Dear Mr. [redacted]: We are in receipt of your complaint regarding continued late delivery during the week and unsatisfactory follow up. We apologize that you needed to take this to the Revdex.com for resolution. I am writing as a follow up to our Director of Home...
Delivery Jeff [redacted]’s call and conversation with you on Friday, June 3rd after researching the issue with the Distributor for your area. As he discussed with you, your current carrier has been on the route for a year and a half and has not missed a single day. Your address is located over 20 miles from the depot and is at the end of the route. There is no reasonable or logical way to restructure the route without adding a considerable amount of time and miles to it. The Distributor is working on contracting more carriers, so some of the larger, longer routes can be split; thus getting earlier papers to more customers. They will also work on getting this route out a little earlier to get it closer to deadline for you and customers at the end of the route. I understand that you told Jeff that you would be okay if delivery was by 6:30 A.M. during the week. We appreciate your understanding and patience while we work on resolving the issue to your satisfaction. Thank you for being a loyal, long-time Star Tribune subscriber. Sincerely, Arden [redacted] Senior Vice President, Circulation
Star Tribune Acct: # [redacted] Dear Mr. [redacted]: We are in receipt of your complaint regarding the continued access and billing past the expire date of your digital subscription. 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. After reviewing your account, we see that you started a 4-week, Premium Digital subscription on 11/27/15 via the internet at a special introductory rate. When indicating payment type, you would have had to check credit card and also check renewal. During the final step, you would have been notified of the above policy and had to check an agreement box to start the subscription. The account shows one 13-week renewal and cc payment. The next renewal invoices were sent to you on 3/27/16, 4/10/16, 5/15/16, and a final invoice on 6/24/16 when service was stopped in our system for non-payment all requesting that you call to stop delivery. It’s also noted that we tried to call you on 5/19/16 regarding your account. We are sorry if there was any misunderstanding regarding the terms you checked online. As a one-courtesy, we wrote off the past due balance. We apologize for any inconvenience that this issue 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 [redacted] Senior Vice President, Circulation
Initial Business Response /* (1000, 5, 2015/12/15) */
Dear Ms. [redacted]:
We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your Premium Digital subscription and access problems during the subscription. 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 you started a 52-week, Premium Digital subscription on 9/29/14 via the internet from an email offer at a low introductory rate with an expire date of 9/28/15. You would have read and accepted the subscription conditions that stated delivery and billing continued after the expire date. We sent renewal invoices on 9/13/15 (two weeks prior to the expire date), 10/18/15, and 11/22/15. We also tried to contact you by telephone on 11/24/15 and left a voicemail regarding your account. All invoices clearly stated that the customer needed to call to stop delivery.
Lisa [redacted], Director of Circulation Systems, researched your account to make sure that your account was set up correctly and that the e-Edition (replica) and unlimited digital access at StarTribune.com was linked, which it was. The only thought about your problems with unlimited access on StarTribune.com was that you might not have been logged into your account. We are very sorry that you were not given the helped needed to resolve any problems.
We have written off the past due balance. We would also like to offer you six months of complimentary Premium Digital Access, with a perm stop date, so there is no issue of being billed after your six months. We want you to have the full benefit of the service you originally ordered. If you would like accept our offer, you can contact my assistant Cindy [redacted] at [redacted] or Lisa [redacted] at [redacted].
Again, we are very sorry of the problems that you experienced. Thank you trying Star Tribune digital access.
Sincerely,
Arden [redacted]
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept at the business's response in order to formally close this complaint, but I also would encourage the Star Tribune to revisit and reconsider it's troubling invoicing and billing tactics, as I have separately indicated to the representatives I have communicated with since submitting this Revdex.com complaint.
In addition, to the extent the Star Tribune keeps records of invoices that are "returned to sender" as undeliverable, I would suggest that those records be consulted with respect to my account. The county changed our house address in the summer of 2015, and a large percentage of our mail has been returned to sender as undeliverable, as well as been mis-delivered to the apartment located next door since that time. Indeed, mail delivery issues such as this are a primary example with respect to why the Star Tribune's practice of invoicing customers for a subscription after its expiration date is problematic and concerning, particularly for unsophisticated consumers.
Lastly, I was abroad when the Star Tribune left a voicemail on 11/24/15 and did not receive the message until my return to Minnesota in December, at which point I contacted the company promptly to confirm non-renewal of my subscription.
To the extent the company is noting these various mailing and message dates in its response to my Revdex.com complaint as a basis for justifying its practice of invoicing me after my subscription period ended, I take issue with that position.
Dear Ms. [redacted]: Perhaps some background as to why we changed our vacation policy may better help you understand why we implemented this change. Written communication was sent to all subscribers using vacation holds in October 2014, prior to the policy change. Each and every week the...
Star Tribune processes more than 6,300 vacation stops and a like amount of vacation restarts. With each stop, numerous departments in the Company are impacted. This includes the call center, the production department, and Fleet transportation personnel. This also creates a big strain on our carriers and increases variances in their route lists every day. The continuance of billing for the first seven days of a vacation stop is a “processing fee” to cover the costs of having to stop and restart so many accounts each and every week. Interestingly, about 75% of our subscribers do not stop their paper for vacation during any given year. That means the almost 13,000 vacation stops and restarts we get each week are coming from only 25% of our subscribers, some of which stop and restart their subscription many times each year. Taking these effects into consideration, we felt this program change seemed fairer than passing on a price increase to all of our subscribers to cover the cost for vacation stops and restarts. Finally, most major metropolitan newspapers have changed their vacation policy to one of no credit for any stopped vacation days; we drew the line at 7 days for each stop believing that this was an appropriate charge for the handling of a vacation stop. We reviewed your account and found that you rarely have a vacation stop. As a one-time courtesy, we have credited your account for the one Sunday paper that you stopped. I hope this additional explanation at least helps you understand why we made this change. Sincerely, Arden [redacted] Senior Vice President, Circulation
Mr. [redacted]: First our apologies for not responding within 10 days. Several people have been out of the office. Your subscription account has been credited for the $1.57 as requested and will be refunded back to your credit card in the next few days. Also, a formal letter will be...
sent to you regarding the issue, resolution, and our apologies. The Customer Service Manager will be made aware of the issues you noted regarding your calls to our customer service center and will coach and deal with the appropriate people. We will also copy the Revdex.com with the formal letter. Thank you for bringing this to our attention.
Initial Business Response /* (1000, 8, 2015/08/14) */
Mr. [redacted], the owner of the Distribution Company in this customer's area, was contacted by our customer service rep, Dawn [redacted], and Cindy [redacted] regarding Ms. [redacted]'s mother's delivery. Mr. [redacted] assured Cindy [redacted] on two occasions after...
the Revdex.com complaint was filed and once before, that he would make sure this address received the paper at the door or between the doors.
After reviewing the account, there have been no more complaints registered since 7/26/15. This indicates the placement issue was resolved to the satisfaction of the subscriber. If this is not correct we need to know.
With the high volume of calls we have had lately, we are trying to assist as many people as possible to resolve all their issues. Sometimes this means that we do not get to timely callbacks. We apologize that Ms. [redacted] did not feel we took her mother's need seriously. We have several emails and calls that show that we did.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since I was lied to for over 2 months and my many calls were totally ignored for several weeks, I would like to see the actual documentation of contacts that they say they have. I don't understand how a company takes two months to resolve a relatively simple problem if they are really trying to do so. They are either lying or totally inept. I think it is reasonable on my part to be skeptical after receiving so many promises from so many people for months, and NOTHING being done until I contacted the Revdex.com. If I hadn't, I believe that my mother would still not receive her paper properly and my calls would still be ignored. My mother's paper has been delivered, as promised only for the last two Sundays, after I contacted the Revdex.com. However, after what my mother has been put through these past few months, I don't trust the Star Tribune. If her paper is not between her doors, I will consider it not to be delivered to her. The statement that they have such a high volume of calls does not pass the smell test. I left so many messages over a couple of weeks, and not one person could find the few minutes to call me to tell me they were working on it, if they really were. Their statement that they took this situation seriously is a flat out lie, as they did nothing until I filed with the Revdex.com. I will be monitoring this closely and I will not cut this company any slack in the future. My mother has been through hell these past five years with 11 hospitalizations and 5 surgeries and she deserves to have her life made easier, not harder. I personally wish she did not enjoy reading the paper so much, but she does. However, some of her friends and family have discontinued their delivery service because they are so disgusted with the manner in which this has been handled.
Final Consumer Response /* (3000, 16, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The person representing the Star Tribune just makes this situation worse with each response. I would have accepted their original response if only they had taken responsibility for their lack of action on the delivery issue for over two months. I really find no excuse for making promises to me about how they would resolve this issue, and then having nothing happen week after week. It is impossible to believe that they did anything until they were contacted by the Revdex.com. This seems especially true since they continually fail to provide any documentation to prove anything was done. The statement that the respondent is being "lied about" cannot stand. I have been truthful in every aspect of this complaint, from the beginning and it has been the Star Tribune representatives lying to me each week by telling me they would resolve the situation and then not doing so. As a former manager, I have a reasonable idea of how long a situation like this should take to resolve. If this has taken "hours", the person saying that is either lying or is totally ineffective. This would have been so easily resolved by the Star Tribune taking responsibility for their failures and apologizing rather than trying to frame themselves as "victims'. Also, this is the first time that I have been told this is beyond normal service. I think this complaint should be forwarded to the manager of the person responding to show how these responses make the situation worse. I would have wanted to know if someone working for me was responding to issues in such an ineffectual manner. Perhaps if situations were resolved more quickly, without customers having to file with the Revdex.com before any action being taken, and if representatives of the Star Tribune would apologize and take responsibility for their failures, they wouldn't have so many cases to handle.
Final Business Response /* (1000, 14, 2015/08/28) */
The delivery issue is resolved to the best of our knowledge. We are utilizing our time resolving other customer issues. Service between the doors is beyond normal service, but we try to accommodate the elderly and disabled with special service. Personally, I now feel lied about, since I've devoted hours to the complaint also--calls, emails, Revdex.com responses, and research. I now have to focus on other customer issues.
Mr. [redacted], We continue to work with the Distributor to figure out what the issue is with your delivery. We are very sorry for all these issues. We have your address listed as: [redacted] STILLWATER MN 55082-6743 Would you please confirm that this is correct. I don’t know why there would be any issues with the restart. Thanks for your response.
Initial Business Response /* (1000, 5, 2015/09/02) */
State Fair ticket request was honored even with future start by Circulation Marketing Dept. Tickets were mailed via 1st Class and personally dropped off at the main Minneapolis USPS on Monday, 8/31/15, by the Director of Consumer Marketing. ...
This was resolved before receiving the Revdex.com Complaint, which was just opened today.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Before I accept this response, I want to have them respond via this form so I have it in writing that my account has been extended through July 31, 2016. I was told by the Manager on August 28th that she would do this but I would like it in writing as I no longer trust the Star Tribune's promises.
Final Business Response /* (4000, 9, 2015/09/11) */
Since the State Fair Tickets were mailed to you, your account will not be credited for $26.00 and your expiration date will not be extended beyond the original 26 weeks. We made an exception sending you the tickets for a subscription that had not started yet. That was the $26.00 value that the rep was going to give you in lieu of the tickets, but the tickets had been sent.
Re: MN Revdex.com Complaint: [redacted]
Star Tribune Acct: # [redacted]
Dear Ms....
[redacted]:
We have received your complaint regarding missed deliveries and redeliveries of the Star Tribune the week of March 4th. I regret the poor communication and inconvenience you and your neighbors have encountered recently.
I have been in touch with our South Minneapolis distributor, Kent [redacted], who acknowledged these service issues in your area. Kent’s number is ###-###-####. It’s true that we have been hard hit by greater than usual carrier turnover in 55417 and adjacent zip codes since the first of the year. He will do take all possible steps to resume reliable delivery as quickly as possible. I have also asked that he call you to discuss the timetable for improvement.
My sincere apology for the inconvenience this caused you. Your account has been credited for two weeks of additional service in the amount of $18.66. We appreciate your patience during this difficult, but temporary period.
We do appreciate and thank you for being a Star Tribune customer.
Sincerely,
John [redacted]
Department Administrator, Circulation
cc: [redacted], Revdex.com of MN
Kent [redacted], Agent for Star Tribune
Initial Business Response /* (1000, 5, 2015/11/24) */
Dear Ms. [redacted]:
We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper delivery especially after you called to make sure that it didn't go beyond the expire date. We apologize...
that you needed to take this to the Revdex.com for resolution.
Upon reviewing your account, we see you started a 26-week, Sunday print subscription plus 7-day digital subscription on 3/26/2015 from a Kiosk vendor offer at a low introductory rate with an expire date of 9/24/2015. We sent four renewal invoices, but you stated you talked to someone in August and told them that you wanted to stop at the expire date and asked if you needed to do anything more. You understood from the rep that you did not and it would stop. Your account was not stopped at the expire date, and we are very sorry for the mistake on our part.
The past due amount was removed from your account after your conversation with one of our customer service reps on 11/22/2015. It was already taken resolved.
Again, I'm sorry that we did not stop delivery on the expire date per your request. Thank you trying the Star Tribune.
Sincerely,
Arden [redacted]
Senior Vice President, Circulation
Dear Mr. [redacted]: Perhaps some background as to why we recently changed our vacation policy may better help you understand why we implemented this change. Each and every week the Star Tribune processes more than 6,300 vacation stops and a like...
amount of vacation restarts. With each stop, numerous departments in the Company are impacted. This includes the call center, the production department, and Fleet transportation personnel. This also creates a big strain on our carriers and increases variances in their route lists every day. The continuance of billing for the first seven days of a vacation stop is a “processing fee” to cover the costs of having to stop and restart so many accounts each and every week. I am certain that if you disconnected your cable TV service for a vacation period, they would most assuredly charge a “reactivation fee” upon your return. The same would be true for your power company, your telephone service, etc. About 75% of our subscribers do not stop their paper for vacation during any given year. That means the almost 13,000 vacation stops and restarts we get each week are coming from only 25% of our subscribers, some of which stop and restart their subscription many times each year. Taking these effects into consideration, we felt this program change seemed fairer than passing on a price increase to all of our subscribers to cover the cost for vacation stops and restarts. Finally, most major metropolitan newspapers have changed their vacation policy to one of no credit for any stopped vacation days; we drew the line at 7 days for each stop believing that this was an appropriate charge for the handling of a vacation stop. I hope this additional explanation at least helps you understand why we made this change. Thank you for being a Star Tribune subscriber. Sincerely, Arden [redacted] SVP Circulation
Initial Business Response /* (1000, 5, 2015/06/30) */
We are in receipt of your complaint to the Revdex.com for continued credit card autopayments after you said tht you called to cancel your subscription three months ago. First, we're sorry that you had to take your complaint to the Revdex.com for...
resolution.
Upon review of your account, we see that you have been a customer since 2008, but started 4-week credit card autopayments on 10/23/14. There are two notes on your account on 2/23/15, that you called about stopping but were offered two weeks credit if you continued. Your account was credited for 2 weeks of delivery. Your prior autopayment was 2/12/15 and your next autopayment was 3/26/15, then continued on 4/23/15, 5/21/15, and 6/18/15. The next communication (after February) from you is noted on 6/23/15, when you called demanding 3 months refund and yelling about fraud. There are no calls in March requesting the subscription be stopped or in April, May, or early June. You also didn't call regarding the credit card charges that were on your statement every month, or complain about still receiving the paper. I'm sorry there was any miscommunication or misunderstanding, but we did not know based on looking at your account that you wanted to stop. Your subscription was stopped on 6/25/2015 (as soon as possible after your call), billing changed from autopay to invoice, a refund for the account balance requested, and the refund processed on 6/30/2015.
We did not intend to commit fraud or commit fraud against you. There is no communications or indication on your account in the last four months that you stopped or planned to stop your subscription.
Dear Mr. [redacted]:
We are in receipt of your complaint regarding a price increase without notification and charge to your credit card after you had requested you subscription stop at expire. We apologize that you needed to take this to the Revdex.com for resolution.
First, our...
apology for not responding to the complaint sooner. We have experienced problems receiving Revdex.com complaints since their upgrade in March. Thank you for bringing this to our attention. In researching the complaint, we see that your started a Premium Digital Access subscription on 11/16/2015 via the internet. You accepted a 4-week introductory offer at $0.99. Your credit card was charged the $0.99. During your subscription start, you chose autopay on the credit card that you entered. Also, you would have been had to accept the statements outlining that access and billing continued after the intro term and that prices would go to basic rates after the intro term.
The account notes your call on 12/19/2015 regarding the $38.87 credit card charge for 13 weeks of Premium Digital Access. The rep entered a perm stop effective 3/14/2016 at the end of the 13-week term. Unfortunately, the rep did not stop the credit card autopay and change it to an invoiced account. Because of this error, your credit card was charged $49.27 on 3/7/2016 (7 days prior to the account stop, which is our normal autopay procedure). You should have received a card in the mail notifying you of the price increase approximately 30 days prior to the increase. You may not have paid attention, since you knew that you had already stopped the subscription at the end of the term.
Your subscription stopped on 3/14/2016 as planned. A full refund of $49.27 was issued back to your credit card on 3/25/2016. The rep will be coached on the important step of stopping the credit card autopay on accounts.
We believe the issue is now resolved. Again, we are sorry for any concern or inconvenience this has caused you.
Sincerely,
Arden [redacted] Senior Vice President, Circulation
[redacted] M [redacted]
[redacted]
Richfield, MN 55423
Re: MN Revdex.com Complaint: [redacted]
Star Tribune...
Acct: # [redacted]
Dear Ms. [redacted]:
We have received your complaint regarding missed deliveries and of the Star Tribune this past week. I regret that we were unable to remedy this delivery problem more quickly.
I have been in touch with our Richfield distributor who acknowledged these service issues in your area. It’s true that we have been hard hit by greater than usual carrier turnover in 55423 since the first of the year. He will do take all possible steps to resume reliable delivery as quickly as possible. I have also asked that he call you to discuss the timetable for improvement.
My sincere apology for the inconvenience this caused you. Your account has been credited for two weeks of additional service. We appreciate your patience during this difficult but temporary period.
I do appreciate and thank you for being a Star Tribune customer.
Sincerely,
John [redacted]
Department Administrator, Circulation
Star Tribune Acct: # [redacted] Dear Mr. [redacted]: We are in receipt of your complaint regarding the approach we have used in communicating the introduction of our new quarterly Sunday Magazine and the opt-out...
process. We apologize that you needed to take this to the Revdex.com for resolution. I am sorry that you disagree with this method, but I want to assure you that we have gone to great extent to communicate to all of our subscribers that this magazine was coming and how they could opt out if they chose to do so. We have sent out post cards, emails, and included notices on our billing invoices, spending tens of thousands of dollars to reduce the likelihood someone might inadvertently end up paying for this if they did not want it. I am glad to see that this approach was effective with many people, including you. Your account has been tagged appropriately so that you are not charged for it. Please be aware that you might get a copy of this magazine in your newspaper, as we will be sampling some subscribers who opted out in hopes that they may reconsider their decision. But rest assured, that even though you might receive the Sunday Magazine, your account will not be charged. Because of higher call volume experienced in our call center, the wait times were much longer than normal for a few days. I apologize for the time and inconvenience this may have caused you. Thank you for being a long-time Star Tribune subscriber. Sincerely, Arden [redacted] Senior Vice President, Circulation
Thank you for your timely response. I have read in the lease
under section 14 that “A request
for repairs shall be deemed a waiver of notice to enter”. However the line right before it, that you skipped, says this will
occur “after 24 hours’ notice”. There was never any given time posted
when maintenance would be showing up, they just arrived at my apartment. Also,
if I had known that asking for a new key would be considered a maintenance
request I would have gladly made it clear for a third time that I do not give
permission for anyone to enter. I am really not sure why someone wouldn’t need
permission to enter my apartment especially if I do not know when the key will
be returned, what time of day, and how. Showing up to someone’s apartment
without letting them know that you will be stopping by and simply using a spare
key to enter is not convenient but completely invasive and unsettling. I am
very disturbed by these events because I do not know the next time Buckeye Real
Estate will just come into my apartment if I do not answer the door fast enough.
I just need to know if Buckeye Real Estate has to follow the Ohio Tenant/Landlord
Laws which state that a 24 hours’ notice must be given or it must be an
emergency. Fixing a stove and returning a mailbox key are certainly not
emergencies in my opinion.
Initial Business Response /* (1000, 5, 2015/06/09) */
Mr. [redacted],
Thank you for speaking with me today. As we discussed, I am writing off the past due amount and pulling the account from collections. I am following up with the Kiosk company about where your cash payment went and the...
Distributor regarding you not receiving more than 2 issues of the paper.
As agreed, I am sending you a gift card to reimburse you for the cash payment that you made.
I'm sorry for the poor customer service, but wish you had called us to let us know what was going on with your subscription. We could have resolved it much sooner.
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.
Re: Revdex.com ID [redacted]
Star Tribune Acct: # [redacted]
Dear Mr....
Berger:
We are in receipt of your complaint regarding continued delivery and billing beyond the original expiration date of your subscription.
Star Tribune invoices do advise customers that service and billing do not automatically stop at the end of the subscription term and state that subscribers should contact the Star Tribune if they wish to stop service. Prior to your renewal date of 9/4/2017, we forwarded an invoice containing this information. We sent 2 subsequent invoices to you on 9/24 and 10/29 which alerted you to your continuing service. We provide this grace period as a courtesy to our print and digital subscribers to prevent an unwanted interruption in service should payment be received after the due date.
This said, we do appreciate you being a subscriber and regret that you have chosen to stop service. Misunderstanding of this policy does occur at times and we trust that you intended to stop service upon the expiration date.
As a one-time courtesy, we have written off the past due balance of $34.46. The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about any adverse impact on your credit rating as a result.
We appreciate you trying our Star Tribune digital service and hope you will consider subscribing again in the near future.
Sincerely,
John [redacted]
Department Administrator, Circulation
June 14, 2017 [redacted] St Paul, MN 55106 Re: Revdex.com Case No: [redacted] Dear Ms. [redacted]: We are in receipt of your complaint...
regarding the ongoing delivery of Twin Cities Values (TCV) after multiple requests to stop. We apologize that you needed to take this to the Revdex.com for resolution. Upon reviewing your address in our system, we contacted the 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 not on the TCV delivery list from the Star Tribune. The Distributor additionally took the following step 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 were taken to ensure 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
Dear Mr. [redacted]: We are in receipt of your complaint regarding continued late delivery during the week and unsatisfactory follow up. We apologize that you needed to take this to the Revdex.com for resolution. I am writing as a follow up to our Director of Home...
Delivery Jeff [redacted]’s call and conversation with you on Friday, June 3rd after researching the issue with the Distributor for your area. As he discussed with you, your current carrier has been on the route for a year and a half and has not missed a single day. Your address is located over 20 miles from the depot and is at the end of the route. There is no reasonable or logical way to restructure the route without adding a considerable amount of time and miles to it. The Distributor is working on contracting more carriers, so some of the larger, longer routes can be split; thus getting earlier papers to more customers. They will also work on getting this route out a little earlier to get it closer to deadline for you and customers at the end of the route. I understand that you told Jeff that you would be okay if delivery was by 6:30 A.M. during the week. We appreciate your understanding and patience while we work on resolving the issue to your satisfaction. Thank you for being a loyal, long-time Star Tribune subscriber. Sincerely, Arden [redacted] Senior Vice President, Circulation
Star Tribune Acct: # [redacted] Dear Mr. [redacted]: We are in receipt of your complaint regarding the continued access and billing past the expire date of your digital subscription. 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. After reviewing your account, we see that you started a 4-week, Premium Digital subscription on 11/27/15 via the internet at a special introductory rate. When indicating payment type, you would have had to check credit card and also check renewal. During the final step, you would have been notified of the above policy and had to check an agreement box to start the subscription. The account shows one 13-week renewal and cc payment. The next renewal invoices were sent to you on 3/27/16, 4/10/16, 5/15/16, and a final invoice on 6/24/16 when service was stopped in our system for non-payment all requesting that you call to stop delivery. It’s also noted that we tried to call you on 5/19/16 regarding your account. We are sorry if there was any misunderstanding regarding the terms you checked online. As a one-courtesy, we wrote off the past due balance. We apologize for any inconvenience that this issue 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 [redacted] Senior Vice President, Circulation
Initial Business Response /* (1000, 5, 2015/12/15) */
Dear Ms. [redacted]:
We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your Premium Digital subscription and access problems during the subscription. 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 you started a 52-week, Premium Digital subscription on 9/29/14 via the internet from an email offer at a low introductory rate with an expire date of 9/28/15. You would have read and accepted the subscription conditions that stated delivery and billing continued after the expire date. We sent renewal invoices on 9/13/15 (two weeks prior to the expire date), 10/18/15, and 11/22/15. We also tried to contact you by telephone on 11/24/15 and left a voicemail regarding your account. All invoices clearly stated that the customer needed to call to stop delivery.
Lisa [redacted], Director of Circulation Systems, researched your account to make sure that your account was set up correctly and that the e-Edition (replica) and unlimited digital access at StarTribune.com was linked, which it was. The only thought about your problems with unlimited access on StarTribune.com was that you might not have been logged into your account. We are very sorry that you were not given the helped needed to resolve any problems.
We have written off the past due balance. We would also like to offer you six months of complimentary Premium Digital Access, with a perm stop date, so there is no issue of being billed after your six months. We want you to have the full benefit of the service you originally ordered. If you would like accept our offer, you can contact my assistant Cindy [redacted] at [redacted] or Lisa [redacted] at [redacted].
Again, we are very sorry of the problems that you experienced. Thank you trying Star Tribune digital access.
Sincerely,
Arden [redacted]
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept at the business's response in order to formally close this complaint, but I also would encourage the Star Tribune to revisit and reconsider it's troubling invoicing and billing tactics, as I have separately indicated to the representatives I have communicated with since submitting this Revdex.com complaint.
In addition, to the extent the Star Tribune keeps records of invoices that are "returned to sender" as undeliverable, I would suggest that those records be consulted with respect to my account. The county changed our house address in the summer of 2015, and a large percentage of our mail has been returned to sender as undeliverable, as well as been mis-delivered to the apartment located next door since that time. Indeed, mail delivery issues such as this are a primary example with respect to why the Star Tribune's practice of invoicing customers for a subscription after its expiration date is problematic and concerning, particularly for unsophisticated consumers.
Lastly, I was abroad when the Star Tribune left a voicemail on 11/24/15 and did not receive the message until my return to Minnesota in December, at which point I contacted the company promptly to confirm non-renewal of my subscription.
To the extent the company is noting these various mailing and message dates in its response to my Revdex.com complaint as a basis for justifying its practice of invoicing me after my subscription period ended, I take issue with that position.
Dear Ms. [redacted]: Perhaps some background as to why we changed our vacation policy may better help you understand why we implemented this change. Written communication was sent to all subscribers using vacation holds in October 2014, prior to the policy change. Each and every week the...
Star Tribune processes more than 6,300 vacation stops and a like amount of vacation restarts. With each stop, numerous departments in the Company are impacted. This includes the call center, the production department, and Fleet transportation personnel. This also creates a big strain on our carriers and increases variances in their route lists every day. The continuance of billing for the first seven days of a vacation stop is a “processing fee” to cover the costs of having to stop and restart so many accounts each and every week. Interestingly, about 75% of our subscribers do not stop their paper for vacation during any given year. That means the almost 13,000 vacation stops and restarts we get each week are coming from only 25% of our subscribers, some of which stop and restart their subscription many times each year. Taking these effects into consideration, we felt this program change seemed fairer than passing on a price increase to all of our subscribers to cover the cost for vacation stops and restarts. Finally, most major metropolitan newspapers have changed their vacation policy to one of no credit for any stopped vacation days; we drew the line at 7 days for each stop believing that this was an appropriate charge for the handling of a vacation stop. We reviewed your account and found that you rarely have a vacation stop. As a one-time courtesy, we have credited your account for the one Sunday paper that you stopped. I hope this additional explanation at least helps you understand why we made this change. Sincerely, Arden [redacted] Senior Vice President, Circulation
Mr. [redacted]: First our apologies for not responding within 10 days. Several people have been out of the office. Your subscription account has been credited for the $1.57 as requested and will be refunded back to your credit card in the next few days. Also, a formal letter will be...
sent to you regarding the issue, resolution, and our apologies. The Customer Service Manager will be made aware of the issues you noted regarding your calls to our customer service center and will coach and deal with the appropriate people. We will also copy the Revdex.com with the formal letter. Thank you for bringing this to our attention.
Initial Business Response /* (1000, 8, 2015/08/14) */
Mr. [redacted], the owner of the Distribution Company in this customer's area, was contacted by our customer service rep, Dawn [redacted], and Cindy [redacted] regarding Ms. [redacted]'s mother's delivery. Mr. [redacted] assured Cindy [redacted] on two occasions after...
the Revdex.com complaint was filed and once before, that he would make sure this address received the paper at the door or between the doors.
After reviewing the account, there have been no more complaints registered since 7/26/15. This indicates the placement issue was resolved to the satisfaction of the subscriber. If this is not correct we need to know.
With the high volume of calls we have had lately, we are trying to assist as many people as possible to resolve all their issues. Sometimes this means that we do not get to timely callbacks. We apologize that Ms. [redacted] did not feel we took her mother's need seriously. We have several emails and calls that show that we did.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since I was lied to for over 2 months and my many calls were totally ignored for several weeks, I would like to see the actual documentation of contacts that they say they have. I don't understand how a company takes two months to resolve a relatively simple problem if they are really trying to do so. They are either lying or totally inept. I think it is reasonable on my part to be skeptical after receiving so many promises from so many people for months, and NOTHING being done until I contacted the Revdex.com. If I hadn't, I believe that my mother would still not receive her paper properly and my calls would still be ignored. My mother's paper has been delivered, as promised only for the last two Sundays, after I contacted the Revdex.com. However, after what my mother has been put through these past few months, I don't trust the Star Tribune. If her paper is not between her doors, I will consider it not to be delivered to her. The statement that they have such a high volume of calls does not pass the smell test. I left so many messages over a couple of weeks, and not one person could find the few minutes to call me to tell me they were working on it, if they really were. Their statement that they took this situation seriously is a flat out lie, as they did nothing until I filed with the Revdex.com. I will be monitoring this closely and I will not cut this company any slack in the future. My mother has been through hell these past five years with 11 hospitalizations and 5 surgeries and she deserves to have her life made easier, not harder. I personally wish she did not enjoy reading the paper so much, but she does. However, some of her friends and family have discontinued their delivery service because they are so disgusted with the manner in which this has been handled.
Final Consumer Response /* (3000, 16, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The person representing the Star Tribune just makes this situation worse with each response. I would have accepted their original response if only they had taken responsibility for their lack of action on the delivery issue for over two months. I really find no excuse for making promises to me about how they would resolve this issue, and then having nothing happen week after week. It is impossible to believe that they did anything until they were contacted by the Revdex.com. This seems especially true since they continually fail to provide any documentation to prove anything was done. The statement that the respondent is being "lied about" cannot stand. I have been truthful in every aspect of this complaint, from the beginning and it has been the Star Tribune representatives lying to me each week by telling me they would resolve the situation and then not doing so. As a former manager, I have a reasonable idea of how long a situation like this should take to resolve. If this has taken "hours", the person saying that is either lying or is totally ineffective. This would have been so easily resolved by the Star Tribune taking responsibility for their failures and apologizing rather than trying to frame themselves as "victims'. Also, this is the first time that I have been told this is beyond normal service. I think this complaint should be forwarded to the manager of the person responding to show how these responses make the situation worse. I would have wanted to know if someone working for me was responding to issues in such an ineffectual manner. Perhaps if situations were resolved more quickly, without customers having to file with the Revdex.com before any action being taken, and if representatives of the Star Tribune would apologize and take responsibility for their failures, they wouldn't have so many cases to handle.
Final Business Response /* (1000, 14, 2015/08/28) */
The delivery issue is resolved to the best of our knowledge. We are utilizing our time resolving other customer issues. Service between the doors is beyond normal service, but we try to accommodate the elderly and disabled with special service. Personally, I now feel lied about, since I've devoted hours to the complaint also--calls, emails, Revdex.com responses, and research. I now have to focus on other customer issues.
Mr. [redacted], We continue to work with the Distributor to figure out what the issue is with your delivery. We are very sorry for all these issues. We have your address listed as: [redacted] STILLWATER MN 55082-6743 Would you please confirm that this is correct. I don’t know why there would be any issues with the restart. Thanks for your response.
Initial Business Response /* (1000, 5, 2015/09/02) */
State Fair ticket request was honored even with future start by Circulation Marketing Dept. Tickets were mailed via 1st Class and personally dropped off at the main Minneapolis USPS on Monday, 8/31/15, by the Director of Consumer Marketing. ...
This was resolved before receiving the Revdex.com Complaint, which was just opened today.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Before I accept this response, I want to have them respond via this form so I have it in writing that my account has been extended through July 31, 2016. I was told by the Manager on August 28th that she would do this but I would like it in writing as I no longer trust the Star Tribune's promises.
Final Business Response /* (4000, 9, 2015/09/11) */
Since the State Fair Tickets were mailed to you, your account will not be credited for $26.00 and your expiration date will not be extended beyond the original 26 weeks. We made an exception sending you the tickets for a subscription that had not started yet. That was the $26.00 value that the rep was going to give you in lieu of the tickets, but the tickets had been sent.
March 12, 2018
[redacted]
[redacted]
Minneapolis, MN 55417
Re: MN Revdex.com Complaint: [redacted]
Star Tribune Acct: # [redacted]
Dear Ms....
[redacted]:
We have received your complaint regarding missed deliveries and redeliveries of the Star Tribune the week of March 4th. I regret the poor communication and inconvenience you and your neighbors have encountered recently.
I have been in touch with our South Minneapolis distributor, Kent [redacted], who acknowledged these service issues in your area. Kent’s number is ###-###-####. It’s true that we have been hard hit by greater than usual carrier turnover in 55417 and adjacent zip codes since the first of the year. He will do take all possible steps to resume reliable delivery as quickly as possible. I have also asked that he call you to discuss the timetable for improvement.
My sincere apology for the inconvenience this caused you. Your account has been credited for two weeks of additional service in the amount of $18.66. We appreciate your patience during this difficult, but temporary period.
We do appreciate and thank you for being a Star Tribune customer.
Sincerely,
John [redacted]
Department Administrator, Circulation
cc: [redacted], Revdex.com of MN
Kent [redacted], Agent for Star Tribune
Initial Business Response /* (1000, 5, 2015/11/24) */
Dear Ms. [redacted]:
We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper delivery especially after you called to make sure that it didn't go beyond the expire date. We apologize...
that you needed to take this to the Revdex.com for resolution.
Upon reviewing your account, we see you started a 26-week, Sunday print subscription plus 7-day digital subscription on 3/26/2015 from a Kiosk vendor offer at a low introductory rate with an expire date of 9/24/2015. We sent four renewal invoices, but you stated you talked to someone in August and told them that you wanted to stop at the expire date and asked if you needed to do anything more. You understood from the rep that you did not and it would stop. Your account was not stopped at the expire date, and we are very sorry for the mistake on our part.
The past due amount was removed from your account after your conversation with one of our customer service reps on 11/22/2015. It was already taken resolved.
Again, I'm sorry that we did not stop delivery on the expire date per your request. Thank you trying the Star Tribune.
Sincerely,
Arden [redacted]
Senior Vice President, Circulation
Dear Mr. [redacted]: Perhaps some background as to why we recently changed our vacation policy may better help you understand why we implemented this change. Each and every week the Star Tribune processes more than 6,300 vacation stops and a like...
amount of vacation restarts. With each stop, numerous departments in the Company are impacted. This includes the call center, the production department, and Fleet transportation personnel. This also creates a big strain on our carriers and increases variances in their route lists every day. The continuance of billing for the first seven days of a vacation stop is a “processing fee” to cover the costs of having to stop and restart so many accounts each and every week. I am certain that if you disconnected your cable TV service for a vacation period, they would most assuredly charge a “reactivation fee” upon your return. The same would be true for your power company, your telephone service, etc. About 75% of our subscribers do not stop their paper for vacation during any given year. That means the almost 13,000 vacation stops and restarts we get each week are coming from only 25% of our subscribers, some of which stop and restart their subscription many times each year. Taking these effects into consideration, we felt this program change seemed fairer than passing on a price increase to all of our subscribers to cover the cost for vacation stops and restarts. Finally, most major metropolitan newspapers have changed their vacation policy to one of no credit for any stopped vacation days; we drew the line at 7 days for each stop believing that this was an appropriate charge for the handling of a vacation stop. I hope this additional explanation at least helps you understand why we made this change. Thank you for being a Star Tribune subscriber. Sincerely, Arden [redacted] SVP Circulation
Initial Business Response /* (1000, 5, 2015/06/30) */
We are in receipt of your complaint to the Revdex.com for continued credit card autopayments after you said tht you called to cancel your subscription three months ago. First, we're sorry that you had to take your complaint to the Revdex.com for...
resolution.
Upon review of your account, we see that you have been a customer since 2008, but started 4-week credit card autopayments on 10/23/14. There are two notes on your account on 2/23/15, that you called about stopping but were offered two weeks credit if you continued. Your account was credited for 2 weeks of delivery. Your prior autopayment was 2/12/15 and your next autopayment was 3/26/15, then continued on 4/23/15, 5/21/15, and 6/18/15. The next communication (after February) from you is noted on 6/23/15, when you called demanding 3 months refund and yelling about fraud. There are no calls in March requesting the subscription be stopped or in April, May, or early June. You also didn't call regarding the credit card charges that were on your statement every month, or complain about still receiving the paper. I'm sorry there was any miscommunication or misunderstanding, but we did not know based on looking at your account that you wanted to stop. Your subscription was stopped on 6/25/2015 (as soon as possible after your call), billing changed from autopay to invoice, a refund for the account balance requested, and the refund processed on 6/30/2015.
We did not intend to commit fraud or commit fraud against you. There is no communications or indication on your account in the last four months that you stopped or planned to stop your subscription.
Dear Mr. [redacted]:
We are in receipt of your complaint regarding a price increase without notification and charge to your credit card after you had requested you subscription stop at expire. We apologize that you needed to take this to the Revdex.com for resolution.
First, our...
apology for not responding to the complaint sooner. We have experienced problems receiving Revdex.com complaints since their upgrade in March. Thank you for bringing this to our attention. In researching the complaint, we see that your started a Premium Digital Access subscription on 11/16/2015 via the internet. You accepted a 4-week introductory offer at $0.99. Your credit card was charged the $0.99. During your subscription start, you chose autopay on the credit card that you entered. Also, you would have been had to accept the statements outlining that access and billing continued after the intro term and that prices would go to basic rates after the intro term.
The account notes your call on 12/19/2015 regarding the $38.87 credit card charge for 13 weeks of Premium Digital Access. The rep entered a perm stop effective 3/14/2016 at the end of the 13-week term. Unfortunately, the rep did not stop the credit card autopay and change it to an invoiced account. Because of this error, your credit card was charged $49.27 on 3/7/2016 (7 days prior to the account stop, which is our normal autopay procedure). You should have received a card in the mail notifying you of the price increase approximately 30 days prior to the increase. You may not have paid attention, since you knew that you had already stopped the subscription at the end of the term.
Your subscription stopped on 3/14/2016 as planned. A full refund of $49.27 was issued back to your credit card on 3/25/2016. The rep will be coached on the important step of stopping the credit card autopay on accounts.
We believe the issue is now resolved. Again, we are sorry for any concern or inconvenience this has caused you.
Sincerely,
Arden [redacted] Senior Vice President, Circulation
March 9, 2018
[redacted] M [redacted]
[redacted]
Richfield, MN 55423
Re: MN Revdex.com Complaint: [redacted]
Star Tribune...
Acct: # [redacted]
Dear Ms. [redacted]:
We have received your complaint regarding missed deliveries and of the Star Tribune this past week. I regret that we were unable to remedy this delivery problem more quickly.
I have been in touch with our Richfield distributor who acknowledged these service issues in your area. It’s true that we have been hard hit by greater than usual carrier turnover in 55423 since the first of the year. He will do take all possible steps to resume reliable delivery as quickly as possible. I have also asked that he call you to discuss the timetable for improvement.
My sincere apology for the inconvenience this caused you. Your account has been credited for two weeks of additional service. We appreciate your patience during this difficult but temporary period.
I do appreciate and thank you for being a Star Tribune customer.
Sincerely,
John [redacted]
Department Administrator, Circulation
cc: [redacted], Revdex.com of MN
Star Tribune Acct: # [redacted] Dear Mr. [redacted]: We are in receipt of your complaint regarding the approach we have used in communicating the introduction of our new quarterly Sunday Magazine and the opt-out...
process. We apologize that you needed to take this to the Revdex.com for resolution. I am sorry that you disagree with this method, but I want to assure you that we have gone to great extent to communicate to all of our subscribers that this magazine was coming and how they could opt out if they chose to do so. We have sent out post cards, emails, and included notices on our billing invoices, spending tens of thousands of dollars to reduce the likelihood someone might inadvertently end up paying for this if they did not want it. I am glad to see that this approach was effective with many people, including you. Your account has been tagged appropriately so that you are not charged for it. Please be aware that you might get a copy of this magazine in your newspaper, as we will be sampling some subscribers who opted out in hopes that they may reconsider their decision. But rest assured, that even though you might receive the Sunday Magazine, your account will not be charged. Because of higher call volume experienced in our call center, the wait times were much longer than normal for a few days. I apologize for the time and inconvenience this may have caused you. Thank you for being a long-time Star Tribune subscriber. Sincerely, Arden [redacted] Senior Vice President, Circulation
Thank you for your timely response. I have read in the lease
under section 14 that “A request
for repairs shall be deemed a waiver of notice to enter”. However the line right before it, that you skipped, says this will
occur “after 24 hours’ notice”. There was never any given time posted
when maintenance would be showing up, they just arrived at my apartment. Also,
if I had known that asking for a new key would be considered a maintenance
request I would have gladly made it clear for a third time that I do not give
permission for anyone to enter. I am really not sure why someone wouldn’t need
permission to enter my apartment especially if I do not know when the key will
be returned, what time of day, and how. Showing up to someone’s apartment
without letting them know that you will be stopping by and simply using a spare
key to enter is not convenient but completely invasive and unsettling. I am
very disturbed by these events because I do not know the next time Buckeye Real
Estate will just come into my apartment if I do not answer the door fast enough.
I just need to know if Buckeye Real Estate has to follow the Ohio Tenant/Landlord
Laws which state that a 24 hours’ notice must be given or it must be an
emergency. Fixing a stove and returning a mailbox key are certainly not
emergencies in my opinion.
Initial Business Response /* (1000, 5, 2015/06/09) */
Mr. [redacted],
Thank you for speaking with me today. As we discussed, I am writing off the past due amount and pulling the account from collections. I am following up with the Kiosk company about where your cash payment went and the...
Distributor regarding you not receiving more than 2 issues of the paper.
As agreed, I am sending you a gift card to reimburse you for the cash payment that you made.
I'm sorry for the poor customer service, but wish you had called us to let us know what was going on with your subscription. We could have resolved it much sooner.
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.
November 8, 2017
[redacted]
[redacted]
Edina, MN 55435
Re: Revdex.com ID [redacted]
Star Tribune Acct: # [redacted]
Dear Mr....
Berger:
We are in receipt of your complaint regarding continued delivery and billing beyond the original expiration date of your subscription.
Star Tribune invoices do advise customers that service and billing do not automatically stop at the end of the subscription term and state that subscribers should contact the Star Tribune if they wish to stop service. Prior to your renewal date of 9/4/2017, we forwarded an invoice containing this information. We sent 2 subsequent invoices to you on 9/24 and 10/29 which alerted you to your continuing service. We provide this grace period as a courtesy to our print and digital subscribers to prevent an unwanted interruption in service should payment be received after the due date.
This said, we do appreciate you being a subscriber and regret that you have chosen to stop service. Misunderstanding of this policy does occur at times and we trust that you intended to stop service upon the expiration date.
As a one-time courtesy, we have written off the past due balance of $34.46. The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about any adverse impact on your credit rating as a result.
We appreciate you trying our Star Tribune digital service and hope you will consider subscribing again in the near future.
Sincerely,
John [redacted]
Department Administrator, Circulation
cc: [redacted], Revdex.com
June 14, 2017 [redacted] St Paul, MN 55106 Re: Revdex.com Case No: [redacted] Dear Ms. [redacted]: We are in receipt of your complaint...
regarding the ongoing delivery of Twin Cities Values (TCV) after multiple requests to stop. We apologize that you needed to take this to the Revdex.com for resolution. Upon reviewing your address in our system, we contacted the 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 not on the TCV delivery list from the Star Tribune. The Distributor additionally took the following step 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 were taken to ensure 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