November 8, [redacted] Chaska, MN Re: Revdex.com Minnesota Case No.: [redacted] Star Tribune Acct: # [redacted] Dear Mr [redacted] : I am replying to your complaint to the Revdex.com regarding missed deliveries of your Sunday Star Tribune I truly regret that this delivery problem was not corrected more quickly As discussed by telephone, I have received assurance from our Chaska based distributor that this problem has been corrected with your weekend carrier In addition to the credit you initially received for missed papers, I have added weeks of service to your account for the inconvenience resulting from this long-term problem I appreciate you staying with us despite our “false-start” on your Sunday subscription I will follow up with you on the 13th of November to verify that the problem is resolved Sincerely, John [redacted] Department Administrator, Circulation cc: [redacted] ***, Revdex.com Minnesota and North Dakota
Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ Ms [redacted] , We are in receipt of your poor service complaint to the Revdex.comFirst, I'm sorry that you needed to take it to them for resolution After reviewing your file, I see that you have several complaintsYou did receive credit for 6/28, but not for 6/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 yesterdayI have contacted him directly regarding your delivery issues and given him your number in case he has any questions regarding your placementThe 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 issuesThank you for your patience while we work with the new Distributor to get this resolved
September 11, [redacted] Arden Hills, MN Re: Revdex.com Minnesota Case No.: [redacted] Dear Ms***: We have received your complaint to the Revdex.com concerning unwanted delivery and billing of a newspaper at your address I have reviewed the account information at your address and have confirmed that you do not receive any delivered products from the Star TribuneI do see that you are receiving the StPaul Pioneer at your home As discussed during our phone call, I have contacted the customer service manager at the Pioneer Press, Sharon [redacted] , (s [redacted] @pioneerpress.com) to assist you in this matter You may wish to follow up with Sharon to make sure the Pioneer Press understands your wishes I have also added your address and phone number to our “do not contact list” for the Star Tribune You may wish to request this “do not contact” from the Pioneer Press as well I hope this information has been helpful, MsLan Please call me if you have further questions about this matter Sincerely, John [redacted] Department Administrator, Circulation cc: [redacted] ***, Revdex.com Minnesota and North Dakota
I am rejecting this response because: The business (Star Tribune) appears to have not fully read or comprehended my complaint First off, as both the Star Tribune and I know so I didn’t repeat it in the first letter, there are two newspaper carriers; the weekday and the weekend The weekday deliverer did not deliver the paper while I had it on vacation hold The weekend deliverer did So the flaw in the system was either the intelligence of the weekend deliver for not following the sheet stating that there was to be no delivery at my address or the flaw was the system for not placing on the sheet that I was not suppose to receive papers on the weekend as well as during the week days The business did not address my demand to be compensated for ALL newspapers that should have been on hold during the time period The business did not address my proposed monetary solution of crediting my account (or anyone else’s account for the same error) for instances when a paper is delivered when it is not suppose to be, causing my home to appear unoccupied, alerting potential thieves to the easy pickings if they were to choose to rob the place [redacted]
December 1, [redacted] Minneapolis, MN Re: Star Tribune Acct: # [redacted] Revdex.com Complaint ID: [redacted] Dear Mr [redacted] : I am responding to your complaint to the MN Revdex.com concerning reinstating the promotional rate you originally accepted on 9/29/ I apologize for the inconvenience you encountered in resolving this question Due to service problems you encountered in receiving the Friday edition of your Star Tribune subscription, you chose to stop Friday service As we have discussed, this inadvertently removed you from the special rate you had originally agreed to We will certainly honor the rate and service you originally signed up for at no additional cost to you Friday through Sunday service will be restored beyond your original expiration date of February 4th, to reflect those Friday editions you did not receive I have spoken with our distributor serving Cn Rapids – he will remind your carrier to restart Friday service on December 8th Thanks for sticking with us during this frustrating experience Do not hesitate to contact me should you have questions regarding this resolution or any service related matters My best wishes for a happy holiday season Sincerely, John [redacted] Department Administrator, Circulation cc: [redacted] ***, Revdex.com Minnesota and North Dakota
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.We did receive a Sunday paper from the Star Tribune on Sunday We hope that the service problem has been corrected and that our service in the future will be good as in the pastFrom all indications, that appears to be the case
Re: Revdex.com Minnesota Case No: [redacted] Star Tribune Acct: # [redacted] (9/25/– 12/5/14; 3/3/- current # [redacted] (6/1/– 5/7/16) Dear MrNolan: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your subscription account [redacted] We apologize that you needed to take this to the Revdex.com for resolution First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers After reviewing your two accounts, we do not see any calls from you to stop account [redacted] even after receiving four invoices from us We also tried to call you, but the phone number listed on your account was disconnected You are not a new subscriber and were not eligible for the Groupon offer or other offers identified “for new subscribers” like the one you started on 3/3/on account [redacted] As a one-courtesy, we wrote off the past due amount on account [redacted] , and will continue the Groupon subscription Sincerely, Arden [redacted] Senior Vice President, Circulation [redacted]
Star Tribune Acct: # [redacted] Dear Ms [redacted] : We are in receipt of your complaint regarding a Star Tribune newspaper tube not being installed after multiple requestsWe apologize that you needed to take this to the Revdex.com for resolution After reviewing your account, we see that you have been requesting a newspaper tube be installed for over a year This is totally unacceptable Unfortunately, we have turned over three Distribution Companies in your area over the past several months My assistant has taken the following steps to resolve your complaint: Contacted our equipment room and requested that a tube be sent to the Northfield Distribution Center ASAPContacted the new Distributor Adam [redacted] to let him know that the tube is being sent to him and gave him your address and contact information, so he can contact you and have the tube installed as soon as he receives it Also, made sure the Distributor is aware of the immediate need and that the carrier is instructed to put the paper in the new tube We are very sorry that your simple request has taken so long and so many contacts to resolve Thank you for subscribing to the Star Tribune Sincerely, Arden [redacted] Senior Vice President, Circulation
Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ Ms [redacted] , First, we are sorry that you needed to take your complaint to the Revdex.com Upon receipt of your complaint regarding continued delivery of the TCV product, we took the following steps: - Confirmed that your address was marked as non-delivery of the TCV - Confimred that your address was on the NO TCV List - Contacted the Distributor of TCV in your area to make sure that it was checked to make sure you did not receive it again - Finally, Conrad [redacted] our Verification Manager is following up with the Distributor to make sure they followed the "DO NOT DEIVERY" instructions to your address We feel that we have taken the proper steps to make sure you do not receive TCV again Final Business Response / [redacted] (1000, 15, 2015/08/13) */ This has been forwarded to the Verification Manager and the Distribution Company delivering this address to have it personally checked, so it is not delivered
Star Tribune Acct: # [redacted] Dear Mr***: 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,vacation stops and a like amount of vacation restartsWith each stop, numerous departments in the Company are impactedThis includes the call center, the production department, and Fleet transportation personnelThis 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,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 yearTaking 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 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
Initial Business Response / [redacted] (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 billingWe 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 subscriptionWe 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 dateThis 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 vendorRenewal invoices were sent to you on 11/9/(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 dateThere are no calls noted on your account to stop delivery on the end of NovemberIn fact, you called on January 30, to complain about missed papers and were given a creditYour 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 accountWe are very sorry for any inconvenience this has caused you Sincerely, [redacted] Vice President, Circulation
Dear Ms [redacted] : We are in receipt of your complaint regarding the continued delivery of Twin Cities Values (TCV) after several requests to stopWe 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” We contacted the Distributor for your area regarding the continued delivery issue and the Verification & Quality Assurance Manager The Distributor is working with the new carrier to make sure no TCV is delivered to your address I believe Franklin [redacted] from our customer service center has also been working with you on the problem 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
Dear Mr***: We are in receipt of your complaint regarding late deliveries, failure to call you back and inappropriate conduct by the carrierWe apologize that you needed to take this to the Revdex.com for resolution This is a follow up regarding your conversation with John [redacted] of my staff It is my understanding that Mr [redacted] has discussed this inappropriate carrier conduct with our Distributor who has assured us this behavior will cease You have John’s phone number going forward if you require further assistance I regret that your requests for supervisor call back were not handled more promptly As promised, your account was credited for two weeks of Star Tribune service I appreciate your patienceAgain, our sincere apologies for the inconvenience this caused you We believe the issues have been resolved with the Distributor Thank you for being a Star Tribune customer Sincerely, Arden [redacted] Senior Vice President, Circulation
Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ Dear Ms [redacted] : We are in receipt of your complaint to the regarding unwanted papers dumped at your propertyWe 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 subscriptionsThe remaining one has been stopped immediately We have notified the Distributor that there are no active subscribers currently at these two building addressesIf 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 / [redacted] (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 / [redacted] (4000, 26, 2016/01/05) */ We are trying to figure out who is doing this alsoThese two buildings are not scheduled for TCV (Twin Cities Values) either in the mail or deliveredThere are no StribExress papers scheduled for this buildingThere was one complimentary Sunday Star Tribune being delivered to [redacted] , but is stopped as of 1/10/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 requestedWe are as frustrated as youWe 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 / [redacted] (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, ***
Star Tribune Acct: # [redacted] Dear Ms [redacted] : We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your subscription and being sent to collectionsWe 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 found two subscriptions: Acct [redacted] from August to June and Acct [redacted] from February to November On your most current account you started a 13-week, Sunday print plus Digital Access subscription on 2/9/from one of our kiosk vendors at a special introductory rate The above policy is on the order form that you signed to start the subscription You renewed this subscription several times with the last expire date listed as 8/7/ Renewal invoices were sent to you on 7/17/(three weeks prior to the expire date), 8/21/16, 9/18/16, and a final invoice on 11/5/when service was stopped in our system for non-payment--all requesting that you call to stop delivery There is no indication of you calling or contacting us to stop delivery or questioning the final past due bill Your calls after receiving the collections notice are noted on the account You were incorrectly told that you were charged for the digital access part of the subscription thru January Dawn ***, Circulation Customer Service Manager, will also review the calls and deal appropriately with any miscommunication or inappropriate responses by the reps 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 misunderstanding or inconvenience that this issue caused you Also, thank you for the years you were a Star Tribune subscriber 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
Star Tribune Acct: # [redacted] Dear Ms [redacted] : We are in receipt of your second complaint regarding property damage from September 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 $(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 $ 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
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 meI will continue to reach out to Glenn [redacted] through email and explore social media options until adjustments can be made on the current mailingsThis is regarding the hidden extra charges listed on the back page, which the customer are not fully aware ofNo need to send back any monies and appreciate no further calls for paper renewal
Star Tribune Acct: # [redacted] [redacted] [redacted] Bemidji, MN Dear Ms [redacted] : We are in receipt of your complaint regarding the failure to start of your father’s Star Tribune home delivery subscriptionWe apologize that you needed to take this to the Revdex.com for resolution First, our apologies that it took almost two weeks to resolve your complaint It went to one of our off-site News offices first and didn’t get to the Circulation Department until a week later This letter is following up and confirming the steps Scott [redacted] , State Operations Manager, took to resolve your father’s home delivery issue After speaking to you, your father, and locating the correct address in our system; Scott contacted the Distributor in your area and paper delivery started Friday, January 13th Scott also followed up with your father to make sure that delivery continued and was satisfactory Although credit was on the account for most of the missed papers, as of 1/16/2017, the full payment amount was back on the account for a fresh start The new expire date is April 19, Again, our sincere apologies that the complaint was not resolved immediately Thank you giving your father a Star Tribune subscription Sincerely, Arden [redacted] Senior Vice President, Circulation
December 4, [redacted] St Louis Park, MN Re: Revdex.com Minnesota Case No: [redacted] Star Tribune Acct: # [redacted] Dear Ms [redacted] : As discussed by telephone today, I’m very sorry about the poor results with Thanksgiving service in recent years Your frustration expressed in your complaint with the Revdex.com was understandable In addition to the credit you received for the missed paper on 11/23, I have credited your account in the amount of $15.92, adding months of Sunday service for your inconvenience I would be happy to contact our distributor in advance of next year’s edition – I’m confident we can do better job than recent history suggests Feel free to let me know Sorry again for the holiday vexation – may the balance of this holiday season be bright Sincerely, John [redacted] Department Administrator, Circulation
Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ Mr [redacted] : First I apologize that you needed to take your complaint to the Revdex.com for resolutionWe are a little puzzled that you felt you needed to after reviewing your account and speaking to a couple of our managers What we learned from them and your account is: - You signed up for a 26-week, Sunday-only subscription on May 5, 2015, via a kiosk offer; and your credit card was processed to pay $for the subscription in advance - Delivery was scheduled to start on May 10, - On May 8th you spoke to MsWidman, who stopped your subscription before delivery could be made and requested a full refund - On May 11, 2015, a refund of $was processed through our Finance department and credited back to the credit card that you used to pay for the subscription - On or about June 1, 2015, you spoke to Conrad Anderson, who confirmed that we had processed the refund and you needed to check with your credit card companyDepending on the the credit card company's refund/credit policy, they can hold the credit up to days before applying it to your account We acted immediately and responsively to your requestYour payment was processed at the time you signed up for the subscriptionbefore you changed your mindWe could not cancel that transaction because it had already been electronically processedI don't know why it didn't show up on your cc statement until 5/ If you have not received the credit on your cc statement in days, please let us know and we will research it further from our end Sincerely, [redacted] Vice President, Circulation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/03) */ They refunded my credit card Thank you, ***
November 8, [redacted] Chaska, MN Re: Revdex.com Minnesota Case No.: [redacted] Star Tribune Acct: # [redacted] Dear Mr [redacted] : I am replying to your complaint to the Revdex.com regarding missed deliveries of your Sunday Star Tribune I truly regret that this delivery problem was not corrected more quickly As discussed by telephone, I have received assurance from our Chaska based distributor that this problem has been corrected with your weekend carrier In addition to the credit you initially received for missed papers, I have added weeks of service to your account for the inconvenience resulting from this long-term problem I appreciate you staying with us despite our “false-start” on your Sunday subscription I will follow up with you on the 13th of November to verify that the problem is resolved Sincerely, John [redacted] Department Administrator, Circulation cc: [redacted] ***, Revdex.com Minnesota and North Dakota
Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ Ms [redacted] , We are in receipt of your poor service complaint to the Revdex.comFirst, I'm sorry that you needed to take it to them for resolution After reviewing your file, I see that you have several complaintsYou did receive credit for 6/28, but not for 6/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 yesterdayI have contacted him directly regarding your delivery issues and given him your number in case he has any questions regarding your placementThe 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 issuesThank you for your patience while we work with the new Distributor to get this resolved
September 11, [redacted] Arden Hills, MN Re: Revdex.com Minnesota Case No.: [redacted] Dear Ms***: We have received your complaint to the Revdex.com concerning unwanted delivery and billing of a newspaper at your address I have reviewed the account information at your address and have confirmed that you do not receive any delivered products from the Star TribuneI do see that you are receiving the StPaul Pioneer at your home As discussed during our phone call, I have contacted the customer service manager at the Pioneer Press, Sharon [redacted] , (s [redacted] @pioneerpress.com) to assist you in this matter You may wish to follow up with Sharon to make sure the Pioneer Press understands your wishes I have also added your address and phone number to our “do not contact list” for the Star Tribune You may wish to request this “do not contact” from the Pioneer Press as well I hope this information has been helpful, MsLan Please call me if you have further questions about this matter Sincerely, John [redacted] Department Administrator, Circulation cc: [redacted] ***, Revdex.com Minnesota and North Dakota
I am rejecting this response because: The business (Star Tribune) appears to have not fully read or comprehended my complaint First off, as both the Star Tribune and I know so I didn’t repeat it in the first letter, there are two newspaper carriers; the weekday and the weekend The weekday deliverer did not deliver the paper while I had it on vacation hold The weekend deliverer did So the flaw in the system was either the intelligence of the weekend deliver for not following the sheet stating that there was to be no delivery at my address or the flaw was the system for not placing on the sheet that I was not suppose to receive papers on the weekend as well as during the week days The business did not address my demand to be compensated for ALL newspapers that should have been on hold during the time period The business did not address my proposed monetary solution of crediting my account (or anyone else’s account for the same error) for instances when a paper is delivered when it is not suppose to be, causing my home to appear unoccupied, alerting potential thieves to the easy pickings if they were to choose to rob the place [redacted]
December 1, [redacted] Minneapolis, MN Re: Star Tribune Acct: # [redacted] Revdex.com Complaint ID: [redacted] Dear Mr [redacted] : I am responding to your complaint to the MN Revdex.com concerning reinstating the promotional rate you originally accepted on 9/29/ I apologize for the inconvenience you encountered in resolving this question Due to service problems you encountered in receiving the Friday edition of your Star Tribune subscription, you chose to stop Friday service As we have discussed, this inadvertently removed you from the special rate you had originally agreed to We will certainly honor the rate and service you originally signed up for at no additional cost to you Friday through Sunday service will be restored beyond your original expiration date of February 4th, to reflect those Friday editions you did not receive I have spoken with our distributor serving C
n Rapids – he will remind your carrier to restart Friday service on December 8th Thanks for sticking with us during this frustrating experience Do not hesitate to contact me should you have questions regarding this resolution or any service related matters My best wishes for a happy holiday season Sincerely, John [redacted] Department Administrator, Circulation cc: [redacted] ***, Revdex.com Minnesota and North Dakota
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.We did receive a Sunday paper from the Star Tribune on Sunday We hope that the service problem has been corrected and that our service in the future will be good as in the pastFrom all indications, that appears to be the case
Re: Revdex.com Minnesota Case No: [redacted] Star Tribune Acct: # [redacted] (9/25/– 12/5/14; 3/3/- current # [redacted] (6/1/– 5/7/16) Dear MrNolan: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your subscription account [redacted] We apologize that you needed to take this to the Revdex.com for resolution First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers After reviewing your two accounts, we do not see any calls from you to stop account [redacted] even after receiving four invoices from us We also tried to call you, but the phone number listed on your account was disconnected You are not a new subscriber and were not eligible for the Groupon offer or other offers identified “for new subscribers” like the one you started on 3/3/on account [redacted] As a one-courtesy, we wrote off the past due amount on account [redacted] , and will continue the Groupon subscription Sincerely, Arden [redacted] Senior Vice President, Circulation [redacted]
Star Tribune Acct: # [redacted] Dear Ms [redacted] : We are in receipt of your complaint regarding a Star Tribune newspaper tube not being installed after multiple requestsWe apologize that you needed to take this to the Revdex.com for resolution After reviewing your account, we see that you have been requesting a newspaper tube be installed for over a year This is totally unacceptable Unfortunately, we have turned over three Distribution Companies in your area over the past several months My assistant has taken the following steps to resolve your complaint: Contacted our equipment room and requested that a tube be sent to the Northfield Distribution Center ASAPContacted the new Distributor Adam [redacted] to let him know that the tube is being sent to him and gave him your address and contact information, so he can contact you and have the tube installed as soon as he receives it Also, made sure the Distributor is aware of the immediate need and that the carrier is instructed to put the paper in the new tube We are very sorry that your simple request has taken so long and so many contacts to resolve Thank you for subscribing to the Star Tribune Sincerely, Arden [redacted] Senior Vice President, Circulation
Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ Ms [redacted] , First, we are sorry that you needed to take your complaint to the Revdex.com Upon receipt of your complaint regarding continued delivery of the TCV product, we took the following steps: - Confirmed that your address was marked as non-delivery of the TCV - Confimred that your address was on the NO TCV List - Contacted the Distributor of TCV in your area to make sure that it was checked to make sure you did not receive it again - Finally, Conrad [redacted] our Verification Manager is following up with the Distributor to make sure they followed the "DO NOT DEIVERY" instructions to your address We feel that we have taken the proper steps to make sure you do not receive TCV again Final Business Response / [redacted] (1000, 15, 2015/08/13) */ This has been forwarded to the Verification Manager and the Distribution Company delivering this address to have it personally checked, so it is not delivered
Star Tribune Acct: # [redacted] Dear Mr***: 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,vacation stops and a like amount of vacation restartsWith each stop, numerous departments in the Company are impactedThis includes the call center, the production department, and Fleet transportation personnelThis 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,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 yearTaking 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 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
Initial Business Response / [redacted] (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 billingWe 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 subscriptionWe 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 dateThis 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 vendorRenewal invoices were sent to you on 11/9/(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 dateThere are no calls noted on your account to stop delivery on the end of NovemberIn fact, you called on January 30, to complain about missed papers and were given a creditYour 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 accountWe are very sorry for any inconvenience this has caused you Sincerely, [redacted] Vice President, Circulation
Dear Ms [redacted] : We are in receipt of your complaint regarding the continued delivery of Twin Cities Values (TCV) after several requests to stopWe 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” We contacted the Distributor for your area regarding the continued delivery issue and the Verification & Quality Assurance Manager The Distributor is working with the new carrier to make sure no TCV is delivered to your address I believe Franklin [redacted] from our customer service center has also been working with you on the problem 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
Dear Mr***: We are in receipt of your complaint regarding late deliveries, failure to call you back and inappropriate conduct by the carrierWe apologize that you needed to take this to the Revdex.com for resolution This is a follow up regarding your conversation with John [redacted] of my staff It is my understanding that Mr [redacted] has discussed this inappropriate carrier conduct with our Distributor who has assured us this behavior will cease You have John’s phone number going forward if you require further assistance I regret that your requests for supervisor call back were not handled more promptly As promised, your account was credited for two weeks of Star Tribune service I appreciate your patienceAgain, our sincere apologies for the inconvenience this caused you We believe the issues have been resolved with the Distributor Thank you for being a Star Tribune customer Sincerely, Arden [redacted] Senior Vice President, Circulation
Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ Dear Ms [redacted] : We are in receipt of your complaint to the regarding unwanted papers dumped at your propertyWe 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 subscriptionsThe remaining one has been stopped immediately We have notified the Distributor that there are no active subscribers currently at these two building addressesIf 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 / [redacted] (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 / [redacted] (4000, 26, 2016/01/05) */ We are trying to figure out who is doing this alsoThese two buildings are not scheduled for TCV (Twin Cities Values) either in the mail or deliveredThere are no StribExress papers scheduled for this buildingThere was one complimentary Sunday Star Tribune being delivered to [redacted] , but is stopped as of 1/10/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 requestedWe are as frustrated as youWe 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 / [redacted] (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, ***
Star Tribune Acct: # [redacted] Dear Ms [redacted] : We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your subscription and being sent to collectionsWe 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 found two subscriptions: Acct [redacted] from August to June and Acct [redacted] from February to November On your most current account you started a 13-week, Sunday print plus Digital Access subscription on 2/9/from one of our kiosk vendors at a special introductory rate The above policy is on the order form that you signed to start the subscription You renewed this subscription several times with the last expire date listed as 8/7/ Renewal invoices were sent to you on 7/17/(three weeks prior to the expire date), 8/21/16, 9/18/16, and a final invoice on 11/5/when service was stopped in our system for non-payment--all requesting that you call to stop delivery There is no indication of you calling or contacting us to stop delivery or questioning the final past due bill Your calls after receiving the collections notice are noted on the account You were incorrectly told that you were charged for the digital access part of the subscription thru January Dawn ***, Circulation Customer Service Manager, will also review the calls and deal appropriately with any miscommunication or inappropriate responses by the reps 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 misunderstanding or inconvenience that this issue caused you Also, thank you for the years you were a Star Tribune subscriber 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
Star Tribune Acct: # [redacted] Dear Ms [redacted] : We are in receipt of your second complaint regarding property damage from September 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 $(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 $ 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
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 meI will continue to reach out to Glenn [redacted] through email and explore social media options until adjustments can be made on the current mailingsThis is regarding the hidden extra charges listed on the back page, which the customer are not fully aware ofNo need to send back any monies and appreciate no further calls for paper renewal
Star Tribune Acct: # [redacted] [redacted] [redacted] Bemidji, MN Dear Ms [redacted] : We are in receipt of your complaint regarding the failure to start of your father’s Star Tribune home delivery subscriptionWe apologize that you needed to take this to the Revdex.com for resolution First, our apologies that it took almost two weeks to resolve your complaint It went to one of our off-site News offices first and didn’t get to the Circulation Department until a week later This letter is following up and confirming the steps Scott [redacted] , State Operations Manager, took to resolve your father’s home delivery issue After speaking to you, your father, and locating the correct address in our system; Scott contacted the Distributor in your area and paper delivery started Friday, January 13th Scott also followed up with your father to make sure that delivery continued and was satisfactory Although credit was on the account for most of the missed papers, as of 1/16/2017, the full payment amount was back on the account for a fresh start The new expire date is April 19, Again, our sincere apologies that the complaint was not resolved immediately Thank you giving your father a Star Tribune subscription Sincerely, Arden [redacted] Senior Vice President, Circulation
December 4, [redacted] St Louis Park, MN Re: Revdex.com Minnesota Case No: [redacted] Star Tribune Acct: # [redacted] Dear Ms [redacted] : As discussed by telephone today, I’m very sorry about the poor results with Thanksgiving service in recent years Your frustration expressed in your complaint with the Revdex.com was understandable In addition to the credit you received for the missed paper on 11/23, I have credited your account in the amount of $15.92, adding months of Sunday service for your inconvenience I would be happy to contact our distributor in advance of next year’s edition – I’m confident we can do better job than recent history suggests Feel free to let me know Sorry again for the holiday vexation – may the balance of this holiday season be bright Sincerely, John [redacted] Department Administrator, Circulation
Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ Mr [redacted] : First I apologize that you needed to take your complaint to the Revdex.com for resolutionWe are a little puzzled that you felt you needed to after reviewing your account and speaking to a couple of our managers What we learned from them and your account is: - You signed up for a 26-week, Sunday-only subscription on May 5, 2015, via a kiosk offer; and your credit card was processed to pay $for the subscription in advance - Delivery was scheduled to start on May 10, - On May 8th you spoke to MsWidman, who stopped your subscription before delivery could be made and requested a full refund - On May 11, 2015, a refund of $was processed through our Finance department and credited back to the credit card that you used to pay for the subscription - On or about June 1, 2015, you spoke to Conrad Anderson, who confirmed that we had processed the refund and you needed to check with your credit card companyDepending on the the credit card company's refund/credit policy, they can hold the credit up to days before applying it to your account We acted immediately and responsively to your requestYour payment was processed at the time you signed up for the subscriptionbefore you changed your mindWe could not cancel that transaction because it had already been electronically processedI don't know why it didn't show up on your cc statement until 5/ If you have not received the credit on your cc statement in days, please let us know and we will research it further from our end Sincerely, [redacted] Vice President, Circulation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/03) */ They refunded my credit card Thank you, ***