Initial Business Response /* (1000, 5, 2015/06/02) */
Mr [redacted]:
First I apologize that you needed to take your complaint to the Revdex.com for resolution. We are a little puzzled that you felt you needed to after reviewing your account and speaking to a couple of our managers....
What we learned from them and your account is:
- You signed up for a 26-week, Sunday-only subscription on May 5, 2015, via a kiosk offer; and your credit card was processed to pay $32.50 for the subscription in advance.
- Delivery was scheduled to start on May 10, 2015.
- On May 8th you spoke to Ms. Widman, who stopped your subscription before delivery could be made and requested a full refund.
- On May 11, 2015, a refund of $32.50 was processed through our Finance department and credited back to the credit card that you used to pay for the subscription.
- On or about June 1, 2015, you spoke to Conrad Anderson, who confirmed that we had processed the refund and you needed to check with your credit card company. Depending on the the credit card company's refund/credit policy, they can hold the credit up to 30 days before applying it to your account.
We acted immediately and responsively to your request. Your payment was processed at the time you signed up for the subscriptionbefore you changed your mind. We could not cancel that transaction because it had already been electronically processed. I don't know why it didn't show up on your cc statement until 5/19.
If you have not received the credit on your cc statement in 30 days, please let us know and we will research it further from our end.
Sincerely,
[redacted]
Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */
They refunded my credit card.
Thank you,
[redacted]
My apology for not responding to the other part of your complaint. I contacted Dawn [redacted], Customer Service Manager, regarding the response issues by any of the call center employees. She is working with them. I also contacted the Distributor and Home Delivery Manager for your area. Andy [redacted] stated that he tried to call you and left a voicemail. He said he will update me as soon as he speaks to you. The Home Delivery manager is also aware and monitoring callback issues. The requests are listed on your account, and it is not acceptable that the appropriate people did not call you.
Initial Business Response /* (1000, 5, 2016/02/15) */
Mr. [redacted]:
First, we apologize for all the issues regarding your collections. Yes you did resolve the past due bill on account [redacted] in October 2015. The calls from [redacted] collections should have stopped immediately. We...
confirmed that your account was pulled from them on 2/6/2016. The problem arose because the payment went through the Star Tribune and the rep did not contact B&B immediately to stop.
Yes, you do have two accounts, but they did not overlap and you were never double billed:
Acct. [redacted]: started 11/18/11 and stopped 2/26/15.
Acct. [redacted]: started 4/27/15 - 2 months after first account stopped.
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 Business Response /* (1000, 5, 2015/07/13) */
Ms. [redacted],
A refund check was mailed to you at your new address on Thursday, July 9. 2015. If you have not already received it, you should receive it shortly.
Again, we apologize for the length of time it took to get this corrected. We...
have to follow procedures for name changes and the new address made it a little more difficult too.
Thank you for your patience and being a loyal Star Tribune subscriber.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The replacement check arrived today. It was made out to [redacted]. My name is [redacted].
I still am waiting for a check with my correct name on it.
Final Business Response /* (4000, 15, 2015/07/15) */
Called customer to apologize and clarify. Spoke to our Finance Department who will cancel the check she just received and send a replacement check out tomorrow 7/16 with the correct name Sally [redacted] on it. They also asked for your apologies for the mistake. I am totally embarassed that this happened twice by two different people. This will be corrected immediately.
Final Consumer Response /* (2000, 20, 2015/07/16) */
I heard directly from the Star Tribune today. The woman who called me was surprised to hear that my last name was incorrect on the second check that they sent me. She said a corrected check will be sent out.
[redacted]
Re: Revdex.com Case #[redacted]
Star Tribune Acct: # [redacted] and # [redacted]
Dear Ms. [redacted]:
We have received your complaint to the Better...
Business Bureau dated 10/27/2017 concerning a new subscriber gift card promotion. I apologize for the inconvenience you experienced in finding answers to your questions.
In reviewing your account, we found that we did forward this gift card c/o [redacted] in Taylors Falls. This card has not been redeemed and I believe it was your intention to have the card forwarded to your address in Lindstrom. I have enclosed a $25.00 VISA gift card and apologize for not addressing your inquiry sooner.
Thank you for bringing this to our attention and I trust this will satisfactorily address your concerns.
I am rejecting this response because:
I have heard the same thing over and over and over and over every week that I called in and nothing and I do mean nothing changed. I thought the Star Tribune valued the customer and to make things better. This is not the Star Tribune I remember growing up and hearing my grandparents talk about. What I am asking for isn't much....
Re: Revdex.com ID [redacted]
Star Tribune Acct: # [redacted] ...
Dear Mr. [redacted]:
We are in receipt of your complaint regarding continued delivery and billing beyond the expiration date of your subscription. We regret being unable to resolve this problem more expeditiously.
Star Tribune invoices do advise customer’s 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. 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.
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 $45.86. 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.
Thank you for being a Star Tribune customer and hope you will consider subscribing again in the near future.
I am rejecting this response because:I am not willing to accept that the Star Tribune cannot give me a date at which they can resolve my delivery problem. I pay you full price on time every month no questions ask, and have never missed a payment in 20 years!! Since my complaint the newspaper is coming later each day at 8:10 a.m. There are many options to resolve this issue. How did the previous carrier get the paper delivered every single day at 5:30 a.m. for 18 years ? If I told you I didn't know when I could pay you how would you react??Now the weekend carrier is throwing the paper on the driveway and not in the tube as contract states, this started last weekend 6-11 and 6-12. I had this problem before and they resolved it but now is starting again.
Re: Star Tribune Acct: # [redacted]
Revdex.com Complaint ID: [redacted]
Dear Mr. [redacted]:
Thanks for your patience as we investigated your complaint regarding a special-offer gift card. I regret that we did not resolve this matter more swiftly.
I understand that you have now received the gift card from our outside vendor CPU. Based on our e mail correspondence, I am quite certain that you now consider your Revdex.com complaint as resolved to your satisfaction.
I appreciate your continued readership and my best wishes for a happy holiday season.
Sincerely,
John [redacted]
Department Administrator, Circulation
cc: [redacted], Revdex.com Minnesota and North Dakota
Star Tribune Acct: # [redacted] Dear Ms. [redacted]: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper delivery. 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 the most recent subscription was a 26-week, Sunday print subscription requested on 8/2/2016 from a special email offer. Renewal invoices dated 12/25/16 (prior to expire date) and 1/29/17 were sent to you. All invoices clearly stated that the customer needed to call to stop delivery. Receipt of an email was noted on 2/3/17 requesting delivery be stopped. It was stopped immediately upon receipt of the email. As a one-time courtesy, we have removed the past due balance from your account. We apologize for any inconvenience this caused you. Thank you subscribing to the Star Tribune and hope you will consider us again in the future. Sincerely, Arden [redacted] Senior Vice President, Circulation Star Tribune Acct: # [redacted] Dear Ms. [redacted]: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper delivery. 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 the most recent subscription was a 26-week, Sunday print subscription requested on 8/2/2016 from a special email offer. Renewal invoices dated 12/25/16 (prior to expire date) and 1/29/17 were sent to you. All invoices clearly stated that the customer needed to call to stop delivery. Receipt of an email was noted on 2/3/17 requesting delivery be stopped. It was stopped immediately upon receipt of the email. As a one-time courtesy, we have removed the past due balance from your account. We apologize for any inconvenience this caused you. Thank you subscribing to the Star Tribune and hope you will consider us again in the future. Sincerely, Arden [redacted]Senior Vice President, Circulation
Star Tribune Acct: # [redacted] ([redacted]) Dear Mr. [redacted]: We are in receipt of your complaint regarding receipt of unwanted StribExpress. We apologize that you needed to take this to the Revdex.com for...
resolution. Upon reviewing your account, we see four complaints regarding unwanted delivery of Star Tribune products in 2016. I apologize that the delivery was not stopped. It appears the complaint messages and stop requests were sent to the wrong distributor, which is why delivery did not stop after the first complaint. We contacted the correct Distributor in your area requesting that no Star Tribune product is delivered to your address going forward. We also made sure that you are on the NO DELIVERY lists and do not receive any Star Tribune publications. The Verification Manager was made aware of the problem also, so he can follow up on the issue. We are just as frustrated as you are and have taken all the steps to make sure you do not receive any further delivery of these products. Again, I’m very sorry for any inconvenience this has caused you. Sincerely, Arden [redacted]Senior Vice President, Circulation
Re: Revdex.com Minnesota Case No.: [redacted]
Star Tribune Acct: #...
[redacted]
Dear Mr. [redacted]:
I am replying to your complaint to the Revdex.com regarding missed deliveries of your Sunday Star Tribune. I truly regret that this delivery problem was not corrected more quickly.
As discussed by telephone, I have received assurance from our Chaska based distributor that this problem has been corrected with your weekend carrier. In addition to the credit you initially received for missed papers, I have added 4 weeks of service to your account for the inconvenience resulting from this long-term problem.
I appreciate you staying with us despite our “false-start” on your Sunday subscription. I will follow up with you on the 13th of November to verify that the problem is resolved.
Sincerely,
John [redacted]
Department Administrator, Circulation
cc: [redacted], Revdex.com Minnesota and North Dakota
Star Tribune Acct: # [redacted] Dear Mr. [redacted] We are in receipt of your complaint regarding failure to receive the gift card offered in a recent subscription promotion. We apologize that you needed to take this to the Revdex.com for resolution. This letter is to...
follow up on the resolution provided by Jason [redacted]. According to our records you started a 26-week, Sunday print subscription on 4/17/16, from an offer in one of our single copy papers. The offer included a $10 gift card with prepayment of the subscription, which you did. Our records show that your voucher was received and a gift card sent to you. Since it had not been redeemed, Jason offered to send you another gift card. You did not want to wait for another gift card, but wanted a $10.00 credit on your account. Although this is usually not an option, Jason did credit your account for the $10.00 and informed you of the new expire date. I’m sorry for any inconvenience this issue caused you. Thank you for subscribing to the Star Tribune. Sincerely, Arden [redacted]Senior Vice President, Circulation Tell us why here... Consumer Response: Arden [redacted] statement : Our records show that your voucher was received and a gift card sent to you. WHEN ??? Since it had not been redeemed, Jason offered to send you another gift cardNo date specified that Gift cards was sent. Issue 1: False statements by Arden [redacted] Issue 2: Newspaper website account login was cancelled or failed
Dear Mr. [redacted]: We are in receipt of your complaint regarding continued delivery and billing after you called to stop at your expire date. We apologize that you needed to take this to the Revdex.com for resolution. After reviewing your account, we see that you have been a...
subscriber since 2000. We found your call on February 1st stopping your auto payment. Unfortunately, the rep did not enter your request to stop the subscription at expire at the same time. You mentioned being billed at full rate. When you went off autopay, the rate changed to the full rate at the end of the current paid subscription. We are very sorry for the error on our part in not stopping the subscription at the expire date as requested. The past due amount has been written off, and the account balance is zero. We apologize for any inconvenience this has caused you. Thank you for the many years as a Star Tribune subscriber. I hope you will consider a subscription again in the future. Sincerely, Arden [redacted] Senior Vice President, Circulation
Re: Revdex.com Minnesota Case No: [redacted] Star Tribune Acct: #[redacted] (9/25/11 – 12/5/14; 3/3/16 - current # [redacted] (6/1/15 – 5/7/16) ...
Dear Mr. Nolan: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your subscription account [redacted]. 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 two accounts, we do not see any calls from you to stop account [redacted] even after receiving four invoices from us. We also tried to call you, but the phone number listed on your account was disconnected. You are not a new subscriber and were not eligible for the Groupon offer or other offers identified “for new subscribers” like the one you started on 3/3/16 on account [redacted]. As a one-courtesy, we wrote off the past due amount on account [redacted], and will continue the Groupon subscription. Sincerely, Arden [redacted] Senior Vice President, Circulation [redacted]
Star Tribune Acct: # [redacted] Dear Mr. [redacted]: We are in receipt of your complaint regarding continued placement problems with your Sunday Star Tribune delivery. We apologize that you needed to take this to the...
Revdex.com for resolution. After reviewing your account and your most recent move, your current address appears to be on a tube delivery route—delivery to a newspaper tube that is located next to the mailbox where your U.S. mail is delivered. The general rule is that the paper is delivered to a location close to where your mail is delivered. We try to honor special door placement requests for handicapped or elderly customers who have a difficult time retrieving the newspaper. We contacted the Distributor immediately upon receiving your complaint. He spoke to the carrier requesting the paper be delivered to your door. He even had your address checked by staff on the 19th. They reported that the neighborhood had been delivered and thought your paper was already picked up, because they did not see it. Your account showed a missed paper. We spoke to him again on March 20th. He was checking with the carrier again to make sure they understand where your paper should be delivered. I believe it was delivered correctly this past Sunday. Again, our sincere apologies for the inconvenience this caused you. Thank you for bringing it to our attention and being a long-time Star Tribune customer. Sincerely, Arden [redacted] Senior Vice President, Circulation
Dear Mr. [redacted]: We are in receipt of your complaint regarding late deliveries, failure to call you back and inappropriate conduct by the carrier. We apologize that you needed to take this to the Revdex.com for resolution. This is a follow up regarding your...
conversation with John [redacted] of my staff. It is my understanding that Mr. [redacted] has discussed this inappropriate carrier conduct with our Distributor who has assured us this behavior will cease. You have John’s phone number going forward if you require further assistance. I regret that your requests for supervisor call back were not handled more promptly. As promised, your account was credited for two weeks of Star Tribune service. I appreciate your patience. Again, our sincere apologies for the inconvenience this caused you. We believe the issues have been resolved with the Distributor. Thank you for being a Star Tribune customer. Sincerely, Arden [redacted]Senior Vice President, Circulation
Initial Business Response /* (1000, 8, 2015/10/22) */
Hi [redacted],
Thanks for the time on the phone this afternoon. Again, I want to say that I'm sorry on behalf of The Star Tribune that we didn't follow up with you more thoroughly regarding your displeasure with your most recent ad.
As I...
mentioned on the phone, because the ad wasn't to your satisfaction and the fact that we didn't follow up thoroughly enough, I'd like to offer you a make good for a future ad.
I'm glad that this works for you and please let me know when you'd like to run the ad.
Thanks,
Mike [redacted]
Sales Manager, Local Sales
Initial Business Response /* (1000, 5, 2015/06/02) */
Mr [redacted]:
First I apologize that you needed to take your complaint to the Revdex.com for resolution. We are a little puzzled that you felt you needed to after reviewing your account and speaking to a couple of our managers....
What we learned from them and your account is:
- You signed up for a 26-week, Sunday-only subscription on May 5, 2015, via a kiosk offer; and your credit card was processed to pay $32.50 for the subscription in advance.
- Delivery was scheduled to start on May 10, 2015.
- On May 8th you spoke to Ms. Widman, who stopped your subscription before delivery could be made and requested a full refund.
- On May 11, 2015, a refund of $32.50 was processed through our Finance department and credited back to the credit card that you used to pay for the subscription.
- On or about June 1, 2015, you spoke to Conrad Anderson, who confirmed that we had processed the refund and you needed to check with your credit card company. Depending on the the credit card company's refund/credit policy, they can hold the credit up to 30 days before applying it to your account.
We acted immediately and responsively to your request. Your payment was processed at the time you signed up for the subscriptionbefore you changed your mind. We could not cancel that transaction because it had already been electronically processed. I don't know why it didn't show up on your cc statement until 5/19.
If you have not received the credit on your cc statement in 30 days, please let us know and we will research it further from our end.
Sincerely,
[redacted]
Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */
They refunded my credit card.
Thank you,
[redacted]
My apology for not responding to the other part of your complaint. I contacted Dawn [redacted], Customer Service Manager, regarding the response issues by any of the call center employees. She is working with them. I also contacted the Distributor and Home Delivery Manager for your area. Andy [redacted] stated that he tried to call you and left a voicemail. He said he will update me as soon as he speaks to you. The Home Delivery manager is also aware and monitoring callback issues. The requests are listed on your account, and it is not acceptable that the appropriate people did not call you.
Initial Business Response /* (1000, 5, 2016/02/15) */
Mr. [redacted]:
First, we apologize for all the issues regarding your collections. Yes you did resolve the past due bill on account [redacted] in October 2015. The calls from [redacted] collections should have stopped immediately. We...
confirmed that your account was pulled from them on 2/6/2016. The problem arose because the payment went through the Star Tribune and the rep did not contact B&B immediately to stop.
Yes, you do have two accounts, but they did not overlap and you were never double billed:
Acct. [redacted]: started 11/18/11 and stopped 2/26/15.
Acct. [redacted]: started 4/27/15 - 2 months after first account stopped.
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 Business Response /* (1000, 5, 2015/07/13) */
Ms. [redacted],
A refund check was mailed to you at your new address on Thursday, July 9. 2015. If you have not already received it, you should receive it shortly.
Again, we apologize for the length of time it took to get this corrected. We...
have to follow procedures for name changes and the new address made it a little more difficult too.
Thank you for your patience and being a loyal Star Tribune subscriber.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The replacement check arrived today. It was made out to [redacted]. My name is [redacted].
I still am waiting for a check with my correct name on it.
Final Business Response /* (4000, 15, 2015/07/15) */
Called customer to apologize and clarify. Spoke to our Finance Department who will cancel the check she just received and send a replacement check out tomorrow 7/16 with the correct name Sally [redacted] on it. They also asked for your apologies for the mistake. I am totally embarassed that this happened twice by two different people. This will be corrected immediately.
Final Consumer Response /* (2000, 20, 2015/07/16) */
I heard directly from the Star Tribune today. The woman who called me was surprised to hear that my last name was incorrect on the second check that they sent me. She said a corrected check will be sent out.
[redacted]
October 30, 2017
[redacted]
Lindstrom, MN 55045
Re: Revdex.com Case #[redacted]
Star Tribune Acct: # [redacted] and # [redacted]
Dear Ms. [redacted]:
We have received your complaint to the Better...
Business Bureau dated 10/27/2017 concerning a new subscriber gift card promotion. I apologize for the inconvenience you experienced in finding answers to your questions.
In reviewing your account, we found that we did forward this gift card c/o [redacted] in Taylors Falls. This card has not been redeemed and I believe it was your intention to have the card forwarded to your address in Lindstrom. I have enclosed a $25.00 VISA gift card and apologize for not addressing your inquiry sooner.
Thank you for bringing this to our attention and I trust this will satisfactorily address your concerns.
Sincerely,
Arden [redacted]
Senior Vice President, Circulation
cc: [redacted], Revdex.com Minnesota and North Dakota
I am rejecting this response because: I have not received any refund. I have not received an apology from the red star for their censorship.
I am rejecting this response because:
I have heard the same thing over and over and over and over every week that I called in and nothing and I do mean nothing changed. I thought the Star Tribune valued the customer and to make things better. This is not the Star Tribune I remember growing up and hearing my grandparents talk about. What I am asking for isn't much....
October 3, 2017
[redacted]
[redacted]
Minneapolis, MN 55401
Re: Revdex.com ID [redacted]
Star Tribune Acct: # [redacted] ...
Dear Mr. [redacted]:
We are in receipt of your complaint regarding continued delivery and billing beyond the expiration date of your subscription. We regret being unable to resolve this problem more expeditiously.
Star Tribune invoices do advise customer’s 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. 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.
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 $45.86. 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.
Thank you for being a Star Tribune customer and hope you will consider subscribing again in the near future.
Sincerely,
Arden [redacted]
Senior Vice President, Circulation
cc: [redacted], Revdex.com
I am rejecting this response because:I am not willing to accept that the Star Tribune cannot give me a date at which they can resolve my delivery problem. I pay you full price on time every month no questions ask, and have never missed a payment in 20 years!! Since my complaint the newspaper is coming later each day at 8:10 a.m. There are many options to resolve this issue. How did the previous carrier get the paper delivered every single day at 5:30 a.m. for 18 years ? If I told you I didn't know when I could pay you how would you react??Now the weekend carrier is throwing the paper on the driveway and not in the tube as contract states, this started last weekend 6-11 and 6-12. I had this problem before and they resolved it but now is starting again.
I confirmed that State Fair tkts were mailed on 8/22/17. I will call customer on 8/28 to confirm receipt or refund.
December 1, 2017
[redacted]
[redacted]
Anoka, MN 55303
Re: Star Tribune Acct: # [redacted]
Revdex.com Complaint ID: [redacted]
Dear Mr. [redacted]:
Thanks for your patience as we investigated your complaint regarding a special-offer gift card. I regret that we did not resolve this matter more swiftly.
I understand that you have now received the gift card from our outside vendor CPU. Based on our e mail correspondence, I am quite certain that you now consider your Revdex.com complaint as resolved to your satisfaction.
I appreciate your continued readership and my best wishes for a happy holiday season.
Sincerely,
John [redacted]
Department Administrator, Circulation
cc: [redacted], Revdex.com Minnesota and North Dakota
Star Tribune Acct: # [redacted] Dear Ms. [redacted]: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper delivery. 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 the most recent subscription was a 26-week, Sunday print subscription requested on 8/2/2016 from a special email offer. Renewal invoices dated 12/25/16 (prior to expire date) and 1/29/17 were sent to you. All invoices clearly stated that the customer needed to call to stop delivery. Receipt of an email was noted on 2/3/17 requesting delivery be stopped. It was stopped immediately upon receipt of the email. As a one-time courtesy, we have removed the past due balance from your account. We apologize for any inconvenience this caused you. Thank you subscribing to the Star Tribune and hope you will consider us again in the future. Sincerely, Arden [redacted] Senior Vice President, Circulation Star Tribune Acct: # [redacted] Dear Ms. [redacted]: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper delivery. 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 the most recent subscription was a 26-week, Sunday print subscription requested on 8/2/2016 from a special email offer. Renewal invoices dated 12/25/16 (prior to expire date) and 1/29/17 were sent to you. All invoices clearly stated that the customer needed to call to stop delivery. Receipt of an email was noted on 2/3/17 requesting delivery be stopped. It was stopped immediately upon receipt of the email. As a one-time courtesy, we have removed the past due balance from your account. We apologize for any inconvenience this caused you. Thank you subscribing to the Star Tribune and hope you will consider us again in the future. Sincerely, Arden [redacted]Senior Vice President, Circulation
Star Tribune Acct: # [redacted] ([redacted]) Dear Mr. [redacted]: We are in receipt of your complaint regarding receipt of unwanted StribExpress. We apologize that you needed to take this to the Revdex.com for...
resolution. Upon reviewing your account, we see four complaints regarding unwanted delivery of Star Tribune products in 2016. I apologize that the delivery was not stopped. It appears the complaint messages and stop requests were sent to the wrong distributor, which is why delivery did not stop after the first complaint. We contacted the correct Distributor in your area requesting that no Star Tribune product is delivered to your address going forward. We also made sure that you are on the NO DELIVERY lists and do not receive any Star Tribune publications. The Verification Manager was made aware of the problem also, so he can follow up on the issue. We are just as frustrated as you are and have taken all the steps to make sure you do not receive any further delivery of these products. Again, I’m very sorry for any inconvenience this has caused you. Sincerely, Arden [redacted]Senior Vice President, Circulation
November 8, 2017
[redacted]
[redacted]
Chaska, MN 55318
Re: Revdex.com Minnesota Case No.: [redacted]
Star Tribune Acct: #...
[redacted]
Dear Mr. [redacted]:
I am replying to your complaint to the Revdex.com regarding missed deliveries of your Sunday Star Tribune. I truly regret that this delivery problem was not corrected more quickly.
As discussed by telephone, I have received assurance from our Chaska based distributor that this problem has been corrected with your weekend carrier. In addition to the credit you initially received for missed papers, I have added 4 weeks of service to your account for the inconvenience resulting from this long-term problem.
I appreciate you staying with us despite our “false-start” on your Sunday subscription. I will follow up with you on the 13th of November to verify that the problem is resolved.
Sincerely,
John [redacted]
Department Administrator, Circulation
cc: [redacted], Revdex.com Minnesota and North Dakota
Star Tribune Acct: # [redacted] Dear Mr. [redacted] We are in receipt of your complaint regarding failure to receive the gift card offered in a recent subscription promotion. We apologize that you needed to take this to the Revdex.com for resolution. This letter is to...
follow up on the resolution provided by Jason [redacted]. According to our records you started a 26-week, Sunday print subscription on 4/17/16, from an offer in one of our single copy papers. The offer included a $10 gift card with prepayment of the subscription, which you did. Our records show that your voucher was received and a gift card sent to you. Since it had not been redeemed, Jason offered to send you another gift card. You did not want to wait for another gift card, but wanted a $10.00 credit on your account. Although this is usually not an option, Jason did credit your account for the $10.00 and informed you of the new expire date. I’m sorry for any inconvenience this issue caused you. Thank you for subscribing to the Star Tribune. Sincerely, Arden [redacted]Senior Vice President, Circulation Tell us why here... Consumer Response: Arden [redacted] statement : Our records show that your voucher was received and a gift card sent to you. WHEN ??? Since it had not been redeemed, Jason offered to send you another gift cardNo date specified that Gift cards was sent. Issue 1: False statements by Arden [redacted] Issue 2: Newspaper website account login was cancelled or failed
Dear Mr. [redacted]: We are in receipt of your complaint regarding continued delivery and billing after you called to stop at your expire date. We apologize that you needed to take this to the Revdex.com for resolution. After reviewing your account, we see that you have been a...
subscriber since 2000. We found your call on February 1st stopping your auto payment. Unfortunately, the rep did not enter your request to stop the subscription at expire at the same time. You mentioned being billed at full rate. When you went off autopay, the rate changed to the full rate at the end of the current paid subscription. We are very sorry for the error on our part in not stopping the subscription at the expire date as requested. The past due amount has been written off, and the account balance is zero. We apologize for any inconvenience this has caused you. Thank you for the many years as a Star Tribune subscriber. I hope you will consider a subscription again in the future. Sincerely, Arden [redacted] Senior Vice President, Circulation
Re: Revdex.com Minnesota Case No: [redacted] Star Tribune Acct: #[redacted] (9/25/11 – 12/5/14; 3/3/16 - current # [redacted] (6/1/15 – 5/7/16) ...
Dear Mr. Nolan: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your subscription account [redacted]. 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 two accounts, we do not see any calls from you to stop account [redacted] even after receiving four invoices from us. We also tried to call you, but the phone number listed on your account was disconnected. You are not a new subscriber and were not eligible for the Groupon offer or other offers identified “for new subscribers” like the one you started on 3/3/16 on account [redacted]. As a one-courtesy, we wrote off the past due amount on account [redacted], and will continue the Groupon subscription. Sincerely, Arden [redacted] Senior Vice President, Circulation [redacted]
Star Tribune Acct: # [redacted] Dear Mr. [redacted]: We are in receipt of your complaint regarding continued placement problems with your Sunday Star Tribune delivery. We apologize that you needed to take this to the...
Revdex.com for resolution. After reviewing your account and your most recent move, your current address appears to be on a tube delivery route—delivery to a newspaper tube that is located next to the mailbox where your U.S. mail is delivered. The general rule is that the paper is delivered to a location close to where your mail is delivered. We try to honor special door placement requests for handicapped or elderly customers who have a difficult time retrieving the newspaper. We contacted the Distributor immediately upon receiving your complaint. He spoke to the carrier requesting the paper be delivered to your door. He even had your address checked by staff on the 19th. They reported that the neighborhood had been delivered and thought your paper was already picked up, because they did not see it. Your account showed a missed paper. We spoke to him again on March 20th. He was checking with the carrier again to make sure they understand where your paper should be delivered. I believe it was delivered correctly this past Sunday. Again, our sincere apologies for the inconvenience this caused you. Thank you for bringing it to our attention and being a long-time Star Tribune customer. Sincerely, Arden [redacted] Senior Vice President, Circulation
Dear Mr. [redacted]: We are in receipt of your complaint regarding late deliveries, failure to call you back and inappropriate conduct by the carrier. We apologize that you needed to take this to the Revdex.com for resolution. This is a follow up regarding your...
conversation with John [redacted] of my staff. It is my understanding that Mr. [redacted] has discussed this inappropriate carrier conduct with our Distributor who has assured us this behavior will cease. You have John’s phone number going forward if you require further assistance. I regret that your requests for supervisor call back were not handled more promptly. As promised, your account was credited for two weeks of Star Tribune service. I appreciate your patience. Again, our sincere apologies for the inconvenience this caused you. We believe the issues have been resolved with the Distributor. Thank you for being a Star Tribune customer. Sincerely, Arden [redacted]Senior Vice President, Circulation
Initial Business Response /* (1000, 8, 2015/10/22) */
Hi [redacted],
Thanks for the time on the phone this afternoon. Again, I want to say that I'm sorry on behalf of The Star Tribune that we didn't follow up with you more thoroughly regarding your displeasure with your most recent ad.
As I...
mentioned on the phone, because the ad wasn't to your satisfaction and the fact that we didn't follow up thoroughly enough, I'd like to offer you a make good for a future ad.
I'm glad that this works for you and please let me know when you'd like to run the ad.
Thanks,
Mike [redacted]
Sales Manager, Local Sales