Initial Business Response /* (1000, 5, 2015/04/08) */
Dear Mr. [redacted]:
We are in receipt of your complaint to the Revdex.com regarding poor delivery service because your paper was not delivered to the tube, but tossed on the ground. We apologize that you needed to take this to the...
Revdex.com for resolution.
Upon reviewing your account, we see that your wife started a 52-week, Sunday-only print subscription from a Groupon offer on April 23, 2014, via the internet at the rate of $26.00 for the entire term. I also see the following complaints on your account:
- 9/28/14 Missed delivery (credit given)
- 3/11/15 Wrong location--put in paper tube
- 3/15/15 Wrong location--put in paper tube, please call back
- 4/8/15 Called to cancel paper on 4/27/15 (at end of 52-week subscription)
Customer Service notes on the account:
- 2/25/15 Called customer - customer didn't have time to talk
- 3/13/15 Sent message to Distributor to deliver to tube, not ground
- 3/24/15 Called customer - still having placement issues will follow up
- 4/8/15 Will contact Distributor to request paper in tube
Also when checking your account, it was discovered that a delivery request to the tube had not been entered on your account. This is an issue on the part of customer service and they should have caught that and immediately put "to tube" instructions on your account. This would also have helped the Distributor see your placement request immediately and always.
We also contacted the Distributor with your complaint to the Revdex.com, have changed your delivery request to read "TUBE" delivery, and again apologize for this not being resolved after your first call in March.
Respectfully, your account does not indicate all the calls and hours spent on the phone regarding your issues since Christmas as you stated. The first call on the account regarding placement was in March with only one missed paper call prior to that in September 2014. If you wish to continue your subscription, we will honor the Groupon rate for another subscription term.
Sincerely,
[redacted]
Vice President, Circulation
Initial Consumer Rebuttal /* (3000, 7, 2015/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Newspaper not delivered as promised.
Final Consumer Response /* (3000, 19, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have not received the paper the last 3 weeks. When I did not receive 3 weeks ago I called in and was told I would be given credit - well that never happened. Carrier just QUIT delivering paper before subscription was up. Super crappy service - the ultimate poor service!
Final Business Response /* (4000, 21, 2015/05/14) */
The complaint entered on April 5th, was for wrong location, not missed paper. However, I have entered credit for three papers you indicate you missed and it will be refunded to you within two weeks.
Initial Business Response /* (1000, 5, 2015/09/29) */
Ms. [redacted],
First this is totally unacceptable delivery by our Distributor for your area. We have contacted him regarding every complaint that you have filed and went higher up with the Revdex.com complaint that you filed. Our desired outcome is...
their personal promise that you will receive a Saturday and Sunday paper. On that promise, we cover the cost for a 4-week trial period to make sure that delivery was correctly made for that period of time. If you wanted to continue after that time, we would restart your paid subscription.
We will contact you as soon as we hear from the Distributor, but wanted to give you an update along with our apology.
Star Tribune Acct: # [redacted] Dear Ms. [redacted]: We are in receipt of your property damage complaint. We apologize that you needed to take this to the Revdex.com for resolution. Upon...
review of your account, we see that you have called in a complaint about damaged steps on 9/23/16 and followed up several times when you did not receive the requested call from the Distributor to resolve the issue. This is unacceptable and not the premier service we want to provide to our subscribers. The Home Delivery Manager and Distributor were contacted immediately. It is our understanding that the Distributor did contact you this past weekend to resolve the step damage issue. Again, our sincere apologies that the damage complaint was not addressed immediately. Thank you for bringing this to our attention and being a long-time Star Tribune subscriber. Sincerely, Arden [redacted] Senior Vice President, Circulation
Star Tribune Acct: # [redacted] Dear Ms. [redacted]: We are in receipt of your second complaint regarding property damage from September 2016. We apologize that you needed to take this to the Revdex.com...
again. It is our understanding that the Distributor did contact you after your September complaint to resolve the step damage issue. Per email information from you, the bill for the damage was $170.00 (not $230.00), and you furnished him with a receipt. He said that he had told you that he would need to collect the money from the carrier. When we contacted him after your second complaint, he stated that he had just finished deducting payments out of the carrier’s income to cover the $170.00. You should have received the check from him last week. Please let us know if you did not. Again, our sincere apologies that the damage complaint was not addressed immediately. Thank you for the update and this should now be resolved. Sincerely, Arden [redacted] Senior Vice President, Circulation
Hi [redacted], I’m writing to you in response to your complaint (Case #: [redacted] )submitted to the Revdex.com on February 14th. I apologize about the inconvenience you experienced when placing your online/print auto ads. Unfortunately, we had a technical issue (our system was down) for the online...
portion and the rep (Gabby) did not clearly articulate that to you in the calls that I reviewed. Both your online and print ads have been placed and are up and running with no problems. Per your conversation with Brian, we will run your online portion for an additional 2 days to make up for the lapse in posting time on our end. Please reach out to me with any other issues or concerns and I would be happy to help. Regards, Michelle Michelle [redacted] Employment and Call Center Manager o ###-###-#### c ###-###-#### f ###-###-#### Michelle.[redacted]@startribune.com [redacted] | Minneapolis, MN | 55488
Re: Revdex.com Minnesota Case No.: [redacted]
Star Tribune Acct: #...
[redacted]
Dear Ms. [redacted]:
We are in receipt of your complaint regarding the delivery location of your Star Tribune. It is my understanding that the Star Tribune is being delivered as requested during the week, but less consistently on the weekend.
I have directed my staff to work with our local distributor serving Apple Valley to better meet your delivery preferences. I am aware that this problem has surfaced periodically for some time. Many of our 250,000 Sunday home delivery customers are limited by age and mobility. We strive to accommodate the delivery preferences of our home delivery customers, but cannot assure that they can be met in all cases.
I do appreciate your loyalty as a Star Tribune customer. You do have my assurance that we will work hard to reduce any future inconvenience to you in this regard.
Dear Mr. [redacted]: We are in receipt of your third complaint regarding receipt of unwanted Star Tribune. We apologize that you needed to take this to the Revdex.com for resolution again. We contacted the Distributor in your area requesting that no Star Tribune product...
is delivered to your address going forward. He personally contacted you on August 10th to discuss the problem and the steps he is taking to make sure you do not receive an unwanted paper. Currently, the route is being delivered by various subs and a paper is mistakenly left at your address instead of the one next door. Mr. [redacted], said that he will not have different subs deliver the route. It will only be one staff or himself until a full-time replacement carrier is found. He feels this will resolve the problem. We are just as frustrated as you are and continue to take 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
Star Tribune Acct: # [redacted] Dear Mr. [redacted]: We are in receipt of your complaint regarding continued delivery and billing after you tried writing and online access 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 Premium Digital Access subscriber since October 2014. You were on the 4-week, auto pay plan until your credit card declined on 8/22/16—probably due to new expiration date on your card. Invoices were sent to you on 8/28/16, 9/18/16, and 10/23/16. We also tried calling you on 10/29/16, but it was noted that the number on the account was disconnected. You called our Customer Service Center on 10/31/2016 and stopped your Premium Digital account. You also stated that you had sent in one of the invoices and requested your subscription be stopped. Unfortunately, customers are asked to not write on invoices but call, because payments are processed at a different location. You also stated that you tried to stop your subscription online, but would have been instructed to call. We are very sorry for that your attempts to stop the subscription did not work. You did pay half of the balance due, and we wrote off the other half on 11/14/16. Based on your attempts to stop service and as a one-time courtesy, we will refund the $17.23 that you paid via your credit card. The refund will be processed in the next few days and you will see the amount credited back to your credit card. Thank you for subscribing to the Star Tribune. I hope you will consider a subscription again in the future. Sincerely, Arden [redacted] Senior Vice President, Circulation
Initial Business Response /* (1000, 5, 2015/08/21) */
Our Sunday deadline is 8:00 A.M. We have asked the Distributor if the paper can be earlier, but will not promise 7:00 A.M. delivery.
Distributor was contacted on 8/19/2015 regarding missed papers and on-time delivery. Management said they...
were escalating your problem and will be checking delivery.
Distributors are constantly advertising, interviewing, and hiring new carriers. It is always ongoing. It is the same in the Customer Service Center. New people are hired and trained, but it is not an overnight process. We have added additional lines also.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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. Even though I believe that the Star and Tribune was deceitful in their billing practice, I did not recieve a card notifying me of a price increase, I do not wish to proceed. It is my hunch that they get away with this more than they admit. I want to thank the Revdex.com for taking the time to process my complaint.
1. Buckeye Real Estate continues to ignore the points that have been made in the complaint and the reply about the company's failure to provide basic customer services. For example, among other issues, BRE does not offer any comment, justification, or remedy for their failure to contact me at all after I initially reported the problem to them. BRE also does not attempt to explain or remedy the failure of three BRE managers to communicate to me BRE’s stated conclusion that they will not fix the problem. I had to file a Revdex.com complaint to learn that. This shows poor customer service. They should acknowledge and seek remedy situations where they provide poor customer service. They have not done either of those things here. Instead, they continue to ignore these problems all together. 2. BRE provides no authority or support for their legal claim that, "Creaky floors within an older building are not a quiet enjoyment issue.”Moreover, BRE is completely incorrect on this point. So-called "creaky floors" can be a quiet enjoyment issue. Anything that produces noise on a property can be a quiet enjoyment issue. That is because: "The covenant of quiet and peaceful enjoyment is breached when the landlord substantially interferes with the beneficial use of the premises by the tenant.”[1] There is no categorical limitation about “creaky floors.” Rather, the issue is about how “substantial” the the noise is. I have numerous recordings of the pervasive, loud noises produced by the floor boards above my apartment. Accordingly, BRE is both legally and factually wrong on this point and should remedy this problem.3. BRE brings up the entirely irrelevant issue of other repairs made in the apartment. 4. Legal issues aside, generally speaking, BRE continues to respond inadequately to a situation where they have clearly not provided good customer service. [1] Chiaverini, Inc. v. GraBen, L.L.C., 2014-Ohio-3542, 18 N.E.3d 762 (Ohio Ct. App. 3d Dist. Henry County 2014); 65 Ohio Jur. 3d Landlord and Tenant § 178.
Initial Business Response /* (1000, 5, 2016/02/15) */
Mr. [redacted]:
First, we are very sorry that the Twin Cities Values (TCV) product was not stopped, especially after several requests. Your address is marked "NO TCV" already. We have contacted the Verification and Quality Assurance Manager to...
make sure this is stopped. We have contacted the Distributor to make sure your address is not on the delivery list and to be put on the check list to make sure it is not delivered. This process sometimes takes up to two weeks before it is stopped
Again, our apologies and thank you for brining it to our attention.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Perfectly acceptable response and plan.
Thank you
I am rejecting this response because: The response has not addressed the subject of my complaint, namely, that the StarTribune, instead if ASKING their subscribers if they wanted to subscribe to the magazine, just said they were going to receive it, & pay for it, unless THEY made sure to stop it. Again, I feel that's taking advantage of their subscribers, & borders on illegality. The StarTribune is, apparently, not planning on an apology, so I'm going to have live with it, & they're going to have to live with an unresolved complaint on file with you. That saddens & disappoints us.To the Revdex.com: Thank you for providing us the means to let this company know they're always going to be held publicly accountable for their actions.
Initial Business Response /* (1000, 5, 2015/06/24) */
Mr. [redacted]:
Following up on my call and voicemail to you, we again apologize that you needed to take your complaint to the Revdex.com. We have reviewed your account and taken the following steps to correct your delivery issues:
Corrected your...
address in our system so it flowed correctly to the new Distributor's delivery list.
You have been credited for 21 days of missed papers and your new expire date is 7/26/15.
Working with new Distributor to make sure you receive your paper every day.
Please contact us directly if you have any further issues.
Thank you for being a loyal and long-time subscriber.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
Star Tribune Acct: # [redacted] Dear Mrs. [redacted]: We are in receipt of your complaint regarding continued delivery of your weekday paper after stopping it in January and additional calls to stop. We apologize that...
you needed to take this to the Revdex.com for resolution. First, I apologize that your simple request of stopping the Monday-Friday papers in January was not done immediately or at least after your next call. I’m even more concerned to hear that the reason you stopped your daily service was because of continued delivery during vacation stops. This issue will be addressed with the Distributor and carriers. This letter is a follow up to telephone communications with Cindy [redacted], my assistant. She immediately contacted the Distributor for your area. The Distributor responded that week day delivery would be stopped immediately—today. You confirmed with Cindy that you did not receive a paper today. We believe that your issue is resolved. Again, our sincere apologies for the inconvenience this caused you. Please keep us informed of any future problems. 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 the continued delivery and billing past the expire date of your newspaper subscription and being sent to collections. 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 26-week, Sunday print plus Digital Access subscription on 8/3/15 from a direct mail offer. Your original expire date was 2/1/16. Renewal invoices were sent to you on 1/3/16 (three weeks prior to the expire date), 2/7/16, 2/28/16, and a final invoice on 4/16/16 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 3/3/16 and left a voicemail regarding your account. As a one-courtesy, we have written off the past due balance and pulled the account from collections. Again, 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, 6, 2016/01/28) */
Technically, only the person receiving a paper can stop the publication. The samples are short term and they have been stopped--1 to Apt 307 stopped 1/22 and 1 to Apt 110 stopped 1/24. 7-day Star Tribune subscriber at 1522 bldg....
continues.
Initial Consumer Rebuttal /* (2000, 8, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Re: Revdex.com Minnesota Case No.: [redacted]
Star Tribune Acct: #...
[redacted]
Dear Ms. [redacted]:
We are in receipt of your Revdex.com complaint regarding a balance due on the above referenced account. The Star Tribune applied a $15.63 credit to this account on 12/27/17 – there is no balance due.
Although you may have intended to stop earlier, your subscription was not stopped until 12/16. It seems that your original subscription expiration date of 1/7/2018 was shortened because of $1.99 in Star Tribune magazines charged quarterly. Our new subscription order forms do point out that the magazine will be billed to your account – unless you tell us you do not wish to receive them. This information can go unnoticed when subscribing to a new offer. We are always willing to work with a customer who feels this feature was not adequately communicated.
I am sorry for any misunderstanding concerning the balance due – this confirms a zero balance on [redacted]. My best wishes for a happy 2018.
Sincerely,
John [redacted]
Department Administrator, Circulation
cc: [redacted], Revdex.com Minnesota and North Dakota
Star Tribune Acct: # [redacted] Dear Mr. [redacted]: I’m sorry you needed to take your complaint to the Revdex.com. Perhaps some background as to why we recently changed...
our vacation policy may better help you understand why we implemented this change. Also, written communication was sent to all subscribers using vacation holds in October 2014, prior to the policy change. Our records indicate you would have received this notice. 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. 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. I hope this additional explanation at least helps you understand why we made this change. Thank you for your long tenure as a Star Tribune subscriber. Sincerely, Arden [redacted] Senior Vice President, Circulation
Re: Star Tribune Acct: # [redacted]
Revdex.com Complaint ID: [redacted]
Dear Ms....
[redacted]:
I’m responding to your complaint to the Revdex.com and am terribly sorry for the inconvenience you encountered in starting a new subscription for the Star Tribune last month.
Based on my review, it seems that we had two problems; one of which resulted from us applying the wrong rate, (which we corrected), followed by a series of declined transactions affecting your credit card payment.
In the end, we did not receive the payment you refer to in your complaint. I’m not saying the transaction doesn’t exist, only that we have not applied any credit from you for $55.43. As requested in my voice mail to you yesterday, please send us a copy of the bank charges you are seeing on your end and we will fix any errors promptly!
Sincerely,
John [redacted]
Department Administrator, Circulation
cc: [redacted], Revdex.com Minnesota and North Dakota
Initial Business Response /* (1000, 5, 2015/04/08) */
Dear Mr. [redacted]:
We are in receipt of your complaint to the Revdex.com regarding poor delivery service because your paper was not delivered to the tube, but tossed on the ground. We apologize that you needed to take this to the...
Revdex.com for resolution.
Upon reviewing your account, we see that your wife started a 52-week, Sunday-only print subscription from a Groupon offer on April 23, 2014, via the internet at the rate of $26.00 for the entire term. I also see the following complaints on your account:
- 9/28/14 Missed delivery (credit given)
- 3/11/15 Wrong location--put in paper tube
- 3/15/15 Wrong location--put in paper tube, please call back
- 4/8/15 Called to cancel paper on 4/27/15 (at end of 52-week subscription)
Customer Service notes on the account:
- 2/25/15 Called customer - customer didn't have time to talk
- 3/13/15 Sent message to Distributor to deliver to tube, not ground
- 3/24/15 Called customer - still having placement issues will follow up
- 4/8/15 Will contact Distributor to request paper in tube
Also when checking your account, it was discovered that a delivery request to the tube had not been entered on your account. This is an issue on the part of customer service and they should have caught that and immediately put "to tube" instructions on your account. This would also have helped the Distributor see your placement request immediately and always.
We also contacted the Distributor with your complaint to the Revdex.com, have changed your delivery request to read "TUBE" delivery, and again apologize for this not being resolved after your first call in March.
Respectfully, your account does not indicate all the calls and hours spent on the phone regarding your issues since Christmas as you stated. The first call on the account regarding placement was in March with only one missed paper call prior to that in September 2014. If you wish to continue your subscription, we will honor the Groupon rate for another subscription term.
Sincerely,
[redacted]
Vice President, Circulation
Initial Consumer Rebuttal /* (3000, 7, 2015/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Newspaper not delivered as promised.
Final Consumer Response /* (3000, 19, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have not received the paper the last 3 weeks. When I did not receive 3 weeks ago I called in and was told I would be given credit - well that never happened. Carrier just QUIT delivering paper before subscription was up. Super crappy service - the ultimate poor service!
Final Business Response /* (4000, 21, 2015/05/14) */
The complaint entered on April 5th, was for wrong location, not missed paper. However, I have entered credit for three papers you indicate you missed and it will be refunded to you within two weeks.
Initial Business Response /* (1000, 5, 2015/09/29) */
Ms. [redacted],
First this is totally unacceptable delivery by our Distributor for your area. We have contacted him regarding every complaint that you have filed and went higher up with the Revdex.com complaint that you filed. Our desired outcome is...
their personal promise that you will receive a Saturday and Sunday paper. On that promise, we cover the cost for a 4-week trial period to make sure that delivery was correctly made for that period of time. If you wanted to continue after that time, we would restart your paid subscription.
We will contact you as soon as we hear from the Distributor, but wanted to give you an update along with our apology.
Star Tribune Acct: # [redacted] Dear Ms. [redacted]: We are in receipt of your property damage complaint. We apologize that you needed to take this to the Revdex.com for resolution. Upon...
review of your account, we see that you have called in a complaint about damaged steps on 9/23/16 and followed up several times when you did not receive the requested call from the Distributor to resolve the issue. This is unacceptable and not the premier service we want to provide to our subscribers. The Home Delivery Manager and Distributor were contacted immediately. It is our understanding that the Distributor did contact you this past weekend to resolve the step damage issue. Again, our sincere apologies that the damage complaint was not addressed immediately. Thank you for bringing this to our attention and being a long-time Star Tribune subscriber. Sincerely, Arden [redacted] Senior Vice President, Circulation
Star Tribune Acct: # [redacted] Dear Ms. [redacted]: We are in receipt of your second complaint regarding property damage from September 2016. We apologize that you needed to take this to the Revdex.com...
again. It is our understanding that the Distributor did contact you after your September complaint to resolve the step damage issue. Per email information from you, the bill for the damage was $170.00 (not $230.00), and you furnished him with a receipt. He said that he had told you that he would need to collect the money from the carrier. When we contacted him after your second complaint, he stated that he had just finished deducting payments out of the carrier’s income to cover the $170.00. You should have received the check from him last week. Please let us know if you did not. Again, our sincere apologies that the damage complaint was not addressed immediately. Thank you for the update and this should now be resolved. Sincerely, Arden [redacted] Senior Vice President, Circulation
Hi [redacted], I’m writing to you in response to your complaint (Case #: [redacted] )submitted to the Revdex.com on February 14th. I apologize about the inconvenience you experienced when placing your online/print auto ads. Unfortunately, we had a technical issue (our system was down) for the online...
portion and the rep (Gabby) did not clearly articulate that to you in the calls that I reviewed. Both your online and print ads have been placed and are up and running with no problems. Per your conversation with Brian, we will run your online portion for an additional 2 days to make up for the lapse in posting time on our end. Please reach out to me with any other issues or concerns and I would be happy to help. Regards, Michelle Michelle [redacted] Employment and Call Center Manager o ###-###-#### c ###-###-#### f ###-###-#### Michelle.[redacted]@startribune.com [redacted] | Minneapolis, MN | 55488
October 4, 2017
[redacted]
[redacted]
Apple Valley, MN 55124
Re: Revdex.com Minnesota Case No.: [redacted]
Star Tribune Acct: #...
[redacted]
Dear Ms. [redacted]:
We are in receipt of your complaint regarding the delivery location of your Star Tribune. It is my understanding that the Star Tribune is being delivered as requested during the week, but less consistently on the weekend.
I have directed my staff to work with our local distributor serving Apple Valley to better meet your delivery preferences. I am aware that this problem has surfaced periodically for some time. Many of our 250,000 Sunday home delivery customers are limited by age and mobility. We strive to accommodate the delivery preferences of our home delivery customers, but cannot assure that they can be met in all cases.
I do appreciate your loyalty as a Star Tribune customer. You do have my assurance that we will work hard to reduce any future inconvenience to you in this regard.
Sincerely,
Arden [redacted]
Senior Vice President, Circulation
cc: [redacted], Revdex.com Minnesota and North Dakota
Dear Mr. [redacted]: We are in receipt of your third complaint regarding receipt of unwanted Star Tribune. We apologize that you needed to take this to the Revdex.com for resolution again. We contacted the Distributor in your area requesting that no Star Tribune product...
is delivered to your address going forward. He personally contacted you on August 10th to discuss the problem and the steps he is taking to make sure you do not receive an unwanted paper. Currently, the route is being delivered by various subs and a paper is mistakenly left at your address instead of the one next door. Mr. [redacted], said that he will not have different subs deliver the route. It will only be one staff or himself until a full-time replacement carrier is found. He feels this will resolve the problem. We are just as frustrated as you are and continue to take 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
Star Tribune Acct: # [redacted] Dear Mr. [redacted]: We are in receipt of your complaint regarding continued delivery and billing after you tried writing and online access 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 Premium Digital Access subscriber since October 2014. You were on the 4-week, auto pay plan until your credit card declined on 8/22/16—probably due to new expiration date on your card. Invoices were sent to you on 8/28/16, 9/18/16, and 10/23/16. We also tried calling you on 10/29/16, but it was noted that the number on the account was disconnected. You called our Customer Service Center on 10/31/2016 and stopped your Premium Digital account. You also stated that you had sent in one of the invoices and requested your subscription be stopped. Unfortunately, customers are asked to not write on invoices but call, because payments are processed at a different location. You also stated that you tried to stop your subscription online, but would have been instructed to call. We are very sorry for that your attempts to stop the subscription did not work. You did pay half of the balance due, and we wrote off the other half on 11/14/16. Based on your attempts to stop service and as a one-time courtesy, we will refund the $17.23 that you paid via your credit card. The refund will be processed in the next few days and you will see the amount credited back to your credit card. Thank you for subscribing to the Star Tribune. I hope you will consider a subscription again in the future. Sincerely, Arden [redacted] Senior Vice President, Circulation
Initial Business Response /* (1000, 5, 2015/08/21) */
Our Sunday deadline is 8:00 A.M. We have asked the Distributor if the paper can be earlier, but will not promise 7:00 A.M. delivery.
Distributor was contacted on 8/19/2015 regarding missed papers and on-time delivery. Management said they...
were escalating your problem and will be checking delivery.
Distributors are constantly advertising, interviewing, and hiring new carriers. It is always ongoing. It is the same in the Customer Service Center. New people are hired and trained, but it is not an overnight process. We have added additional lines also.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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. Even though I believe that the Star and Tribune was deceitful in their billing practice, I did not recieve a card notifying me of a price increase, I do not wish to proceed. It is my hunch that they get away with this more than they admit. I want to thank the Revdex.com for taking the time to process my complaint.
1. Buckeye Real Estate continues to ignore the points that have been made in the complaint and the reply about the company's failure to provide basic customer services. For example, among other issues, BRE does not offer any comment, justification, or remedy for their failure to contact me at all after I initially reported the problem to them. BRE also does not attempt to explain or remedy the failure of three BRE managers to communicate to me BRE’s stated conclusion that they will not fix the problem. I had to file a Revdex.com complaint to learn that. This shows poor customer service. They should acknowledge and seek remedy situations where they provide poor customer service. They have not done either of those things here. Instead, they continue to ignore these problems all together. 2. BRE provides no authority or support for their legal claim that, "Creaky floors within an older building are not a quiet enjoyment issue.”Moreover, BRE is completely incorrect on this point. So-called "creaky floors" can be a quiet enjoyment issue. Anything that produces noise on a property can be a quiet enjoyment issue. That is because: "The covenant of quiet and peaceful enjoyment is breached when the landlord substantially interferes with the beneficial use of the premises by the tenant.”[1] There is no categorical limitation about “creaky floors.” Rather, the issue is about how “substantial” the the noise is. I have numerous recordings of the pervasive, loud noises produced by the floor boards above my apartment. Accordingly, BRE is both legally and factually wrong on this point and should remedy this problem.3. BRE brings up the entirely irrelevant issue of other repairs made in the apartment. 4. Legal issues aside, generally speaking, BRE continues to respond inadequately to a situation where they have clearly not provided good customer service. [1] Chiaverini, Inc. v. GraBen, L.L.C., 2014-Ohio-3542, 18 N.E.3d 762 (Ohio Ct. App. 3d Dist. Henry County 2014); 65 Ohio Jur. 3d Landlord and Tenant § 178.
Initial Business Response /* (1000, 5, 2016/02/15) */
Mr. [redacted]:
First, we are very sorry that the Twin Cities Values (TCV) product was not stopped, especially after several requests. Your address is marked "NO TCV" already. We have contacted the Verification and Quality Assurance Manager to...
make sure this is stopped. We have contacted the Distributor to make sure your address is not on the delivery list and to be put on the check list to make sure it is not delivered. This process sometimes takes up to two weeks before it is stopped
Again, our apologies and thank you for brining it to our attention.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Perfectly acceptable response and plan.
Thank you
I am rejecting this response because: The response has not addressed the subject of my complaint, namely, that the StarTribune, instead if ASKING their subscribers if they wanted to subscribe to the magazine, just said they were going to receive it, & pay for it, unless THEY made sure to stop it. Again, I feel that's taking advantage of their subscribers, & borders on illegality. The StarTribune is, apparently, not planning on an apology, so I'm going to have live with it, & they're going to have to live with an unresolved complaint on file with you. That saddens & disappoints us.To the Revdex.com: Thank you for providing us the means to let this company know they're always going to be held publicly accountable for their actions.
Initial Business Response /* (1000, 5, 2015/06/24) */
Mr. [redacted]:
Following up on my call and voicemail to you, we again apologize that you needed to take your complaint to the Revdex.com. We have reviewed your account and taken the following steps to correct your delivery issues:
Corrected your...
address in our system so it flowed correctly to the new Distributor's delivery list.
You have been credited for 21 days of missed papers and your new expire date is 7/26/15.
Working with new Distributor to make sure you receive your paper every day.
Please contact us directly if you have any further issues.
Thank you for being a loyal and long-time subscriber.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
Star Tribune Acct: # [redacted] Dear Mrs. [redacted]: We are in receipt of your complaint regarding continued delivery of your weekday paper after stopping it in January and additional calls to stop. We apologize that...
you needed to take this to the Revdex.com for resolution. First, I apologize that your simple request of stopping the Monday-Friday papers in January was not done immediately or at least after your next call. I’m even more concerned to hear that the reason you stopped your daily service was because of continued delivery during vacation stops. This issue will be addressed with the Distributor and carriers. This letter is a follow up to telephone communications with Cindy [redacted], my assistant. She immediately contacted the Distributor for your area. The Distributor responded that week day delivery would be stopped immediately—today. You confirmed with Cindy that you did not receive a paper today. We believe that your issue is resolved. Again, our sincere apologies for the inconvenience this caused you. Please keep us informed of any future problems. 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 the continued delivery and billing past the expire date of your newspaper subscription and being sent to collections. 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 26-week, Sunday print plus Digital Access subscription on 8/3/15 from a direct mail offer. Your original expire date was 2/1/16. Renewal invoices were sent to you on 1/3/16 (three weeks prior to the expire date), 2/7/16, 2/28/16, and a final invoice on 4/16/16 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 3/3/16 and left a voicemail regarding your account. As a one-courtesy, we have written off the past due balance and pulled the account from collections. Again, 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, 6, 2016/01/28) */
Technically, only the person receiving a paper can stop the publication. The samples are short term and they have been stopped--1 to Apt 307 stopped 1/22 and 1 to Apt 110 stopped 1/24. 7-day Star Tribune subscriber at 1522 bldg....
continues.
Initial Consumer Rebuttal /* (2000, 8, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
January 3, 2018
[redacted]
[redacted]
St Paul, MN 55112
Re: Revdex.com Minnesota Case No.: [redacted]
Star Tribune Acct: #...
[redacted]
Dear Ms. [redacted]:
We are in receipt of your Revdex.com complaint regarding a balance due on the above referenced account. The Star Tribune applied a $15.63 credit to this account on 12/27/17 – there is no balance due.
Although you may have intended to stop earlier, your subscription was not stopped until 12/16. It seems that your original subscription expiration date of 1/7/2018 was shortened because of $1.99 in Star Tribune magazines charged quarterly. Our new subscription order forms do point out that the magazine will be billed to your account – unless you tell us you do not wish to receive them. This information can go unnoticed when subscribing to a new offer. We are always willing to work with a customer who feels this feature was not adequately communicated.
I am sorry for any misunderstanding concerning the balance due – this confirms a zero balance on [redacted]. My best wishes for a happy 2018.
Sincerely,
John [redacted]
Department Administrator, Circulation
cc: [redacted], Revdex.com Minnesota and North Dakota
Star Tribune Acct: # [redacted] Dear Mr. [redacted]: I’m sorry you needed to take your complaint to the Revdex.com. Perhaps some background as to why we recently changed...
our vacation policy may better help you understand why we implemented this change. Also, written communication was sent to all subscribers using vacation holds in October 2014, prior to the policy change. Our records indicate you would have received this notice. 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. 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. I hope this additional explanation at least helps you understand why we made this change. Thank you for your long tenure as a Star Tribune subscriber. Sincerely, Arden [redacted] Senior Vice President, Circulation
December 7, 2017
[redacted]
St Paul, MN 55102
Re: Star Tribune Acct: # [redacted]
Revdex.com Complaint ID: [redacted]
Dear Ms....
[redacted]:
I’m responding to your complaint to the Revdex.com and am terribly sorry for the inconvenience you encountered in starting a new subscription for the Star Tribune last month.
Based on my review, it seems that we had two problems; one of which resulted from us applying the wrong rate, (which we corrected), followed by a series of declined transactions affecting your credit card payment.
In the end, we did not receive the payment you refer to in your complaint. I’m not saying the transaction doesn’t exist, only that we have not applied any credit from you for $55.43. As requested in my voice mail to you yesterday, please send us a copy of the bank charges you are seeing on your end and we will fix any errors promptly!
Sincerely,
John [redacted]
Department Administrator, Circulation
cc: [redacted], Revdex.com Minnesota and North Dakota