Dear Mr. [redacted]: We are in receipt of your complaint regarding the ongoing delivery of Twin Cities Values (TCV) after requests to stop. We apologize that you needed to take this to the Revdex.com for resolution. Upon reviewing your address in our system, there are...
no Star Tribune publications scheduled for delivery to your address. In addition, there is a note stating “NO TCV DELIVERY” on the address. 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 on no delivery lists from the Star Tribune. The Distributor additionally took the following steps starting last week to resolve the issue: Talked to the carrier, who admitted that he was delivering from memory and not checking the delivery list. The carrier apologized and stated that he would follow the list and make sure to have a special note not to deliver to your address in the futureMike [redacted] can be contacted at ###-###-#### if you should receive a TCV in the future and will personally pick it up We believe all the appropriate steps have been taken to make sure that your address no longer receives any unwanted Star Tribune products. We are sorry for any inconvenience this has caused you. Sincerely, Arden [redacted] Senior Vice President, Circulation
Re: Revdex.com Minnesota Case No.: [redacted]
Star Tribune Acct: ...
# [redacted]
Dear Mr. [redacted]:
We are in receipt of your Revdex.com complaint requesting a full refund of your subscription. A credit of $45.85 will be applied to your credit card account within approximately 2 weeks.
Although it may not have been intended, you enabled the auto pay feature on your account in March. Your billing options at the time also allowed for a one-time payment which is what, I suspect, you intended. At any rate, it was not our intention to bill you for service you did not want.
We will honor your request to not contact you regarding future subscriptions and regret that this misunderstanding occurred.
Sincerely,
John [redacted]
Department Administrator, Circulation
cc: [redacted], Revdex.com Minnesota and North Dakota
The entire line you are referencing states “After 24 hours notice, Lessor or Lessor's representatives may enter to inspect, show, maintain, repair or for other valid business purposes.” This line essentially explains our right to enter for any purpose after 24 hour notice is given. However, the next line states “A request for repairs shall be deemed a waiver of notice to enter.” This line means that by placing a maintenance request you are waiving our responsibility to give notice. As I mentioned in my previous response, despite that clause being in the lease we do try to honor our resident’s entry preferences whenever possible. I have made note of your preference and do not anticipate any similar issues moving forward. But as I mentioned previously, it may be best for you to submit your requests directly to me so I can make sure they are handled properly. The repairs you’ve mentioned were not emergencies, your entry preference should have been observed, and notice should have been given. Again, I’m sorry for any frustration and inconvenience this situation may have caused, and we’ve taken the proper steps to prevent a similar situation in the future. I’m also available to discuss this issue by phone or in person if it helps to relieve some of the confusion over our entry protocol.
I have spoken with Mr. [redacted] - he has provided the documentation that he previously offered one of our reps. The question is being investigated with our kiosk vendor which may take two weeks. I will follow up with Mr....
Initial Business Response /* (1000, 5, 2015/09/29) */
Dear Ms. [redacted]:
We are in receipt of your complaint to the regarding unwanted papers dumped at your property. We apologize that you needed to take this to the Revdex.com for resolution.
Upon reviewing our records for...
subscribers at [redacted] Avenue, we discovered on active sample subscriptions and two inactive sample subscriptions. The remaining one has been stopped immediately.
We have notified the Distributor that there are no active subscribers currently at these two building addresses. If new paid subscribers start, we expect that the papers will have the apartment number on them and will be left for the subscriber.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks and I hope the distributor will honor this, so that it's not necessary to have to go this route again.
Final Business Response /* (4000, 26, 2016/01/05) */
We are trying to figure out who is doing this also. These two buildings are not scheduled for TCV (Twin Cities Values) either in the mail or delivered. There are no StribExress papers scheduled for this building. There was one complimentary Sunday Star Tribune being delivered to [redacted], but is stopped as of 1/10/16. Conrad [redacted], Verification and Quality Assurance Manager is again checking with the company that distributes TCV and Stribexpress to make sure they are not delivering anything to these buildings that has not been requested. We are as frustrated as you. We also contacted the Pioneer Press Distributor who delivers our regular paper in that area to make sure they are not delivering anything (except the one Sunday Star Tribune) to anyone in the building.
Final Consumer Response /* (2000, 28, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If Conrad can confirm this is taken car eof that would be nice - once they figure out who is doing this.
Thanks,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/05) */
We reviewed your address in our database. The last sample Sunday paper was stopped 6/29/14 and there has been no activity at your address since. It was already marked as no delivery, no sample, and no TCV. The Verification and Quality...
Assurance Manager has been made aware of your situation. He contacted the Distributors of all our products and made it clear that nothing is to be delivered to your address and also let them know about mailbox and driveway being behind the house on a different road.
We apologize for any inconvenience this has caused you and that you had to take your complaint to the Revdex.com for resolution.
Initial Business Response /* (1000, 5, 2015/06/30) */
Ms. [redacted],
We are in receipt of your poor service complaint to the Revdex.com. First, I'm sorry that you needed to take it to them for resolution.
After reviewing your file, I see that you have several complaints. You did receive credit for...
6/28, but not for 6/21 and one earlier missed paper, so I gave you credit for those two additional missed papers.
I watned ot let you know that a new Distributor took over your area as of yesterday. I have contacted him directly regarding your delivery issues and given him your number in case he has any questions regarding your placement. The notes I see on your account say, "to the left of the glass door" and "to the left door". Are these both correct or is one of them incorrect?
I look forward to a call back from you reqarding the above question so we make sure the Distributor has the correct information.
Again, I'm sorry for all your delivery issues. Thank you for your patience while we work with the new Distributor to get this resolved.
Star Tribune Acct: # [redacted] ([redacted], Plymouth, 55442) Dear Mr. [redacted]: We are in receipt of your complaint regarding continued delivery and billing after you called to stop your subscription. We...
apologize that you needed to take this to the Revdex.com for resolution. After looking for your account, we found it (by phone number/email address) listed at [redacted] in Plymouth, MN 55442. I don’t know how the incorrect address happened and apologize for any errors on our part. We have written off the past due balance and will communicate your customer service communication issues to the Customer Service Manager. 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, 2015/09/23) */
Dear Mr. [redacted]:
We are in receipt of your complaint to the regarding the continued delivery and billing past the expire date 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, email promotions, and website solicitations for new subscribers.
Upon reviewing your account, we see that you started a 26-week Sunday print subscription on 7/14/2014 at a low introductory rate from a kiosk vendor. The above was stated on the kiosk order form. I'm very sorry that you were misinformed about delivery and billing automatically stopping. You also received renewal invoices on 12/28/14 (three weeks prior to the expire date), 2/1/15, 3/1/15, and a final invoice on 4/18/15, when delivery was stopped for non-payment. All clearly indicated that subscriber needed to call to stop delivery.
Because of the miscommunication by the kiosk rep and as a one-time courtesy, we have written off the past due balance and pulled it from collections. We are sorry for any inconvenience this has caused you.
The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction.
Sincerely,
Arden [redacted]
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Since I did not state that I wanted additional delivery service, I am satisfied with them erasing the balance due. In thinking about how often this situation likely happens and how much money consumers likely spend on delivery they did not wish to have, it would be great to see more pressure applied to Star Tribune to eliminate this practice of continuing to deliver/bill customers past their paid period or to do so at their own monetary risk.
Dear Ms. [redacted]: We are in receipt of your complaint regarding the continued access and billing past the expire date of your digital 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 10-week, Premium Digital subscription on 7/22/15 via the internet at a special introductory rate. You would have been notified of the above policy and had to check an agreement box to start the subscription. The expire date was listed as 9/30/15. Renewal invoices were sent to you on 9/13/15 (two weeks prior to the expire date), 10/18/15, 11/22/15, and a final invoice on 12/29/15 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 11/24/15 and left a voicemail regarding your account. The next note on the account was on 6/13/16, when you called after receiving the collections notice. The past due balance of $38.62 was written off immediately and the collection company was notified to stop any further collection activity. You also mentioned having problems with access. Our customer service would have been happy to help you with any issues and make sure that you had complete access and were fully satisfied with your subscription. We apologize for any for any misunderstanding and 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
March 23, 2017 [redacted] Crystal, MN 55422 Re: Revdex.com Minnesota Case No: [redacted] Star Tribune Acct: # [redacted] Dear Mr....
[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 ceramic welcome sign on 2/12/176 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 last week to resolve the 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
Dear Mr. [redacted]: We are in receipt of your complaint regarding the continued delivery of Twin Cities Values (TCV) after several requests to stop and also damage to your snowblower. We apologize that you needed to take this to the Revdex.com for resolution. Upon reviewing...
your address in our system, it was already marked for “NO TCV DELIVERY” and “DO NOT DELIVER ANY PAPERS.” We contacted the Distributor for your area regarding the continued delivery issue and the Verification & Quality Assurance Manager. The Distributor will speak to the appropriate carriers and tell them not to delivery any Star Tribune products to the address. The Distributor and Verification Manager are going to have your address audited to make sure the request is honored. In regards to snowblower damage, there is no mention of any damage in any of your calls or notes. We will need proof that the damage was caused by TCV, the date, and repair receipt; so we can forward it to the contracted Distributor in your area. We believe all the appropriate steps have been taken to make sure that your address no longer receives any unwanted Star Tribune products. We are sorry for any inconvenience this has caused you. Sincerely, Arden [redacted]Senior Vice President, Circulation
Star Tribune Acct: # [redacted] Dear Mrs. [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 caused you. Thank you for being a Star Tribune subscriber. Sincerely, Arden [redacted] Senior Vice President, Circulation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.The Star Tribune worked with their vendor to deliver as originally promised.
I am rejecting this response because:Which would be more costly to Star Tribune, stopping my paper for 1 week or canceling the paper? I can receive the news from many sources on-line. All major sports have .com sites, news sources have .com sites, television stations have .com sites, retailers have .com sites and most are free. They also have apps for tablets and smart phones. The advantage has been to receive the paper at my door in morning and read at my own speed and time during day. As you lose advertisers, the paper has less every week, it is not as handy to have it delivered daily or weekly. Now you remove ability for customer to control his subscription. I would think you would attempt to give a consumer more for his money, not less.You allow credit for if I do not receive a paper, but not if I notified you in advance not to deliver. What next, increase price and reduce news again? [redacted] angry and frustrated customer of many years.
Star Tribune Acct: # [redacted] Dear Ms. [redacted]: We are in receipt of your complaint regarding not receiving the Minnesota State Park Pass that was in one of our new subscriber offers....
We apologize that you needed to take this to the Revdex.com for resolution. Upon reviewing your account, we see that you started a Sunday-only print subscription via the internet on May 31, 2016. The start indicates that you chose and paid for the standard State-area, Sunday-only subscription at the 26-week intro rate of $39.00 ($1.50 per week). The higher-priced subscription package that you referred to in your complaint that included the State Park Pass is offer EMF617a at $1.75 per week or $45.50 for 26 weeks. We also note the several calls you made to our customer service call center and the incorrect information that was given to you by several reps until the last one said that you would not be receiving the State Park Pass. Although you mistakenly chose and paid for the subscription offer that did not include the Park Pass, we are sending you a Minnesota State Park Pass. We apologize for any miscommuni-cation by the customer service reps. The use of the wrong code should have been discovered or questioned during your earlier calls. Thank you for bringing the issue to our attention and trying the Star Tribune. Sincerely, Arden [redacted]Senior Vice President, Circulation
Initial Business Response /* (1000, 5, 2015/05/01) */
Dear Mr. [redacted]:
We are in receipt of your complaint to the Revdex.com regarding continued delivery of the newspaper past the subscription end date and continued billing. We apologize that you needed to take this to the Better...
Business Bureau 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, e-mail, and website solicitations for new subscribers.
Upon reviewing your account, we see that a 13-week, Sunday print subscription was started on August 31, 2014, from a special offer from our telemarketing vendor. Renewal invoices were sent to you on 11/9/14 (3 weeks prior to expire date), 12/28/14, 1/25/15, and 2/1/15, when delivery was stopped for non-pay (copies available upon request). The invoices would have all have explained the continued delivery and billing policy above and given you the expire date. There are no calls noted on your account to stop delivery on the end of November. In fact, you called on January 30, 2015 to complain about missed papers and were given a credit. Your subscription was stopped on 2/1/2015, based on a note written on one of your invoices that you sent.
As a one-time courtesy, we have written off the past due balance on your account. We are very sorry for any inconvenience this has caused you.
Sincerely,
[redacted]
Vice President, Circulation
Initial Business Response /* (1000, 5, 2015/12/03) */
Dear Mr. [redacted]:
We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper delivery and being sent to collections. We apologize that you needed to take this to the Better Business...
Bureau 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 26-week, Sunday print subscription on 5/21/2014 from a Groupon offer at a low introductory rate with an expire date of 11/23/2014. We sent two renewal invoices and on 12/17/2014, we received a payment to extend your subscription for another 26 weeks with a new expire date of 5/24/2015. During the four weeks between the original expire date and your payment, you continued to receive the newspaper. All invoices clearly stated that the customer needed to call to stop delivery. Renewal invoices were again sent to you on 4/26/2015 (three weeks prior to the new expire date), 5/24/2015, 6/14/2015 and a final invoice on 8/1/2015 when delivery was stopped for non-payment. A customer service rep also tried to call you on 6/22/2015 and left a voicemail. Based on the above, we would not have known you were not renewing without you contacting us.
As a one-courtesy, we have written off the past due balance of $42.90. Thank you trying the Star Tribune.
The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction.
Sincerely,
Arden [redacted]
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am appreciative of and pleased with Star Tribune's willingness to write-off the $42.90 past due amount. Moreover, I am please with the thorough explanation provided by Arden [redacted].
Star Tribune Acct: # [redacted] Dear Mr. [redacted]: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your 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 you have been a subscriber since 2004, and you have used the above grace period when payments were not by the expire date. Your most recent expire date was 8/21/16. Invoices were sent to you on 7/31/16 (three weeks prior to the expire date), 9/4/16, 10/2/16, and a final invoice on 11/19/16 when service was stopped in our system for non-payment--all requesting that you call to stop delivery. We also tried to reach you by telephone on 10/8/16 and left a voicemail regarding your account. There is no indication of you calling or contacting us to stop delivery or questioning the final past due bill. As a one-time courtesy, we have written off the past due balance and pulled the account from collections. We apologize for any 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
Re: Revdex.com Complaint Case #[redacted] Star Tribune Acct. # [redacted] Dear Ms. [redacted]:We are in receipt of your complaint...
regarding poor service and account credits not listed on your renewal invoices. We apologize that you needed to take this to the Revdex.com for resolution. Thank you for bringing these issues to our attention. We immediately contacted the Distributor for your area regarding the poor service and to make sure that the carrier delivers the paper to your tube every delivery day. In researching your account, we found six complaints in the last year for missed or wet papers. You received credit for three of them, and we credited your account for the other three. Unfortunately, renewal invoices to not list individual credits. Each time you receive a credit, the expire date is extended; the credit amount is not taken off the next invoice. We checked back the last year and the expire date had been extended by the number of credits on the account each time. The latest credit will extend the expire date again.Again, we are sorry for the poor service you received and any misunderstanding about how our billing and credits are handled. Thank you for being a long-time Star Tribune subscriber.Sincerely,Arden [redacted]Senior Vice President, Circulation
Dear Mr. [redacted]: We are in receipt of your complaint regarding the ongoing delivery of Twin Cities Values (TCV) after requests to stop. We apologize that you needed to take this to the Revdex.com for resolution. Upon reviewing your address in our system, there are...
no Star Tribune publications scheduled for delivery to your address. In addition, there is a note stating “NO TCV DELIVERY” on the address. 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 on no delivery lists from the Star Tribune. The Distributor additionally took the following steps starting last week to resolve the issue: Talked to the carrier, who admitted that he was delivering from memory and not checking the delivery list. The carrier apologized and stated that he would follow the list and make sure to have a special note not to deliver to your address in the futureMike [redacted] can be contacted at ###-###-#### if you should receive a TCV in the future and will personally pick it up We believe all the appropriate steps have been taken to make sure that your address no longer receives any unwanted Star Tribune products. We are sorry for any inconvenience this has caused you. Sincerely, Arden [redacted] Senior Vice President, Circulation
November 29, 2017
Brian [redacted]
Minneapolis, MN 55407
Re: Revdex.com Minnesota Case No.: [redacted]
Star Tribune Acct: ...
# [redacted]
Dear Mr. [redacted]:
We are in receipt of your Revdex.com complaint requesting a full refund of your subscription. A credit of $45.85 will be applied to your credit card account within approximately 2 weeks.
Although it may not have been intended, you enabled the auto pay feature on your account in March. Your billing options at the time also allowed for a one-time payment which is what, I suspect, you intended. At any rate, it was not our intention to bill you for service you did not want.
We will honor your request to not contact you regarding future subscriptions and regret that this misunderstanding occurred.
Sincerely,
John [redacted]
Department Administrator, Circulation
cc: [redacted], Revdex.com Minnesota and North Dakota
The entire line you are referencing states “After 24 hours notice, Lessor or Lessor's representatives may enter to inspect, show, maintain, repair or for other valid business purposes.” This line essentially explains our right to enter for any purpose after 24 hour notice is given. However, the next line states “A request for repairs shall be deemed a waiver of notice to enter.” This line means that by placing a maintenance request you are waiving our responsibility to give notice. As I mentioned in my previous response, despite that clause being in the lease we do try to honor our resident’s entry preferences whenever possible. I have made note of your preference and do not anticipate any similar issues moving forward. But as I mentioned previously, it may be best for you to submit your requests directly to me so I can make sure they are handled properly. The repairs you’ve mentioned were not emergencies, your entry preference should have been observed, and notice should have been given. Again, I’m sorry for any frustration and inconvenience this situation may have caused, and we’ve taken the proper steps to prevent a similar situation in the future. I’m also available to discuss this issue by phone or in person if it helps to relieve some of the confusion over our entry protocol.
Please consider this response preliminary.
I have spoken with Mr. [redacted] - he has provided the documentation that he previously offered one of our reps. The question is being investigated with our kiosk vendor which may take two weeks. I will follow up with Mr....
[redacted] at that time.
John [redacted]
Initial Business Response /* (1000, 5, 2015/09/29) */
Dear Ms. [redacted]:
We are in receipt of your complaint to the regarding unwanted papers dumped at your property. We apologize that you needed to take this to the Revdex.com for resolution.
Upon reviewing our records for...
subscribers at [redacted] Avenue, we discovered on active sample subscriptions and two inactive sample subscriptions. The remaining one has been stopped immediately.
We have notified the Distributor that there are no active subscribers currently at these two building addresses. If new paid subscribers start, we expect that the papers will have the apartment number on them and will be left for the subscriber.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks and I hope the distributor will honor this, so that it's not necessary to have to go this route again.
Final Business Response /* (4000, 26, 2016/01/05) */
We are trying to figure out who is doing this also. These two buildings are not scheduled for TCV (Twin Cities Values) either in the mail or delivered. There are no StribExress papers scheduled for this building. There was one complimentary Sunday Star Tribune being delivered to [redacted], but is stopped as of 1/10/16. Conrad [redacted], Verification and Quality Assurance Manager is again checking with the company that distributes TCV and Stribexpress to make sure they are not delivering anything to these buildings that has not been requested. We are as frustrated as you. We also contacted the Pioneer Press Distributor who delivers our regular paper in that area to make sure they are not delivering anything (except the one Sunday Star Tribune) to anyone in the building.
Final Consumer Response /* (2000, 28, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If Conrad can confirm this is taken car eof that would be nice - once they figure out who is doing this.
Thanks,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/05) */
We reviewed your address in our database. The last sample Sunday paper was stopped 6/29/14 and there has been no activity at your address since. It was already marked as no delivery, no sample, and no TCV. The Verification and Quality...
Assurance Manager has been made aware of your situation. He contacted the Distributors of all our products and made it clear that nothing is to be delivered to your address and also let them know about mailbox and driveway being behind the house on a different road.
We apologize for any inconvenience this has caused you and that you had to take your complaint to the Revdex.com for resolution.
Initial Business Response /* (1000, 5, 2015/06/30) */
Ms. [redacted],
We are in receipt of your poor service complaint to the Revdex.com. First, I'm sorry that you needed to take it to them for resolution.
After reviewing your file, I see that you have several complaints. You did receive credit for...
6/28, but not for 6/21 and one earlier missed paper, so I gave you credit for those two additional missed papers.
I watned ot let you know that a new Distributor took over your area as of yesterday. I have contacted him directly regarding your delivery issues and given him your number in case he has any questions regarding your placement. The notes I see on your account say, "to the left of the glass door" and "to the left door". Are these both correct or is one of them incorrect?
I look forward to a call back from you reqarding the above question so we make sure the Distributor has the correct information.
Again, I'm sorry for all your delivery issues. Thank you for your patience while we work with the new Distributor to get this resolved.
Star Tribune Acct: # [redacted] ([redacted], Plymouth, 55442) Dear Mr. [redacted]: We are in receipt of your complaint regarding continued delivery and billing after you called to stop your subscription. We...
apologize that you needed to take this to the Revdex.com for resolution. After looking for your account, we found it (by phone number/email address) listed at [redacted] in Plymouth, MN 55442. I don’t know how the incorrect address happened and apologize for any errors on our part. We have written off the past due balance and will communicate your customer service communication issues to the Customer Service Manager. 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, 2015/09/23) */
Dear Mr. [redacted]:
We are in receipt of your complaint to the regarding the continued delivery and billing past the expire date 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, email promotions, and website solicitations for new subscribers.
Upon reviewing your account, we see that you started a 26-week Sunday print subscription on 7/14/2014 at a low introductory rate from a kiosk vendor. The above was stated on the kiosk order form. I'm very sorry that you were misinformed about delivery and billing automatically stopping. You also received renewal invoices on 12/28/14 (three weeks prior to the expire date), 2/1/15, 3/1/15, and a final invoice on 4/18/15, when delivery was stopped for non-payment. All clearly indicated that subscriber needed to call to stop delivery.
Because of the miscommunication by the kiosk rep and as a one-time courtesy, we have written off the past due balance and pulled it from collections. We are sorry for any inconvenience this has caused you.
The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction.
Sincerely,
Arden [redacted]
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Since I did not state that I wanted additional delivery service, I am satisfied with them erasing the balance due. In thinking about how often this situation likely happens and how much money consumers likely spend on delivery they did not wish to have, it would be great to see more pressure applied to Star Tribune to eliminate this practice of continuing to deliver/bill customers past their paid period or to do so at their own monetary risk.
Dear Ms. [redacted]: We are in receipt of your complaint regarding the continued access and billing past the expire date of your digital 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 10-week, Premium Digital subscription on 7/22/15 via the internet at a special introductory rate. You would have been notified of the above policy and had to check an agreement box to start the subscription. The expire date was listed as 9/30/15. Renewal invoices were sent to you on 9/13/15 (two weeks prior to the expire date), 10/18/15, 11/22/15, and a final invoice on 12/29/15 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 11/24/15 and left a voicemail regarding your account. The next note on the account was on 6/13/16, when you called after receiving the collections notice. The past due balance of $38.62 was written off immediately and the collection company was notified to stop any further collection activity. You also mentioned having problems with access. Our customer service would have been happy to help you with any issues and make sure that you had complete access and were fully satisfied with your subscription. We apologize for any for any misunderstanding and 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
March 23, 2017 [redacted] Crystal, MN 55422 Re: Revdex.com Minnesota Case No: [redacted] Star Tribune Acct: # [redacted] Dear Mr....
[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 ceramic welcome sign on 2/12/176 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 last week to resolve the 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
Dear Mr. [redacted]: We are in receipt of your complaint regarding the continued delivery of Twin Cities Values (TCV) after several requests to stop and also damage to your snowblower. We apologize that you needed to take this to the Revdex.com for resolution. Upon reviewing...
your address in our system, it was already marked for “NO TCV DELIVERY” and “DO NOT DELIVER ANY PAPERS.” We contacted the Distributor for your area regarding the continued delivery issue and the Verification & Quality Assurance Manager. The Distributor will speak to the appropriate carriers and tell them not to delivery any Star Tribune products to the address. The Distributor and Verification Manager are going to have your address audited to make sure the request is honored. In regards to snowblower damage, there is no mention of any damage in any of your calls or notes. We will need proof that the damage was caused by TCV, the date, and repair receipt; so we can forward it to the contracted Distributor in your area. We believe all the appropriate steps have been taken to make sure that your address no longer receives any unwanted Star Tribune products. We are sorry for any inconvenience this has caused you. Sincerely, Arden [redacted]Senior Vice President, Circulation
Star Tribune Acct: # [redacted] Dear Mrs. [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 caused you. Thank you for being a Star Tribune subscriber. Sincerely, Arden [redacted] Senior Vice President, Circulation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.The Star Tribune worked with their vendor to deliver as originally promised.
I am rejecting this response because:Which would be more costly to Star Tribune, stopping my paper for 1 week or canceling the paper? I can receive the news from many sources on-line. All major sports have .com sites, news sources have .com sites, television stations have .com sites, retailers have .com sites and most are free. They also have apps for tablets and smart phones. The advantage has been to receive the paper at my door in morning and read at my own speed and time during day. As you lose advertisers, the paper has less every week, it is not as handy to have it delivered daily or weekly. Now you remove ability for customer to control his subscription. I would think you would attempt to give a consumer more for his money, not less.You allow credit for if I do not receive a paper, but not if I notified you in advance not to deliver. What next, increase price and reduce news again? [redacted] angry and frustrated customer of many years.
Star Tribune Acct: # [redacted] Dear Ms. [redacted]: We are in receipt of your complaint regarding not receiving the Minnesota State Park Pass that was in one of our new subscriber offers....
We apologize that you needed to take this to the Revdex.com for resolution. Upon reviewing your account, we see that you started a Sunday-only print subscription via the internet on May 31, 2016. The start indicates that you chose and paid for the standard State-area, Sunday-only subscription at the 26-week intro rate of $39.00 ($1.50 per week). The higher-priced subscription package that you referred to in your complaint that included the State Park Pass is offer EMF617a at $1.75 per week or $45.50 for 26 weeks. We also note the several calls you made to our customer service call center and the incorrect information that was given to you by several reps until the last one said that you would not be receiving the State Park Pass. Although you mistakenly chose and paid for the subscription offer that did not include the Park Pass, we are sending you a Minnesota State Park Pass. We apologize for any miscommuni-cation by the customer service reps. The use of the wrong code should have been discovered or questioned during your earlier calls. Thank you for bringing the issue to our attention and trying the Star Tribune. Sincerely, Arden [redacted]Senior Vice President, Circulation
Initial Business Response /* (1000, 5, 2015/05/01) */
Dear Mr. [redacted]:
We are in receipt of your complaint to the Revdex.com regarding continued delivery of the newspaper past the subscription end date and continued billing. We apologize that you needed to take this to the Better...
Business Bureau 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, e-mail, and website solicitations for new subscribers.
Upon reviewing your account, we see that a 13-week, Sunday print subscription was started on August 31, 2014, from a special offer from our telemarketing vendor. Renewal invoices were sent to you on 11/9/14 (3 weeks prior to expire date), 12/28/14, 1/25/15, and 2/1/15, when delivery was stopped for non-pay (copies available upon request). The invoices would have all have explained the continued delivery and billing policy above and given you the expire date. There are no calls noted on your account to stop delivery on the end of November. In fact, you called on January 30, 2015 to complain about missed papers and were given a credit. Your subscription was stopped on 2/1/2015, based on a note written on one of your invoices that you sent.
As a one-time courtesy, we have written off the past due balance on your account. We are very sorry for any inconvenience this has caused you.
Sincerely,
[redacted]
Vice President, Circulation
Initial Business Response /* (1000, 5, 2015/12/03) */
Dear Mr. [redacted]:
We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper delivery and being sent to collections. We apologize that you needed to take this to the Better Business...
Bureau 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 26-week, Sunday print subscription on 5/21/2014 from a Groupon offer at a low introductory rate with an expire date of 11/23/2014. We sent two renewal invoices and on 12/17/2014, we received a payment to extend your subscription for another 26 weeks with a new expire date of 5/24/2015. During the four weeks between the original expire date and your payment, you continued to receive the newspaper. All invoices clearly stated that the customer needed to call to stop delivery. Renewal invoices were again sent to you on 4/26/2015 (three weeks prior to the new expire date), 5/24/2015, 6/14/2015 and a final invoice on 8/1/2015 when delivery was stopped for non-payment. A customer service rep also tried to call you on 6/22/2015 and left a voicemail. Based on the above, we would not have known you were not renewing without you contacting us.
As a one-courtesy, we have written off the past due balance of $42.90. Thank you trying the Star Tribune.
The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction.
Sincerely,
Arden [redacted]
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2015/12/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am appreciative of and pleased with Star Tribune's willingness to write-off the $42.90 past due amount. Moreover, I am please with the thorough explanation provided by Arden [redacted].
Star Tribune Acct: # [redacted] Dear Mr. [redacted]: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your 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 you have been a subscriber since 2004, and you have used the above grace period when payments were not by the expire date. Your most recent expire date was 8/21/16. Invoices were sent to you on 7/31/16 (three weeks prior to the expire date), 9/4/16, 10/2/16, and a final invoice on 11/19/16 when service was stopped in our system for non-payment--all requesting that you call to stop delivery. We also tried to reach you by telephone on 10/8/16 and left a voicemail regarding your account. There is no indication of you calling or contacting us to stop delivery or questioning the final past due bill. As a one-time courtesy, we have written off the past due balance and pulled the account from collections. We apologize for any 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
Re: Revdex.com Complaint Case #[redacted] Star Tribune Acct. # [redacted] Dear Ms. [redacted]:We are in receipt of your complaint...
regarding poor service and account credits not listed on your renewal invoices. We apologize that you needed to take this to the Revdex.com for resolution. Thank you for bringing these issues to our attention. We immediately contacted the Distributor for your area regarding the poor service and to make sure that the carrier delivers the paper to your tube every delivery day. In researching your account, we found six complaints in the last year for missed or wet papers. You received credit for three of them, and we credited your account for the other three. Unfortunately, renewal invoices to not list individual credits. Each time you receive a credit, the expire date is extended; the credit amount is not taken off the next invoice. We checked back the last year and the expire date had been extended by the number of credits on the account each time. The latest credit will extend the expire date again.Again, we are sorry for the poor service you received and any misunderstanding about how our billing and credits are handled. Thank you for being a long-time Star Tribune subscriber.Sincerely,Arden [redacted]Senior Vice President, Circulation