needed to call to stop delivery
Because of the miscommunication by the kiosk rep and as a one-time courtesy, we have written off the past due balance and pulled it from collectionsWe are sorry for any inconvenience this has caused you
The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction
Sincerely,
Arden ***
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 8, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate your resolutionAs I told your customer service person that I spoke to, I did not get any invoice or notice from youBecause I was under the impression that this will automatically end after a year, I trashed every mail from you, taking it as sale letters to get me back
The delivery was sporadic and I have to called on several occasions with credit that did not match the missing delivery
Finally, I moved out of Champlin and some of your communication did not make it to my new addressAnyway, thank you for resolving this issue
I am rejecting this response because:Here is the letter I have written to Arden *** who has assured me that I should have received a checkMr***, I have NOT received a check from your Distributor and I am greatly distressed about the amount of time I have had to spend following up on this issue. Once again, I sent an estimate to the distributor, Josh *** for the serious damage to my stairs by one of his substitute delivery personsI was assured by Steve ***, and Josh ***, that I would be reimbursed so I went ahead with the repairsI was willing for the handiman to use the damaged wood for the repair to save money replacing all the stairs so that they would matchThe actual cost was $I sent the receipt to Josh ***I told him it was not appropriate for me to wait for him to extract the cost from his delivery person, that it was his responsibility to repay me in a timely way. My steps were damaged in SeptemberYou assure me that I have should have received a checkI have received nothing; not money, not a call, nothing. I am a 37-year, 7-day per week customerI am terribly disappointed in the Star Tribune’s response to my concernIt is after all, the Tribune’s responsibility to see that their distribution center responds appropriately See included with this letter a picture of my steps before the damage and afterI expect to receive $dollars and an apology at the very least. Sincerely, *** *** ccRevdex.com
Initial Business Response /* (1000, 5, 2015/11/03) */
Dear Mrs. [redacted]:
We are in receipt of your complaint regarding your account not being credited for missed/non-redelivered papers plus not receiving the Thursday additional day paper deliveries and being charged for them, and finally being...
sent to collections. We apologize that you needed to take this to the Revdex.com for resolution.
Upon reviewing your account, we see your subscription stopped on July 4, 2015 for non-payment, and you paid for the papers that you had received on July 16, 2015. You stated that you sent a written explanation about not paying for papers not received--missed paper complaints noted (no credit) and charges for a few Thursday additional delivery editions that you stated you never received. That left a balance owing of $13.28 on your account after the payment was applied.
First, I apologize that the issue was not handled correctly at the time of your final payment and included explanation. The balance should have been written off in July, and the account should never have gone to collections. The balance has now been written off and the account pulled from collections.
The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction.
Sincerely,
Arden [redacted]
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although the Star Tribune's subscription was stopped due to my telephonic, cancellation request because of egregious delivery problems, and not as stated in the Star Tribune's letter, I accept the Star Tribune's resolution of the matter.
Dear Mr. [redacted]: We are in receipt of your complaint regarding the ongoing delivery of Twin Cities Values (TCV) and Strib Express after requests to stop. We apologize that you needed to take this to the Better Business...
Bureau for resolution. Upon reviewing your address in our system, Strib Express was never scheduled for delivery to your address. In addition, there is a note stating “NO TCV DELIVERY” on the address. We contacted the new Distributor contracted to deliver publications in your area regarding the continued TCV delivery issue and the Verification & Quality Assurance Manager. The Distributor confirmed that your address is on no delivery lists from the Star Tribune. The Distributor additionally took the following steps starting last week to resolve the issue: Talked to the carrier to ensure that he would follow the list and make sure to have a special note not to deliver to your address in the future We believe all the appropriate steps have been taken to make sure that your address no longer receives any unwanted Star Tribune products. We are sorry for any inconvenience this has caused you. Sincerely, Arden [redacted] Senior Vice President, Circulation
Initial Business Response /* (1000, 5, 2015/08/21) */
We are in receipt of your complaint to the regarding the continued delivery/billing past the expire date. We apologize that you needed to take this to the Revdex.com for resolution.
First, it is important you understand all...
Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription. We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date. This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers.
Upon reviewing your account, we see that you started a 26-week Premium Digital subscription on 11/7/2014 at a low introductory rate from a Groupon offier. You received renewal invoices on 4/19/15 (three weeks prior to the expire date), 5/24/15, 6/28/15, and a final invoice on 8/4/15, when access was stopped for non-payment. All clearly indicated that subscriber needed to call to stop delivery.
As a one-time courtesy, we have written off the past due balance and pulled from collections.
We are sorry for any inconvenience caused by this issue.
The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I thank the business for removing all charges from my account.
However, I think their business practices are deceptive. Why would a customer read the invoice for a service they have no intention of ordering? Your practice of assuming the customer wants the service unless you receive explicit notification otherwise, puts the onus on the customer and ensures that you will receive payments from many customers who would rather not receive a subscription but choose not to fight back.
Dear Ms. [redacted]: We are in receipt of your complaint regarding several missed deliveries and failure to redeliver your Friday Star Tribune. We apologize that you needed to take this to the Revdex.com for resolution. This letter is a formal follow up to our...
communications this week regarding several weeks of missed papers. We apologize that this was not resolved with your first complaints to our customer service center. Upon receipt of the complaint last week, I immediately contacted the Distributor in your area and the Director of Home Delivery Operations. They assured me that delivery would be corrected right away. You confirmed that you were now receiving the paper. In addition to the partial credit already on your account, I made sure that you had a credit totally seven weeks for the service missed. This changed your expire date from February 7, 2018 to March 22, 2018. Thank you for your patience in getting this resolved. Again, our sincere apologies for the inconvenience this caused you. We believe the issue is resolved. Thank you for being a Star Tribune customer. Sincerely, Cindy [redacted] Executive Assistant, Circulation
January 4, 2018
[redacted]
[redacted]
Isanti, MN 55040
Re: Revdex.com Minnesota Case No.: [redacted]
Star Tribune Acct: #...
[redacted]
Dear Ms. [redacted]:
I am replying to your complaint to the Revdex.com regarding missed deliveries of your Sunday Star Tribune. I regret that this delivery problem was not corrected more quickly.
I have received assurance from our Cambridge based distributor that this problem will be resolved with your weekend carrier. As mentioned in your letter to the Revdex.com, your account has been credited for the copies you did not receive.
I attempted to reach you by telephone yesterday. I do regret the service issues you have encountered and feel confident we will get this resolved beginning this weekend.
Thanks for being a customer of the Star Tribune – best wishes in 2018.
Sincerely,
John [redacted]
Department Administrator, Circulation
cc: [redacted], Revdex.com Minnesota and North Dakota
Mr. [redacted], After reviewed your account, I see the recent account activity:- 4/14/17: Auto credit card payment of $49.27 for 13 weeks of Premium Digital Access- 5/6/17: Account perm stopped per your call and refund of balance...
requested ($41.69)- 5/10/17: Refund processed and sent to your credit card bankDepending on your credit card company, it usually takes a few days before they post the credit to your account. You should see it shortly. Sincerely,Cynthia J [redacted]Circulation
Mr. & Mrs. [redacted], I am sorry for the change in your delivery service during the week. There is a new carrier on the route. He has expressed concern over damaging his car while driving in and especially backing out of your narrow driveway with many branches and other...
obstacles--especially in the dark with no lighting. Steve [redacted], Home Delivery Manager, also personally checked your driveway when dark and again when it was daylight. He also said that it is very difficult to back out and stay on the narrow driveway without having trees/bushes hit the car especially in the dark. We do need to consider the carriers safety and possible damage to his vehicle during delivery. Mr. [redacted] tried to visit you personally and call you to discuss the issue. At this time, the weekday carrier will not be delivering to your porch.
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.The person I talked to from the Star Tribune was very helpful and I very much appreciate the response. I am very hopeful this time that the issue will stop. Thanks,[redacted]
The $25.00 gift card promised in our letter of October 30th was sent via USPS first class mail yesterday, 10/31. It should arrive within normal first class delivery guidelines.
John [redacted] for Arden [redacted]
We will forward your issue about the free gift and specific phone conversation to the Dawn [redacted], Customer Service Manager, to pull the call and respond to you directly. You have had direct contact with the Distribution Company, so the delivery issue should be resolved.