Creaky floors within an older building are not a quiet enjoyment issue. And Buckeye Real Estate has acted quickly on the 10 or so repair issues that you have experienced in your home during your lease terms. While it is unfortunate that we were unable to repair the creaky ceiling to your satisfaction, we feel that we have done all we can to remedy this issue.
Re: Revdex.com Minnesota Case No.: [redacted]
Star Tribune Acct: #...
[redacted]
Dear Mr. [redacted]:
I am replying to your complaint to the Revdex.com regarding 2 missed deliveries of your Sunday Star Tribune. I regret that this delivery problem was not corrected more quickly.
I have received assurance from our Minneapolis distributor that this problem has been resolved with your weekend carrier. Your account has been credited for the copies you did not receive on 11/5 and 11/12.
I appreciate you staying with us despite the “false-start” on your digital + Sunday subscription. I will follow up with you on the 20th of November to verify that the problem is resolved.
Sincerely,
John McCauley
Department Administrator, Circulation
cc: Thaddeus Lewis, Revdex.com Minnesota and North Dakota
Initial Business Response /* (1000, 5, 2015/06/10) */
Ms. [redacted]:
First, we apologize that you needed to take your complaint to the Revdex.com and for all the miscommunications with our customer service. We are puzzled too after reviewing your account about why your calls are not...
listed on your account. We see:
3/23/15 - Internet start of a 7-day print subscription at the intro rate of $39.00 for 13 weeks (less than half price).
3/29/15 - Invoice sent
4/19/15 - Invoice sent
5/17/15 - Invoice sent
5/23/15 - Note on account that you were called by customer service, but they were told to call baack
6/3/15 - Note on account that subscription was to stop on 5/26
6/3/15 - Payment of $3.50
6/4/15 - Pament decline of $3.50
6/4/15 - Balance adjusted off account
6/5/15 - Perm Stop Acct.
6/10/15 - Final adjustment off account because of late stop.
Currently no balance on account and no payment by customer.
We had two different people go to startribune.com to see what happens when they click on "subscription" to see what happened. They both saw the following (also see attachement):
Subscribe today starting at 50 cents/week!
Find the subscription option that is right for you.
Select an option:
Premium Digital Access - starting at $0.50 per week . . .
Sunday Paper + Unlimited Digital Access - starting at $1.39 per week . . .
Sunday Paper - starting at $1.29 per week . . .
7-day Paper (Includes unlimited digital access!) - starting at $3.00 per week - Try it out for $39 for 13 weeks. After the intro period your subscription will cost $6.68/week (charged in installments of $33.40 every 5 weeks) - that's less than $1/day.
Continue
We cannot go back to the day you were online to know exactly what you saw when you started your subscription, but it should/would always have the rates listed. We are not trying to scam anyone and are very up front with intro offers that are increased after the original intro period. All of our communications, offers, and invoices also clearly state that billing and delivery continues unless the customer contacts us.
Based on the issues you outlined, we have zeroed out your account. Also, 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.
Star Tribune Acct: # [redacted] Dear Mr. [redacted]: We are in receipt of your complaint regarding your very poor newspaper delivery service—missed Saturday and Sunday papers since early June. 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 missed paper every Saturday and Sunday starting June 11th. This is totally unacceptable that the delivery issue was not resolved the first week. The Distributor was contacted immediately and went with the new carrier on your route this weekend. He found the correct delivery address. Apparently, your paper was delivered to the wrong address all summer. We are confident that the carrier will now deliver the Saturday and Sunday papers to the correct address going forward. Your account showed that you have been credited for all the missed papers. We have credited your account for an additional four weeks because of all the problems and the length of time it took to correct your delivery. Again, our sincere apologies for all the service problems you experienced this summer. Thank you for bringing this to our attention and the many years you have subscribed to the Star Tribune. Sincerely, Arden [redacted] Senior Vice President, Circulation
Re: Revdex.com Minnesota Case No.: [redacted]
Star Tribune Acct: #...
[redacted]
Dear Mr. [redacted]:
I attempted to reach you by phone yesterday concerning your complaint to the Revdex.com dated 1/2/2018. I regret that feel mislead by the subscription offer you accepted on 8/9/2017.
In reviewing your account, it seems that your original subscription expiration date of 1/14/2018 was shortened because of (2) $1.99 for Star Tribune quarterly magazines charged to your account. Our new subscription order inserts do state 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.
If you are interested, we would be willing to extend your subscription due to this misunderstanding. Please contact me if you wish to avail yourself of this extension.
Best wishes in the new year.
Sincerely,
John [redacted]
Department Administrator, Circulation
cc: [redacted], Revdex.com Minnesota and North Dakota
Initial Business Response /* (1000, 5, 2015/11/10) */
First, we are very sorry for all the trouble that you had getting your Sunday subscription started and delivered.
The State Administration Manager contacted the Distributor in your area as soon as we received your complaint. He said that...
he would speak to the carrier and check the address to make sure the Sunday paper was delivered. He confirmed that he checked your address on 9/8/15 and it was delivered. Both he and Ms. [redacted] have tried to call you to confirm delivery more than once, but have been unable to reach you.
Also, your account was fully credited for undelivered papers. We believe this issue is now resolved.
Thank you for trying the Star Tribune.
Dear Mr. /Ms. [redacted]:We are in receipt of your complaint regarding unsolicited papers to your address. We apologize that you needed to take this to the Revdex.com for resolution. First, our apology for not responding to the complaint sooner. We have experienced problems...
receiving Revdex.com complaints since their upgrade in March. Thank you for bringing this to our attention. In researching the complaint, we see that your name was on the address listed above—not [redacted] (which was not found in the United States Post Office address list).There are no subscriptions or samples listed under [redacted] or [redacted] at the above address. However, there is a complementary Star Tribune Sunday paper sample going to a Mr. [redacted] at the address. Mr. [redacted] may have been a former resident at this address. This is a complimentary paper sample at no charge to the occupant of the address. It was scheduled to stop on May 15th, but it has been stopped immediately at you request. You would not have been billed for any delivery unless you decided to subscribe. We believe the issue is now resolved. Again, we are sorry for any concern or inconvenience this has caused you. Sincerely,Arden [redacted]Senior Vice President, Circulation
Creaky floors within an older building are not a quiet enjoyment issue. And Buckeye Real Estate has acted quickly on the 10 or so repair issues that you have experienced in your home during your lease terms. While it is unfortunate that we were unable to repair the creaky ceiling to your satisfaction, we feel that we have done all we can to remedy this issue.
November 14, 2017
[redacted]
Minneapolis, MN 55406
Re: Revdex.com Minnesota Case No.: [redacted]
Star Tribune Acct: #...
[redacted]
Dear Mr. [redacted]:
I am replying to your complaint to the Revdex.com regarding 2 missed deliveries of your Sunday Star Tribune. I regret that this delivery problem was not corrected more quickly.
I have received assurance from our Minneapolis distributor that this problem has been resolved with your weekend carrier. Your account has been credited for the copies you did not receive on 11/5 and 11/12.
I appreciate you staying with us despite the “false-start” on your digital + Sunday subscription. I will follow up with you on the 20th of November to verify that the problem is resolved.
Sincerely,
John McCauley
Department Administrator, Circulation
cc: Thaddeus Lewis, Revdex.com Minnesota and North Dakota
Initial Business Response /* (1000, 5, 2015/06/10) */
Ms. [redacted]:
First, we apologize that you needed to take your complaint to the Revdex.com and for all the miscommunications with our customer service. We are puzzled too after reviewing your account about why your calls are not...
listed on your account. We see:
3/23/15 - Internet start of a 7-day print subscription at the intro rate of $39.00 for 13 weeks (less than half price).
3/29/15 - Invoice sent
4/19/15 - Invoice sent
5/17/15 - Invoice sent
5/23/15 - Note on account that you were called by customer service, but they were told to call baack
6/3/15 - Note on account that subscription was to stop on 5/26
6/3/15 - Payment of $3.50
6/4/15 - Pament decline of $3.50
6/4/15 - Balance adjusted off account
6/5/15 - Perm Stop Acct.
6/10/15 - Final adjustment off account because of late stop.
Currently no balance on account and no payment by customer.
We had two different people go to startribune.com to see what happens when they click on "subscription" to see what happened. They both saw the following (also see attachement):
Subscribe today starting at 50 cents/week!
Find the subscription option that is right for you.
Select an option:
Premium Digital Access - starting at $0.50 per week . . .
Sunday Paper + Unlimited Digital Access - starting at $1.39 per week . . .
Sunday Paper - starting at $1.29 per week . . .
7-day Paper (Includes unlimited digital access!) - starting at $3.00 per week - Try it out for $39 for 13 weeks. After the intro period your subscription will cost $6.68/week (charged in installments of $33.40 every 5 weeks) - that's less than $1/day.
Continue
We cannot go back to the day you were online to know exactly what you saw when you started your subscription, but it should/would always have the rates listed. We are not trying to scam anyone and are very up front with intro offers that are increased after the original intro period. All of our communications, offers, and invoices also clearly state that billing and delivery continues unless the customer contacts us.
Based on the issues you outlined, we have zeroed out your account. Also, 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.
Star Tribune Acct: # [redacted] Dear Mr. [redacted]: We are in receipt of your complaint regarding your very poor newspaper delivery service—missed Saturday and Sunday papers since early June. 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 missed paper every Saturday and Sunday starting June 11th. This is totally unacceptable that the delivery issue was not resolved the first week. The Distributor was contacted immediately and went with the new carrier on your route this weekend. He found the correct delivery address. Apparently, your paper was delivered to the wrong address all summer. We are confident that the carrier will now deliver the Saturday and Sunday papers to the correct address going forward. Your account showed that you have been credited for all the missed papers. We have credited your account for an additional four weeks because of all the problems and the length of time it took to correct your delivery. Again, our sincere apologies for all the service problems you experienced this summer. Thank you for bringing this to our attention and the many years you have subscribed to the Star Tribune. Sincerely, Arden [redacted] Senior Vice President, Circulation
January 4, 2018
[redacted]
Osseo, MN 55369
Re: Revdex.com Minnesota Case No.: [redacted]
Star Tribune Acct: #...
[redacted]
Dear Mr. [redacted]:
I attempted to reach you by phone yesterday concerning your complaint to the Revdex.com dated 1/2/2018. I regret that feel mislead by the subscription offer you accepted on 8/9/2017.
In reviewing your account, it seems that your original subscription expiration date of 1/14/2018 was shortened because of (2) $1.99 for Star Tribune quarterly magazines charged to your account. Our new subscription order inserts do state 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.
If you are interested, we would be willing to extend your subscription due to this misunderstanding. Please contact me if you wish to avail yourself of this extension.
Best wishes in the new year.
Sincerely,
John [redacted]
Department Administrator, Circulation
cc: [redacted], Revdex.com Minnesota and North Dakota
Initial Business Response /* (1000, 5, 2015/11/10) */
First, we are very sorry for all the trouble that you had getting your Sunday subscription started and delivered.
The State Administration Manager contacted the Distributor in your area as soon as we received your complaint. He said that...
he would speak to the carrier and check the address to make sure the Sunday paper was delivered. He confirmed that he checked your address on 9/8/15 and it was delivered. Both he and Ms. [redacted] have tried to call you to confirm delivery more than once, but have been unable to reach you.
Also, your account was fully credited for undelivered papers. We believe this issue is now resolved.
Thank you for trying the Star Tribune.
Dear Mr. /Ms. [redacted]:We are in receipt of your complaint regarding unsolicited papers to your address. We apologize that you needed to take this to the Revdex.com for resolution. First, our apology for not responding to the complaint sooner. We have experienced problems...
receiving Revdex.com complaints since their upgrade in March. Thank you for bringing this to our attention. In researching the complaint, we see that your name was on the address listed above—not [redacted] (which was not found in the United States Post Office address list).There are no subscriptions or samples listed under [redacted] or [redacted] at the above address. However, there is a complementary Star Tribune Sunday paper sample going to a Mr. [redacted] at the address. Mr. [redacted] may have been a former resident at this address. This is a complimentary paper sample at no charge to the occupant of the address. It was scheduled to stop on May 15th, but it has been stopped immediately at you request. You would not have been billed for any delivery unless you decided to subscribe. We believe the issue is now resolved. Again, we are sorry for any concern or inconvenience this has caused you. Sincerely,Arden [redacted]Senior Vice President, Circulation