March 9, [redacted] M [redacted] Richfield, MN Re: MN Revdex.com Complaint: [redacted] Star Tribune Acct: # [redacted] Dear Ms [redacted] : We have received your complaint regarding missed deliveries and of the Star Tribune this past weekI regret that we were unable to remedy this delivery problem more quickly I have been in touch with our Richfield distributor who acknowledged these service issues in your area It’s true that we have been hard hit by greater than usual carrier turnover in since the first of the year He will do take all possible steps to resume reliable delivery as quickly as possibleI have also asked that he call you to discuss the timetable for improvement My sincere apology for the inconvenience this caused you Your account has been credited for two weeks of additional service We appreciate your patience during this difficult but temporary period I do appreciate and thank you for being a Star Tribune customer Sincerely, John [redacted] Department Administrator, Circulation cc: [redacted] ***, Revdex.com of MN
I am rejecting this response because:Which would be more costly to Star Tribune, stopping my paper for 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 freeThey 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 Mr [redacted] : We are in receipt of your complaint regarding the continued autopay charges to your credit card and failure to stop your subscriptionWe apologize that you needed to take this to the Revdex.com for resolution After reviewing your account, we see where you called in on 2/5/16, and the rep entered a transaction to stop the automatic, 4-week charge to your credit card for your Premium Digital Access subscription Unfortunately, the rep missed checking the final box to stop the auto charge Also, the rep did not do the perm stop transaction to stop the subscription, which would also have stopped any further charges to your credit card I agree that you are entitled to the full refund of $that you requested The customer service rep did issue you a credit of $that was refunded directly to your credit card Enclosed is a check in the amount of $for the balance of the refund Our Customer Service Manager will be following up with the customer service reps regarding the mistakes that were made on your account Again, our apologies for the mistakes made on your account Thank you for trying the Star Tribune’s Premium Digital Access subscription Sincerely, Arden [redacted] Senior Vice President, Circulation
Initial Business Response / [redacted] (1000, 5, 2015/04/08) */ Dear Mr***: We are in receipt of your complaint to the Revdex.com regarding poor delivery service because your paper was not delivered to the tube, but tossed on the groundWe apologize that you needed to take this to the Revdex.com for resolution Upon reviewing your account, we see that your wife started a 52-week, Sunday-only print subscription from a Groupon offer on April 23, 2014, via the internet at the rate of $for the entire termI also see the following complaints on your account: - 9/28/Missed delivery (credit given) - 3/11/Wrong location--put in paper tube - 3/15/Wrong location--put in paper tube, please call back - 4/8/Called to cancel paper on 4/27/(at end of 52-week subscription) Customer Service notes on the account: - 2/25/Called customer - customer didn't have time to talk - 3/13/Sent message to Distributor to deliver to tube, not ground - 3/24/Called customer - still having placement issues will follow up - 4/8/Will contact Distributor to request paper in tube Also when checking your account, it was discovered that a delivery request to the tube had not been entered on your accountThis is an issue on the part of customer service and they should have caught that and immediately put "to tube" instructions on your accountThis would also have helped the Distributor see your placement request immediately and always We also contacted the Distributor with your complaint to the Revdex.com, have changed your delivery request to read "TUBE" delivery, and again apologize for this not being resolved after your first call in March Respectfully, your account does not indicate all the calls and hours spent on the phone regarding your issues since Christmas as you statedThe first call on the account regarding placement was in March with only one missed paper call prior to that in September If you wish to continue your subscription, we will honor the Groupon rate for another subscription term Sincerely, [redacted] Vice President, Circulation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Newspaper not delivered as promised Final Consumer Response / [redacted] (3000, 19, 2015/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have not received the paper the last weeksWhen I did not receive weeks ago I called in and was told I would be given credit - well that never happenedCarrier just QUIT delivering paper before subscription was upSuper crappy service - the ultimate poor service! Final Business Response / [redacted] (4000, 21, 2015/05/14) */ The complaint entered on April 5th, was for wrong location, not missed paperHowever, I have entered credit for three papers you indicate you missed and it will be refunded to you within two weeks
Initial Business Response / [redacted] (1000, 5, 2016/01/28) */ We understand from Dawn ***, Customer Service Manager, that your papers were not delivered to your door this past weekend as requestedThe Distributor had assured us that the weekend carrier was instructed to deliver to the door and placement was going to be checkedWe are continuing to work with the Distributor and his carriers to make sure delivery is to your doorWe will update further when we are sure this is happening
Star Tribune Acct: # [redacted] Dear Ms***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper deliveryWe apologize that you needed to take this to the Revdex.com for resolution First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers Upon reviewing your account, we see the most recent subscription was a 26-week, Sunday print subscription requested on 8/2/from a special email offer Renewal invoices dated 12/25/(prior to expire date) and 1/29/were sent to you All invoices clearly stated that the customer needed to call to stop deliveryReceipt of an email was noted on 2/3/requesting delivery be stopped It was stopped immediately upon receipt of the email As a one-time courtesy, we have removed the past due balance from your accountWe apologize for any inconvenience this caused you Thank you subscribing to the Star Tribune and hope you will consider us again in the future Sincerely, Arden [redacted] Senior Vice President, Circulation Star Tribune Acct: # [redacted] Dear Ms***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper deliveryWe apologize that you needed to take this to the Revdex.com for resolution First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers Upon reviewing your account, we see the most recent subscription was a 26-week, Sunday print subscription requested on 8/2/from a special email offer Renewal invoices dated 12/25/(prior to expire date) and 1/29/were sent to you All invoices clearly stated that the customer needed to call to stop deliveryReceipt of an email was noted on 2/3/requesting delivery be stopped It was stopped immediately upon receipt of the email As a one-time courtesy, we have removed the past due balance from your accountWe apologize for any inconvenience this caused you Thank you subscribing to the Star Tribune and hope you will consider us again in the future Sincerely, Arden [redacted] Senior Vice President, Circulation
November 8, [redacted] Edina, MN Re: Revdex.com ID [redacted] Star Tribune Acct: # [redacted] Dear Mr Berger: We are in receipt of your complaint regarding continued delivery and billing beyond the original expiration date of your subscription Star Tribune invoices do advise customers that service and billing do not automatically stop at the end of the subscription term and state that subscribers should contact the Star Tribune if they wish to stop service Prior to your renewal date of 9/4/2017, we forwarded an invoice containing this information We sent subsequent invoices to you on 9/and 10/which alerted you to your continuing serviceWe provide this grace period as a courtesy to our print and digital subscribers to prevent an unwanted interruption in service should payment be received after the due date This said, we do appreciate you being a subscriber and regret that you have chosen to stop service Misunderstanding of this policy does occur at times and we trust that you intended to stop service upon the expiration date As a one-time courtesy, we have written off the past due balance of $ The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about any adverse impact on your credit rating as a result We appreciate you trying our Star Tribune digital service and hope you will consider subscribing again in the near future Sincerely, John [redacted] Department Administrator, Circulation cc: [redacted] ***, Revdex.com
Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ Ms [redacted] , We are in receipt of your complaint to the Revdex.com regarding continue delivery and billing after the expire date and going to collections 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, and website solicitations for new subscribers Upon reviewing your account, we see that you were a customer since During those many years, you utilized the grace period described abobe to not disrupt your service and paid up to several weeks after the expire dateYou also received invoices dated 11/23/14, 12/28/14, 1/25/15, a call and voicemail regarding delivery and amount owed, and a final invoice on 3/14/15, when delivery was stopped for nonpaymentAll inoivces clearly outlined the above policy and stated that the customer needed to call to stop delivery Based on your account activity, we would not have known that you wanted to stop delivery We apologize for any inconvenience this caused youThank you for the payment and being a Star Tribune reader for many years Also, please know that we do not report any past due subscription bills to any of the credit bureaus, so there is no impact to your credit Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) While the invoice may state that delivery would continue it does not indicate that the subscriber is responsible for the cost of papers delivered after the subscription runs out Again, I don't really care about the cost, it's the principle of this unfair business practiceSince this experience, I have found several friends had the same unpleasant experience with the Minneapolis Star TribuneI hope they realize that this practice has turned many people off to them and they are losing more than my business over it
Mr***: First our apologies for not responding within days Several people have been out of the office Your subscription account has been credited for the $as requested and will be refunded back to your credit card in the next few days Also, a formal letter will be sent to you regarding the issue, resolution, and our apologies The Customer Service Manager will be made aware of the issues you noted regarding your calls to our customer service center and will coach and deal with the appropriate people We will also copy the Revdex.com with the formal letter Thank you for bringing this to our attention
Initial Business Response / [redacted] (1000, 5, 2015/04/08) */ Dear Ms [redacted] : We are in receipt of your complaint to the Revdex.com regarding continued delivery of the newspaper past the subscription end date, continued billing, and being sent to collections after you had called to stop deliveryWe 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 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, Wednesday-Sunday print subscription was started on May 1, 2014, via the internet on a special offerRenewal invoices were sent to you on 7/13/(weeks prior to expire date), 8/17/14, 9/14/14, and 10/31/14, 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 JulyI apologize for any error on our part that caused your account to go to collections We have written off the past due balance and pulled the account from collectionsWe are very 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, [redacted] Vice President, Circulation
Initial Business Response / [redacted] (1000, 5, 2016/02/15) */ Mr [redacted] : First, we apologize for all the issues regarding your collectionsYes you did resolve the past due bill on account [redacted] in October The calls from [redacted] collections should have stopped immediatelyWe confirmed that your account was pulled from them on 2/6/The problem arose because the payment went through the Star Tribune and the rep did not contact B&B immediately to stop Yes, you do have two accounts, but they did not overlap and you were never double billed: Acct [redacted] : started 11/18/and stopped 2/26/ Acct [redacted] : started 4/27/- months after first account stopped The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction
We apologize that we did not respond earlier--just found complaint on 4/12/16--issues with new Revdex.com web site and complaint notification to the Star Tribune.Upon reviewing your account, We see your call on 3/7/requesting to cancel your automatic payment and your subscription The rep put in a stop at expire on 3/31/as discussed with you Unfortunately, the rep forgot to stop the automatic payment, and your credit card was charged again on 3/23/ You called in immediately upon finding the charge A refund of $was processed on 3/25/to be credited back to your credit card Your subscription was stopped effective 3/31/16.We are very sorry for the time and inconvenience this caused you The rep will be coached and retrained on the steps to stop subscriptions that are on autopay The autopayment has to be stopped as well as the subscription.Thank you for being a Star Tribune subscriber.Arden [redacted] Senior Vice President, Circulation
Star Tribune Acct: # [redacted] Dear Mr [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 processWe 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 decisionBut 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 for a few days I apologize for the time and inconvenience this may have caused you Thank you for being a long-time Star Tribune subscriber Sincerely, Arden [redacted] Senior Vice President, Circulation
The entire line you are referencing states “After 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 hour notice is givenHowever, 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 noticeAs I mentioned in my previous response, despite that clause being in the lease we do try to honor our resident’s entry preferences whenever possibleI have made note of your preference and do not anticipate any similar issues moving forwardBut 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 givenAgain, 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 futureI’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
Dear Ms [redacted] : We are in receipt of your complaint regarding the increased renewal cost for your Star Tribune subscriptionWe apologize that you needed to take this to the Revdex.com for resolution We understand that you may have been under the impression that your rate was a “lifetime” or “perpetual” rate of some sort Unfortunately, Star Tribune does not offer rates or discounts that are guaranteed for a subscriber’s lifetimeYou were on a deeply-discounted introductory rate and it clearly states on our printed and on-line promotional materials: “This offer is for new subscribers only and limited to households within designated home delivery areas Rate may change after introductory offer period.” You received a renewal notice at the basic subscription rate You are not eligible for another discounted subscription Like most companies, Star Tribune needs to maintain the flexibility to adjust its rates from time to time to respond to changing costs and other conditionsFor that reason, although we use commercially reasonable efforts to honor a subscriber’s rate through the end of the subscriber’s then-current paid subscription period, we do reserve the right to change rates at any timeWe do our best to publish and deliver to you a high-quality newspaper at a reasonable cost, and we hope that you will continue to subscribe to the Star Tribune newspaperThank you for your many years of being a loyal Star Tribune subscriberSincerely, Arden [redacted] Senior Vice President, Circulation
Star Tribune Acct: # [redacted] Dear Mr [redacted] : We are in receipt of your complaint regarding the continued access and billing past the expire date of your digital subscriptionWe 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 4-week, Premium Digital subscription on 11/27/via the internet at a special introductory rate When indicating payment type, you would have had to check credit card and also check renewal During the final step, you would have been notified of the above policy and had to check an agreement box to start the subscriptionThe account shows one 13-week renewal and cc payment The next renewal invoices were sent to you on 3/27/16, 4/10/16, 5/15/16, and a final invoice on 6/24/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 5/19/regarding your accountWe are sorry if there was any misunderstanding regarding the terms you checked online As a one-courtesy, we wrote off the past due balance We apologize for any inconvenience that this issue caused you The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction Sincerely, Arden [redacted] Senior Vice President, Circulation
Creaky floors within an older building are not a quiet enjoyment issue And Buckeye Real Estate has acted quickly on the or so repair issues that you have experienced in your home during your lease termsWhile 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
Star Tribune Acct: # [redacted] Dear Ms [redacted] : We are in receipt of your complaint regarding the continued delivery of Sunday papers after you stopped weekend delivery in SeptemberWe apologize that you needed to take this to the Revdex.com for resolution Upon review of your account, we see that you stopped your 7-day subscription the end of September, but continued with Monday thru Friday delivery until 11/5/ We contacted the Distributor, and he specifically talked to the weekend carrier to not deliver to your address You were not charged for any weekend papers since the end of September We believe that the problem has been resolved Again, our sincere apologies for any inconvenience this caused you Thank you for bringing this to our attention Sincerely, Arden [redacted] Senior Vice President, Circulation
I am rejecting this response because: I have heard the same thing over and over and over and over every week that I called in and nothing and I do mean nothing changedI thought the Star Tribune valued the customer and to make things betterThis is not the Star Tribune I remember growing up and hearing my grandparents talk aboutWhat I am asking for isn't much
March 9, [redacted] M [redacted] Richfield, MN Re: MN Revdex.com Complaint: [redacted] Star Tribune Acct: # [redacted] Dear Ms [redacted] : We have received your complaint regarding missed deliveries and of the Star Tribune this past weekI regret that we were unable to remedy this delivery problem more quickly I have been in touch with our Richfield distributor who acknowledged these service issues in your area It’s true that we have been hard hit by greater than usual carrier turnover in since the first of the year He will do take all possible steps to resume reliable delivery as quickly as possibleI have also asked that he call you to discuss the timetable for improvement My sincere apology for the inconvenience this caused you Your account has been credited for two weeks of additional service We appreciate your patience during this difficult but temporary period I do appreciate and thank you for being a Star Tribune customer Sincerely, John [redacted] Department Administrator, Circulation cc: [redacted] ***, Revdex.com of MN
I am rejecting this response because:Which would be more costly to Star Tribune, stopping my paper for 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 freeThey 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
Our staff has phoned Ms [redacted] and is continuing work to resolve her concerns
Star Tribune Acct: # [redacted] Dear Mr [redacted] : We are in receipt of your complaint regarding the continued autopay charges to your credit card and failure to stop your subscriptionWe apologize that you needed to take this to the Revdex.com for resolution After reviewing your account, we see where you called in on 2/5/16, and the rep entered a transaction to stop the automatic, 4-week charge to your credit card for your Premium Digital Access subscription Unfortunately, the rep missed checking the final box to stop the auto charge Also, the rep did not do the perm stop transaction to stop the subscription, which would also have stopped any further charges to your credit card I agree that you are entitled to the full refund of $that you requested The customer service rep did issue you a credit of $that was refunded directly to your credit card Enclosed is a check in the amount of $for the balance of the refund Our Customer Service Manager will be following up with the customer service reps regarding the mistakes that were made on your account Again, our apologies for the mistakes made on your account Thank you for trying the Star Tribune’s Premium Digital Access subscription Sincerely, Arden [redacted] Senior Vice President, Circulation
Initial Business Response / [redacted] (1000, 5, 2015/04/08) */ Dear Mr***: We are in receipt of your complaint to the Revdex.com regarding poor delivery service because your paper was not delivered to the tube, but tossed on the groundWe apologize that you needed to take this to the Revdex.com for resolution Upon reviewing your account, we see that your wife started a 52-week, Sunday-only print subscription from a Groupon offer on April 23, 2014, via the internet at the rate of $for the entire termI also see the following complaints on your account: - 9/28/Missed delivery (credit given) - 3/11/Wrong location--put in paper tube - 3/15/Wrong location--put in paper tube, please call back - 4/8/Called to cancel paper on 4/27/(at end of 52-week subscription) Customer Service notes on the account: - 2/25/Called customer - customer didn't have time to talk - 3/13/Sent message to Distributor to deliver to tube, not ground - 3/24/Called customer - still having placement issues will follow up - 4/8/Will contact Distributor to request paper in tube Also when checking your account, it was discovered that a delivery request to the tube had not been entered on your accountThis is an issue on the part of customer service and they should have caught that and immediately put "to tube" instructions on your accountThis would also have helped the Distributor see your placement request immediately and always We also contacted the Distributor with your complaint to the Revdex.com, have changed your delivery request to read "TUBE" delivery, and again apologize for this not being resolved after your first call in March Respectfully, your account does not indicate all the calls and hours spent on the phone regarding your issues since Christmas as you statedThe first call on the account regarding placement was in March with only one missed paper call prior to that in September If you wish to continue your subscription, we will honor the Groupon rate for another subscription term Sincerely, [redacted] Vice President, Circulation Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Newspaper not delivered as promised Final Consumer Response / [redacted] (3000, 19, 2015/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have not received the paper the last weeksWhen I did not receive weeks ago I called in and was told I would be given credit - well that never happenedCarrier just QUIT delivering paper before subscription was upSuper crappy service - the ultimate poor service! Final Business Response / [redacted] (4000, 21, 2015/05/14) */ The complaint entered on April 5th, was for wrong location, not missed paperHowever, I have entered credit for three papers you indicate you missed and it will be refunded to you within two weeks
Initial Business Response / [redacted] (1000, 5, 2016/01/28) */ We understand from Dawn ***, Customer Service Manager, that your papers were not delivered to your door this past weekend as requestedThe Distributor had assured us that the weekend carrier was instructed to deliver to the door and placement was going to be checkedWe are continuing to work with the Distributor and his carriers to make sure delivery is to your doorWe will update further when we are sure this is happening
Star Tribune Acct: # [redacted] Dear Ms***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper deliveryWe apologize that you needed to take this to the Revdex.com for resolution First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers Upon reviewing your account, we see the most recent subscription was a 26-week, Sunday print subscription requested on 8/2/from a special email offer Renewal invoices dated 12/25/(prior to expire date) and 1/29/were sent to you All invoices clearly stated that the customer needed to call to stop deliveryReceipt of an email was noted on 2/3/requesting delivery be stopped It was stopped immediately upon receipt of the email As a one-time courtesy, we have removed the past due balance from your accountWe apologize for any inconvenience this caused you Thank you subscribing to the Star Tribune and hope you will consider us again in the future Sincerely, Arden [redacted] Senior Vice President, Circulation Star Tribune Acct: # [redacted] Dear Ms***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper deliveryWe apologize that you needed to take this to the Revdex.com for resolution First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers Upon reviewing your account, we see the most recent subscription was a 26-week, Sunday print subscription requested on 8/2/from a special email offer Renewal invoices dated 12/25/(prior to expire date) and 1/29/were sent to you All invoices clearly stated that the customer needed to call to stop deliveryReceipt of an email was noted on 2/3/requesting delivery be stopped It was stopped immediately upon receipt of the email As a one-time courtesy, we have removed the past due balance from your accountWe apologize for any inconvenience this caused you Thank you subscribing to the Star Tribune and hope you will consider us again in the future Sincerely, Arden [redacted] Senior Vice President, Circulation
November 8, [redacted] Edina, MN Re: Revdex.com ID [redacted] Star Tribune Acct: # [redacted] Dear Mr Berger: We are in receipt of your complaint regarding continued delivery and billing beyond the original expiration date of your subscription Star Tribune invoices do advise customers that service and billing do not automatically stop at the end of the subscription term and state that subscribers should contact the Star Tribune if they wish to stop service Prior to your renewal date of 9/4/2017, we forwarded an invoice containing this information We sent subsequent invoices to you on 9/and 10/which alerted you to your continuing serviceWe provide this grace period as a courtesy to our print and digital subscribers to prevent an unwanted interruption in service should payment be received after the due date This said, we do appreciate you being a subscriber and regret that you have chosen to stop service Misunderstanding of this policy does occur at times and we trust that you intended to stop service upon the expiration date As a one-time courtesy, we have written off the past due balance of $ The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about any adverse impact on your credit rating as a result We appreciate you trying our Star Tribune digital service and hope you will consider subscribing again in the near future Sincerely, John [redacted] Department Administrator, Circulation cc: [redacted] ***, Revdex.com
Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ Ms [redacted] , We are in receipt of your complaint to the Revdex.com regarding continue delivery and billing after the expire date and going to collections 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, and website solicitations for new subscribers Upon reviewing your account, we see that you were a customer since During those many years, you utilized the grace period described abobe to not disrupt your service and paid up to several weeks after the expire dateYou also received invoices dated 11/23/14, 12/28/14, 1/25/15, a call and voicemail regarding delivery and amount owed, and a final invoice on 3/14/15, when delivery was stopped for nonpaymentAll inoivces clearly outlined the above policy and stated that the customer needed to call to stop delivery Based on your account activity, we would not have known that you wanted to stop delivery We apologize for any inconvenience this caused youThank you for the payment and being a Star Tribune reader for many years Also, please know that we do not report any past due subscription bills to any of the credit bureaus, so there is no impact to your credit Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) While the invoice may state that delivery would continue it does not indicate that the subscriber is responsible for the cost of papers delivered after the subscription runs out Again, I don't really care about the cost, it's the principle of this unfair business practiceSince this experience, I have found several friends had the same unpleasant experience with the Minneapolis Star TribuneI hope they realize that this practice has turned many people off to them and they are losing more than my business over it
Mr***: First our apologies for not responding within days Several people have been out of the office Your subscription account has been credited for the $as requested and will be refunded back to your credit card in the next few days Also, a formal letter will be sent to you regarding the issue, resolution, and our apologies The Customer Service Manager will be made aware of the issues you noted regarding your calls to our customer service center and will coach and deal with the appropriate people We will also copy the Revdex.com with the formal letter Thank you for bringing this to our attention
Initial Business Response / [redacted] (1000, 5, 2015/04/08) */ Dear Ms [redacted] : We are in receipt of your complaint to the Revdex.com regarding continued delivery of the newspaper past the subscription end date, continued billing, and being sent to collections after you had called to stop deliveryWe 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 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, Wednesday-Sunday print subscription was started on May 1, 2014, via the internet on a special offerRenewal invoices were sent to you on 7/13/(weeks prior to expire date), 8/17/14, 9/14/14, and 10/31/14, 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 JulyI apologize for any error on our part that caused your account to go to collections We have written off the past due balance and pulled the account from collectionsWe are very 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, [redacted] Vice President, Circulation
Initial Business Response / [redacted] (1000, 5, 2016/02/15) */ Mr [redacted] : First, we apologize for all the issues regarding your collectionsYes you did resolve the past due bill on account [redacted] in October The calls from [redacted] collections should have stopped immediatelyWe confirmed that your account was pulled from them on 2/6/The problem arose because the payment went through the Star Tribune and the rep did not contact B&B immediately to stop Yes, you do have two accounts, but they did not overlap and you were never double billed: Acct [redacted] : started 11/18/and stopped 2/26/ Acct [redacted] : started 4/27/- months after first account stopped The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction
We apologize that we did not respond earlier--just found complaint on 4/12/16--issues with new Revdex.com web site and complaint notification to the Star Tribune.Upon reviewing your account, We see your call on 3/7/requesting to cancel your automatic payment and your subscription The rep put in a stop at expire on 3/31/as discussed with you Unfortunately, the rep forgot to stop the automatic payment, and your credit card was charged again on 3/23/ You called in immediately upon finding the charge A refund of $was processed on 3/25/to be credited back to your credit card Your subscription was stopped effective 3/31/16.We are very sorry for the time and inconvenience this caused you The rep will be coached and retrained on the steps to stop subscriptions that are on autopay The autopayment has to be stopped as well as the subscription.Thank you for being a Star Tribune subscriber.Arden [redacted] Senior Vice President, Circulation
Star Tribune Acct: # [redacted] Dear Mr [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 processWe 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 decisionBut 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 for a few days I apologize for the time and inconvenience this may have caused you Thank you for being a long-time Star Tribune subscriber Sincerely, Arden [redacted] Senior Vice President, Circulation
The entire line you are referencing states “After 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 hour notice is givenHowever, 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 noticeAs I mentioned in my previous response, despite that clause being in the lease we do try to honor our resident’s entry preferences whenever possibleI have made note of your preference and do not anticipate any similar issues moving forwardBut 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 givenAgain, 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 futureI’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
Dear Ms [redacted] : We are in receipt of your complaint regarding the increased renewal cost for your Star Tribune subscriptionWe apologize that you needed to take this to the Revdex.com for resolution We understand that you may have been under the impression that your rate was a “lifetime” or “perpetual” rate of some sort Unfortunately, Star Tribune does not offer rates or discounts that are guaranteed for a subscriber’s lifetimeYou were on a deeply-discounted introductory rate and it clearly states on our printed and on-line promotional materials: “This offer is for new subscribers only and limited to households within designated home delivery areas Rate may change after introductory offer period.” You received a renewal notice at the basic subscription rate You are not eligible for another discounted subscription Like most companies, Star Tribune needs to maintain the flexibility to adjust its rates from time to time to respond to changing costs and other conditionsFor that reason, although we use commercially reasonable efforts to honor a subscriber’s rate through the end of the subscriber’s then-current paid subscription period, we do reserve the right to change rates at any timeWe do our best to publish and deliver to you a high-quality newspaper at a reasonable cost, and we hope that you will continue to subscribe to the Star Tribune newspaperThank you for your many years of being a loyal Star Tribune subscriberSincerely, Arden [redacted] Senior Vice President, Circulation
Star Tribune Acct: # [redacted] Dear Mr [redacted] : We are in receipt of your complaint regarding the continued access and billing past the expire date of your digital subscriptionWe 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 4-week, Premium Digital subscription on 11/27/via the internet at a special introductory rate When indicating payment type, you would have had to check credit card and also check renewal During the final step, you would have been notified of the above policy and had to check an agreement box to start the subscriptionThe account shows one 13-week renewal and cc payment The next renewal invoices were sent to you on 3/27/16, 4/10/16, 5/15/16, and a final invoice on 6/24/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 5/19/regarding your accountWe are sorry if there was any misunderstanding regarding the terms you checked online As a one-courtesy, we wrote off the past due balance We apologize for any inconvenience that this issue caused you The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction Sincerely, Arden [redacted] Senior Vice President, Circulation
Creaky floors within an older building are not a quiet enjoyment issue And Buckeye Real Estate has acted quickly on the or so repair issues that you have experienced in your home during your lease termsWhile 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
Star Tribune Acct: # [redacted] Dear Ms [redacted] : We are in receipt of your complaint regarding the continued delivery of Sunday papers after you stopped weekend delivery in SeptemberWe apologize that you needed to take this to the Revdex.com for resolution Upon review of your account, we see that you stopped your 7-day subscription the end of September, but continued with Monday thru Friday delivery until 11/5/ We contacted the Distributor, and he specifically talked to the weekend carrier to not deliver to your address You were not charged for any weekend papers since the end of September We believe that the problem has been resolved Again, our sincere apologies for any inconvenience this caused you Thank you for bringing this to our attention Sincerely, Arden [redacted] Senior Vice President, Circulation
I am rejecting this response because: I have heard the same thing over and over and over and over every week that I called in and nothing and I do mean nothing changedI thought the Star Tribune valued the customer and to make things betterThis is not the Star Tribune I remember growing up and hearing my grandparents talk aboutWhat I am asking for isn't much