We contacted our fulfillment vendor and they clarified their original response to us They mailed out the voucher to be filled out by Mr [redacted] but did not receive the filled out form back to mail out the actual gift card We apologize for the miscommunication Your account was credited for $10.00, which extends the subscription [redacted] Consumer Final Response **I do not concur with the closing of the case, because my questions were not answered.I've indicated that I applied for the gift card on line and sent proof of this factThis was ignored both by Arden [redacted] and Thaddeus [redacted] of the Revdex.comArden [redacted] first lied about the gift card being sent and not redeemedHe never investigated the online submissionManagement Integrity is now the issue
Dear Mr [redacted] : We are in receipt of your complaint regarding the mistaken start of a Star Tribune subscription from a telemarketing call after you told them you did not want to start at that timeWe apologize that you needed to take this to the Revdex.com for resolution This letter is a written follow up to your telephone conversation with my assistant Cindy [redacted] Per your conversation, we are pulling the telemarketing call, so we can understand why the subscription was started and coach the rep Cindy clarified that you did not have to prepay to receive the gift card on this offer, but that the gift card would not be sent until the bill was paid This will also confirm that a subscription has been started based on the same offer effective Sunday, May 15th An invoice will be sent to you, and the gift card will be processed after your payment is receivedFinally, the small balance on your account from the mistaken start was written offI believe this is a satisfactory resolution to your complaint Thank you for being a Star Tribune subscriberSincerely, Arden [redacted] Senior Vice President, Circulation
Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ State Fair ticket request was honored even with future start by Circulation Marketing DeptTickets were mailed via 1st Class and personally dropped off at the main Minneapolis USPS on Monday, 8/31/15, by the Director of Consumer Marketing This was resolved before receiving the Revdex.com Complaint, which was just opened today Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Before I accept this response, I want to have them respond via this form so I have it in writing that my account has been extended through July 31, I was told by the Manager on August 28th that she would do this but I would like it in writing as I no longer trust the Star Tribune's promises Final Business Response / [redacted] (4000, 9, 2015/09/11) */ Since the State Fair Tickets were mailed to you, your account will not be credited for $and your expiration date will not be extended beyond the original weeksWe made an exception sending you the tickets for a subscription that had not started yetThat was the $value that the rep was going to give you in lieu of the tickets, but the tickets had been sent
Initial Business Response / [redacted] (1000, 5, 2015/12/03) */ Dear Mr***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper delivery and being sent to 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 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 you started a 26-week, Sunday print subscription on 5/21/from a Groupon offer at a low introductory rate with an expire date of 11/23/We sent two renewal invoices and on 12/17/2014, we received a payment to extend your subscription for another weeks with a new expire date of 5/24/During the four weeks between the original expire date and your payment, you continued to receive the newspaperAll invoices clearly stated that the customer needed to call to stop deliveryRenewal invoices were again sent to you on 4/26/(three weeks prior to the new expire date), 5/24/2015, 6/14/and a final invoice on 8/1/when delivery was stopped for non-paymentA customer service rep also tried to call you on 6/22/and left a voicemailBased on the above, we would not have known you were not renewing without you contacting us As a one-courtesy, we have written off the past due balance of $Thank you trying the Star Tribune The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction Sincerely, Arden [redacted] Senior Vice President, Circulation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am appreciative of and pleased with Star Tribune's willingness to write-off the $past due amountMoreover, I am please with the thorough explanation provided by Arden [redacted]
Star Tribune Acct: # [redacted] Dear Ms [redacted] : We are in receipt of your property damage complaintWe apologize that you needed to take this to the Revdex.com for resolution Upon review of your account, we see that you have called in a complaint about damaged steps on 9/23/and followed up several times when you did not receive the requested call from the Distributor to resolve the issue This is unacceptable and not the premier service we want to provide to our subscribers The Home Delivery Manager and Distributor were contacted immediatelyIt is our understanding that the Distributor did contact you this past weekend to resolve the step damage issue Again, our sincere apologies that the damage complaint was not addressed immediately Thank you for bringing this to our attention and being a long-time Star Tribune subscriber Sincerely, Arden [redacted] Senior Vice President, Circulation
November 28, [redacted] E [redacted] [redacted] Minneapolis, MN Re: Revdex.com Minnesota Case No: [redacted] Star Tribune Acct: # [redacted] Dear Ms [redacted] : Thank you for your patience during our investigation and resolution of your property damage claim I’m certain the damage was caused by an inadvertent toss of a newspaper – we’re naturally sorry this occurred I understand from my colleague, Steve ***, that you will forward the door repair claim ($170.45) to his attention He will expedite reimbursement once the invoice arrives I’m sorry for the miscue but am pleased we can look forward to your continued readership! Our best wishes to you for a happy holiday season Sincerely, John [redacted] Department Administrator, Circulation cc: [redacted] ***, Revdex.com Minnesota and North Dakota Steve ***, Star Tribune
Star Tribune Acct: # [redacted] Dear Mr [redacted] : We are in receipt of your complaint regarding continued placement problems with your Sunday Star Tribune deliveryWe apologize that you needed to take this to the Revdex.com for resolution After reviewing your account and your most recent move, your current address appears to be on a tube delivery route—delivery to a newspaper tube that is located next to the mailbox where your U.Smail is delivered The general rule is that the paper is delivered to a location close to where your mail is delivered We try to honor special door placement requests for handicapped or elderly customers who have a difficult time retrieving the newspaper We contacted the Distributor immediately upon receiving your complaint He spoke to the carrier requesting the paper be delivered to your door He even had your address checked by staff on the 19th They reported that the neighborhood had been delivered and thought your paper was already picked up, because they did not see it Your account showed a missed paper We spoke to him again on March 20th He was checking with the carrier again to make sure they understand where your paper should be delivered I believe it was delivered correctly this past Sunday Again, our sincere apologies for the inconvenience this caused you Thank you for bringing it to our attention and being a long-time Star Tribune customer Sincerely, Arden [redacted] Senior Vice President, Circulation
September 8, [redacted] Big Lake, MN Re: Revdex.com Minnesota Case No.: [redacted] Dear Ms***: We have received your complaint to the Revdex.com concerning unwanted delivery of the free, StribExpress product at your addressI regret that your previous attempts to stop this delivery were not successful We have reviewed the account information at your address and have confirmed that you are not to receive any delivered products from the Star TribuneWe have also added your phone number to our do not contact list Your account is not active so there is nothing in our data systems causing this product to be delivered I have contacted our local delivery agent for the Big Lake area directly concerning this problem – he has assured me that he will have his carrier stop this unwanted delivery immediately Please contact my assistant, John [redacted] , at ###-###-#### should the need arise Sincerely, Arden [redacted] Senior Vice President, Circulation cc: [redacted] ***, Revdex.com Minnesota and North Dakota
Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ First, we are sorry that you needed to take this to the Revdex.com for resolution Conrad [redacted] , Verification and Quality Assurance Manager was given your complaintYour address has been on the NO TCV List for several weeks The Distributor was told multiple times not to deliver TCV to your addressMr [redacted] has now told the Distributor that he has to contact you directly to resolve this problem and personally guarantee you that TCV will not be delivered to you again Per your request, we have also taken your address and phone number off all our marketing, sampling, or any delivery lists that might be created from our databaseIf your address was already scheduled to receive any marketing by mail, it can take up to days to be removed Again, we apologize for the inconvenience and frustration this has caused you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am giving the STrib the benefit of the doubt, and will see whether 1) the Distributor contacts me directly, 2) delivery ceases, and 3) I cease to get unsolicited mail or products from themIf any of these does not happen, I will submit a further complaint I would highly recommend that the STrib provide the actual human feedback to customer complaints which is certainly implied in the autoresponse email sent when a complaint is sent to them, namely "You should expect a reply within hours of receipt of this email." I have yet to receive a reply from them
Dear Ms [redacted] : We are in receipt of your complaint regarding the continued access and billing past the expire date of your digital subscription and being sent to 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 see that you started a 10-week, Premium Digital subscription on 7/22/via the internet at a special introductory rate You would have been notified of the above policy and had to check an agreement box to start the subscriptionThe expire date was listed as 9/30/ Renewal invoices were sent to you on 9/13/(two weeks prior to the expire date), 10/18/15, 11/22/15, and a final invoice on 12/29/when service was stopped in our system for non-payment all requesting that you call to stop delivery It’s also noted that we tried to call you on 11/24/and left a voicemail regarding your accountThe next note on the account was on 6/13/16, when you called after receiving the collections notice The past due balance of $was written off immediately and the collection company was notified to stop any further collection activity You also mentioned having problems with access Our customer service would have been happy to help you with any issues and make sure that you had complete access and were fully satisfied with your subscription We apologize for any for any misunderstanding and any inconvenience that this issue caused you The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction Sincerely, Arden [redacted] Senior Vice President, Circulation
Star Tribune Acct: # [redacted] Dear Ms [redacted] : We are in receipt of your complaint regarding your poor newspaper delivery service and incorrect refund amountWe apologize that you needed to take this to the Revdex.com for resolution Upon review of your account, we see that you started a Sunday print subscription on 7/24/2016, from a discounted direct mail offer, which you paid for on 8/9/ After not starting and several missed deliveries, you canceled your subscription and requested a full refund Due to a system error $was subtracted from your account prior to the refund check being issued Enclosed is the $that was shorted on your refund check I’ve also enclosed a $Caribou card for you to enjoy a coffee or treat on us Again, our sincere apologies for all the service problems you experienced This is totally unacceptable, and we will be working with the Distributor on the poor service Thank you for bringing this to our attention and attempting to try the Star Tribune Sincerely, Arden [redacted] Senior Vice President, Circulation Enclosures (2)
Dear Mr***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper subscription and being sent to 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 see that you started a 26-week, Sunday print plus Digital Access subscription on 8/3/from a direct mail offer Your original expire date was 2/1/ Renewal invoices were sent to you on 1/3/(three weeks prior to the expire date), 2/7/16, 2/28/16, and a final invoice on 4/16/when service was stopped in our system for non-payment all requesting that you call to stop delivery It’s also noted that we tried to call you on 3/3/and left a voicemail regarding your account As a one-courtesy, we have written off the past due balance and pulled the account from collectionsAgain, 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
Dear Mr [redacted] : We are in receipt of your complaint regarding the ongoing delivery of Twin Cities Values (TCV) after requests to stopWe apologize that you needed to take this to the Revdex.com for resolution Upon reviewing your address in our system, there are no Star Tribune publications scheduled for delivery to your addressIn addition, there is a note stating “NO TCV DELIVERY” on the address We contacted the Distributor contracted to deliver publications in your area regarding the continued TCV delivery issue and the Verification & Quality Assurance Manager The Distributor confirmed that your address is on no delivery lists from the Star Tribune The Distributor additionally took the following steps starting last week to resolve the issue: Talked to the carrier, who admitted that he was delivering from memory and not checking the delivery list The carrier apologized and stated that he would follow the list and make sure to have a special note not to deliver to your address in the futureMike [redacted] can be contacted at ###-###-#### if you should receive a TCV in the future and will personally pick it up We believe all the appropriate steps have been taken to make sure that your address no longer receives any unwanted Star Tribune products We are sorry for any inconvenience this has caused you Sincerely, Arden [redacted] Senior Vice President, Circulation
Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ Ms [redacted] : First, we apologize that you needed to take your complaint to the Revdex.com and for all the miscommunications with our customer serviceWe are puzzled too after reviewing your account about why your calls are not listed on your accountWe see: 3/23/- Internet start of a 7-day print subscription at the intro rate of $for weeks (less than half price) 3/29/- Invoice sent 4/19/- Invoice sent 5/17/- Invoice sent 5/23/- Note on account that you were called by customer service, but they were told to call baack 6/3/- Note on account that subscription was to stop on 5/ 6/3/- Payment of $ 6/4/- Pament decline of $ 6/4/- Balance adjusted off account 6/5/- Perm Stop Acct 6/10/- Final adjustment off account because of late stop Currently no balance on account and no payment by customer We had two different people go to startribune.com to see what happens when they click on "subscription" to see what happenedThey both saw the following (also see attachement): Subscribe today starting at cents/week! Find the subscription option that is right for you Select an option: Premium Digital Access - starting at $per week Sunday Paper + Unlimited Digital Access - starting at $per week Sunday Paper - starting at $per week 7-day Paper (Includes unlimited digital access!) - starting at $per week - Try it out for $for weeksAfter the intro period your subscription will cost $6.68/week (charged in installments of $every weeks) - that's less than $1/day Continue We cannot go back to the day you were online to know exactly what you saw when you started your subscription, but it should/would always have the rates listedWe are not trying to scam anyone and are very up front with intro offers that are increased after the original intro periodAll of our communications, offers, and invoices also clearly state that billing and delivery continues unless the customer contacts us Based on the issues you outlined, we have zeroed out your accountAlso, 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
I spoke to Ms [redacted] this afternoon I have received assurance from our distributor that we will begin delivering this free product to her address starting this weekend She will call me if future problems with delivery John [redacted] Asst to SVP, Circulation ###-###-####
Star Tribune Acct: # [redacted] ( [redacted] ***) Dear Mr***: We are in receipt of your complaint regarding receipt of unwanted StribExpressWe apologize that you needed to take this to the Revdex.com for resolution Upon reviewing your account, we see four complaints regarding unwanted delivery of Star Tribune products in I apologize that the delivery was not stopped It appears the complaint messages and stop requests were sent to the wrong distributor, which is why delivery did not stop after the first complaintWe contacted the correct Distributor in your area requesting that no Star Tribune product is delivered to your address going forward We also made sure that you are on the NO DELIVERY lists and do not receive any Star Tribune publications The Verification Manager was made aware of the problem also, so he can follow up on the issueWe are just as frustrated as you are and have taken all the steps to make sure you do not receive any further delivery of these productsAgain, I’m very sorry for any inconvenience this has caused you Sincerely, Arden [redacted] Senior Vice President, Circulation
Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ Mr***: We are in receipt of your complaint to the Revdex.com regarding continued billing past the expire date 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 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 from to 2008, and then started a 26-week, Wednesday - Sunday subscription on April 7, 2014, via the internet with an expire date of October 8, You received renewal invoices on 9/21/14; 10/26/14; 11/23/14; and a final invoice on 1/6/15, when delivery was stopped for non-paymentThere is also a note on your account that our customer service tried to call you and left messages prior to this stop As a one-time courtesy, we have written off the past due amount and pulled your account from collectionsOur apologies for any inconvenience this cause 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 Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) as long as this is settled I have fine with it
Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ Dear Mr [redacted] : We are in receipt of your complaint to the regarding the continued delivery and billing past the expire date and being sent to 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 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, email promotions, and website solicitations for new subscribers Upon reviewing your account, we see that you started a 26-week Sunday print subscription on 7/14/at a low introductory rate from a kiosk vendorThe above was stated on the kiosk order formI'm very sorry that you were misinformed about delivery and billing automatically stoppingYou also received renewal invoices on 12/28/(three weeks prior to the expire date), 2/1/15, 3/1/15, and a final invoice on 4/18/15, when delivery was stopped for non-paymentAll clearly indicated that subscriber needed to call to stop delivery Because of the miscommunication by the kiosk rep and as a one-time courtesy, we have written off the past due balance and pulled it from collectionsWe are sorry for any inconvenience this has caused you The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction Sincerely, Arden [redacted] Senior Vice President, Circulation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Since I did not state that I wanted additional delivery service, I am satisfied with them erasing the balance dueIn thinking about how often this situation likely happens and how much money consumers likely spend on delivery they did not wish to have, it would be great to see more pressure applied to Star Tribune to eliminate this practice of continuing to deliver/bill customers past their paid period or to do so at their own monetary risk
October 3, [redacted] Minneapolis, MN Re: Revdex.com ID [redacted] Star Tribune Acct: # [redacted] Dear Mr [redacted] : We are in receipt of your complaint regarding continued delivery and billing beyond the expiration date of your subscriptionWe regret being unable to resolve this problem more expeditiously Star Tribune invoices do advise customer’s 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 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 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 Thank you for being a Star Tribune customer and hope you will consider subscribing again in the near future Sincerely, Arden [redacted] Senior Vice President, Circulation cc: [redacted] ***, Revdex.com
We contacted our fulfillment vendor and they clarified their original response to us They mailed out the voucher to be filled out by Mr [redacted] but did not receive the filled out form back to mail out the actual gift card We apologize for the miscommunication Your account was credited for $10.00, which extends the subscription [redacted] Consumer Final Response **I do not concur with the closing of the case, because my questions were not answered.I've indicated that I applied for the gift card on line and sent proof of this factThis was ignored both by Arden [redacted] and Thaddeus [redacted] of the Revdex.comArden [redacted] first lied about the gift card being sent and not redeemedHe never investigated the online submissionManagement Integrity is now the issue
I confirmed that State Fair tkts were mailed on 8/22/I will call customer on 8/to confirm receipt or refund
Dear Mr [redacted] : We are in receipt of your complaint regarding the mistaken start of a Star Tribune subscription from a telemarketing call after you told them you did not want to start at that timeWe apologize that you needed to take this to the Revdex.com for resolution This letter is a written follow up to your telephone conversation with my assistant Cindy [redacted] Per your conversation, we are pulling the telemarketing call, so we can understand why the subscription was started and coach the rep Cindy clarified that you did not have to prepay to receive the gift card on this offer, but that the gift card would not be sent until the bill was paid This will also confirm that a subscription has been started based on the same offer effective Sunday, May 15th An invoice will be sent to you, and the gift card will be processed after your payment is receivedFinally, the small balance on your account from the mistaken start was written offI believe this is a satisfactory resolution to your complaint Thank you for being a Star Tribune subscriberSincerely, Arden [redacted] Senior Vice President, Circulation
Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ State Fair ticket request was honored even with future start by Circulation Marketing DeptTickets were mailed via 1st Class and personally dropped off at the main Minneapolis USPS on Monday, 8/31/15, by the Director of Consumer Marketing This was resolved before receiving the Revdex.com Complaint, which was just opened today Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Before I accept this response, I want to have them respond via this form so I have it in writing that my account has been extended through July 31, I was told by the Manager on August 28th that she would do this but I would like it in writing as I no longer trust the Star Tribune's promises Final Business Response / [redacted] (4000, 9, 2015/09/11) */ Since the State Fair Tickets were mailed to you, your account will not be credited for $and your expiration date will not be extended beyond the original weeksWe made an exception sending you the tickets for a subscription that had not started yetThat was the $value that the rep was going to give you in lieu of the tickets, but the tickets had been sent
Initial Business Response / [redacted] (1000, 5, 2015/12/03) */ Dear Mr***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper delivery and being sent to 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 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 you started a 26-week, Sunday print subscription on 5/21/from a Groupon offer at a low introductory rate with an expire date of 11/23/We sent two renewal invoices and on 12/17/2014, we received a payment to extend your subscription for another weeks with a new expire date of 5/24/During the four weeks between the original expire date and your payment, you continued to receive the newspaperAll invoices clearly stated that the customer needed to call to stop deliveryRenewal invoices were again sent to you on 4/26/(three weeks prior to the new expire date), 5/24/2015, 6/14/and a final invoice on 8/1/when delivery was stopped for non-paymentA customer service rep also tried to call you on 6/22/and left a voicemailBased on the above, we would not have known you were not renewing without you contacting us As a one-courtesy, we have written off the past due balance of $Thank you trying the Star Tribune The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction Sincerely, Arden [redacted] Senior Vice President, Circulation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am appreciative of and pleased with Star Tribune's willingness to write-off the $past due amountMoreover, I am please with the thorough explanation provided by Arden [redacted]
Star Tribune Acct: # [redacted] Dear Ms [redacted] : We are in receipt of your property damage complaintWe apologize that you needed to take this to the Revdex.com for resolution Upon review of your account, we see that you have called in a complaint about damaged steps on 9/23/and followed up several times when you did not receive the requested call from the Distributor to resolve the issue This is unacceptable and not the premier service we want to provide to our subscribers The Home Delivery Manager and Distributor were contacted immediatelyIt is our understanding that the Distributor did contact you this past weekend to resolve the step damage issue Again, our sincere apologies that the damage complaint was not addressed immediately Thank you for bringing this to our attention and being a long-time Star Tribune subscriber Sincerely, Arden [redacted] Senior Vice President, Circulation
November 28, [redacted] E [redacted] [redacted] Minneapolis, MN Re: Revdex.com Minnesota Case No: [redacted] Star Tribune Acct: # [redacted] Dear Ms [redacted] : Thank you for your patience during our investigation and resolution of your property damage claim I’m certain the damage was caused by an inadvertent toss of a newspaper – we’re naturally sorry this occurred I understand from my colleague, Steve ***, that you will forward the door repair claim ($170.45) to his attention He will expedite reimbursement once the invoice arrives I’m sorry for the miscue but am pleased we can look forward to your continued readership! Our best wishes to you for a happy holiday season Sincerely, John [redacted] Department Administrator, Circulation cc: [redacted] ***, Revdex.com Minnesota and North Dakota Steve ***, Star Tribune
Star Tribune Acct: # [redacted] Dear Mr [redacted] : We are in receipt of your complaint regarding continued placement problems with your Sunday Star Tribune deliveryWe apologize that you needed to take this to the Revdex.com for resolution After reviewing your account and your most recent move, your current address appears to be on a tube delivery route—delivery to a newspaper tube that is located next to the mailbox where your U.Smail is delivered The general rule is that the paper is delivered to a location close to where your mail is delivered We try to honor special door placement requests for handicapped or elderly customers who have a difficult time retrieving the newspaper We contacted the Distributor immediately upon receiving your complaint He spoke to the carrier requesting the paper be delivered to your door He even had your address checked by staff on the 19th They reported that the neighborhood had been delivered and thought your paper was already picked up, because they did not see it Your account showed a missed paper We spoke to him again on March 20th He was checking with the carrier again to make sure they understand where your paper should be delivered I believe it was delivered correctly this past Sunday Again, our sincere apologies for the inconvenience this caused you Thank you for bringing it to our attention and being a long-time Star Tribune customer Sincerely, Arden [redacted] Senior Vice President, Circulation
September 8, [redacted] Big Lake, MN Re: Revdex.com Minnesota Case No.: [redacted] Dear Ms***: We have received your complaint to the Revdex.com concerning unwanted delivery of the free, StribExpress product at your addressI regret that your previous attempts to stop this delivery were not successful We have reviewed the account information at your address and have confirmed that you are not to receive any delivered products from the Star TribuneWe have also added your phone number to our do not contact list Your account is not active so there is nothing in our data systems causing this product to be delivered I have contacted our local delivery agent for the Big Lake area directly concerning this problem – he has assured me that he will have his carrier stop this unwanted delivery immediately Please contact my assistant, John [redacted] , at ###-###-#### should the need arise Sincerely, Arden [redacted] Senior Vice President, Circulation cc: [redacted] ***, Revdex.com Minnesota and North Dakota
Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ First, we are sorry that you needed to take this to the Revdex.com for resolution Conrad [redacted] , Verification and Quality Assurance Manager was given your complaintYour address has been on the NO TCV List for several weeks The Distributor was told multiple times not to deliver TCV to your addressMr [redacted] has now told the Distributor that he has to contact you directly to resolve this problem and personally guarantee you that TCV will not be delivered to you again Per your request, we have also taken your address and phone number off all our marketing, sampling, or any delivery lists that might be created from our databaseIf your address was already scheduled to receive any marketing by mail, it can take up to days to be removed Again, we apologize for the inconvenience and frustration this has caused you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am giving the STrib the benefit of the doubt, and will see whether 1) the Distributor contacts me directly, 2) delivery ceases, and 3) I cease to get unsolicited mail or products from themIf any of these does not happen, I will submit a further complaint I would highly recommend that the STrib provide the actual human feedback to customer complaints which is certainly implied in the autoresponse email sent when a complaint is sent to them, namely "You should expect a reply within hours of receipt of this email." I have yet to receive a reply from them
Dear Ms [redacted] : We are in receipt of your complaint regarding the continued access and billing past the expire date of your digital subscription and being sent to 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 see that you started a 10-week, Premium Digital subscription on 7/22/via the internet at a special introductory rate You would have been notified of the above policy and had to check an agreement box to start the subscriptionThe expire date was listed as 9/30/ Renewal invoices were sent to you on 9/13/(two weeks prior to the expire date), 10/18/15, 11/22/15, and a final invoice on 12/29/when service was stopped in our system for non-payment all requesting that you call to stop delivery It’s also noted that we tried to call you on 11/24/and left a voicemail regarding your accountThe next note on the account was on 6/13/16, when you called after receiving the collections notice The past due balance of $was written off immediately and the collection company was notified to stop any further collection activity You also mentioned having problems with access Our customer service would have been happy to help you with any issues and make sure that you had complete access and were fully satisfied with your subscription We apologize for any for any misunderstanding and any inconvenience that this issue caused you The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction Sincerely, Arden [redacted] Senior Vice President, Circulation
Star Tribune Acct: # [redacted] Dear Ms [redacted] : We are in receipt of your complaint regarding your poor newspaper delivery service and incorrect refund amountWe apologize that you needed to take this to the Revdex.com for resolution Upon review of your account, we see that you started a Sunday print subscription on 7/24/2016, from a discounted direct mail offer, which you paid for on 8/9/ After not starting and several missed deliveries, you canceled your subscription and requested a full refund Due to a system error $was subtracted from your account prior to the refund check being issued Enclosed is the $that was shorted on your refund check I’ve also enclosed a $Caribou card for you to enjoy a coffee or treat on us Again, our sincere apologies for all the service problems you experienced This is totally unacceptable, and we will be working with the Distributor on the poor service Thank you for bringing this to our attention and attempting to try the Star Tribune Sincerely, Arden [redacted] Senior Vice President, Circulation Enclosures (2)
Dear Mr***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper subscription and being sent to 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 see that you started a 26-week, Sunday print plus Digital Access subscription on 8/3/from a direct mail offer Your original expire date was 2/1/ Renewal invoices were sent to you on 1/3/(three weeks prior to the expire date), 2/7/16, 2/28/16, and a final invoice on 4/16/when service was stopped in our system for non-payment all requesting that you call to stop delivery It’s also noted that we tried to call you on 3/3/and left a voicemail regarding your account As a one-courtesy, we have written off the past due balance and pulled the account from collectionsAgain, 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
Dear Mr [redacted] : We are in receipt of your complaint regarding the ongoing delivery of Twin Cities Values (TCV) after requests to stopWe apologize that you needed to take this to the Revdex.com for resolution Upon reviewing your address in our system, there are no Star Tribune publications scheduled for delivery to your addressIn addition, there is a note stating “NO TCV DELIVERY” on the address We contacted the Distributor contracted to deliver publications in your area regarding the continued TCV delivery issue and the Verification & Quality Assurance Manager The Distributor confirmed that your address is on no delivery lists from the Star Tribune The Distributor additionally took the following steps starting last week to resolve the issue: Talked to the carrier, who admitted that he was delivering from memory and not checking the delivery list The carrier apologized and stated that he would follow the list and make sure to have a special note not to deliver to your address in the futureMike [redacted] can be contacted at ###-###-#### if you should receive a TCV in the future and will personally pick it up We believe all the appropriate steps have been taken to make sure that your address no longer receives any unwanted Star Tribune products We are sorry for any inconvenience this has caused you Sincerely, Arden [redacted] Senior Vice President, Circulation
Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ Ms [redacted] : First, we apologize that you needed to take your complaint to the Revdex.com and for all the miscommunications with our customer serviceWe are puzzled too after reviewing your account about why your calls are not listed on your accountWe see: 3/23/- Internet start of a 7-day print subscription at the intro rate of $for weeks (less than half price) 3/29/- Invoice sent 4/19/- Invoice sent 5/17/- Invoice sent 5/23/- Note on account that you were called by customer service, but they were told to call baack 6/3/- Note on account that subscription was to stop on 5/ 6/3/- Payment of $ 6/4/- Pament decline of $ 6/4/- Balance adjusted off account 6/5/- Perm Stop Acct 6/10/- Final adjustment off account because of late stop Currently no balance on account and no payment by customer We had two different people go to startribune.com to see what happens when they click on "subscription" to see what happenedThey both saw the following (also see attachement): Subscribe today starting at cents/week! Find the subscription option that is right for you Select an option: Premium Digital Access - starting at $per week Sunday Paper + Unlimited Digital Access - starting at $per week Sunday Paper - starting at $per week 7-day Paper (Includes unlimited digital access!) - starting at $per week - Try it out for $for weeksAfter the intro period your subscription will cost $6.68/week (charged in installments of $every weeks) - that's less than $1/day Continue We cannot go back to the day you were online to know exactly what you saw when you started your subscription, but it should/would always have the rates listedWe are not trying to scam anyone and are very up front with intro offers that are increased after the original intro periodAll of our communications, offers, and invoices also clearly state that billing and delivery continues unless the customer contacts us Based on the issues you outlined, we have zeroed out your accountAlso, 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
I spoke to Ms [redacted] this afternoon I have received assurance from our distributor that we will begin delivering this free product to her address starting this weekend She will call me if future problems with delivery John [redacted] Asst to SVP, Circulation ###-###-####
Star Tribune Acct: # [redacted] ( [redacted] ***) Dear Mr***: We are in receipt of your complaint regarding receipt of unwanted StribExpressWe apologize that you needed to take this to the Revdex.com for resolution Upon reviewing your account, we see four complaints regarding unwanted delivery of Star Tribune products in I apologize that the delivery was not stopped It appears the complaint messages and stop requests were sent to the wrong distributor, which is why delivery did not stop after the first complaintWe contacted the correct Distributor in your area requesting that no Star Tribune product is delivered to your address going forward We also made sure that you are on the NO DELIVERY lists and do not receive any Star Tribune publications The Verification Manager was made aware of the problem also, so he can follow up on the issueWe are just as frustrated as you are and have taken all the steps to make sure you do not receive any further delivery of these productsAgain, I’m very sorry for any inconvenience this has caused you Sincerely, Arden [redacted] Senior Vice President, Circulation
Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ Mr***: We are in receipt of your complaint to the Revdex.com regarding continued billing past the expire date 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 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 from to 2008, and then started a 26-week, Wednesday - Sunday subscription on April 7, 2014, via the internet with an expire date of October 8, You received renewal invoices on 9/21/14; 10/26/14; 11/23/14; and a final invoice on 1/6/15, when delivery was stopped for non-paymentThere is also a note on your account that our customer service tried to call you and left messages prior to this stop As a one-time courtesy, we have written off the past due amount and pulled your account from collectionsOur apologies for any inconvenience this cause 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 Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) as long as this is settled I have fine with it
Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ Dear Mr [redacted] : We are in receipt of your complaint to the regarding the continued delivery and billing past the expire date and being sent to 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 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, email promotions, and website solicitations for new subscribers Upon reviewing your account, we see that you started a 26-week Sunday print subscription on 7/14/at a low introductory rate from a kiosk vendorThe above was stated on the kiosk order formI'm very sorry that you were misinformed about delivery and billing automatically stoppingYou also received renewal invoices on 12/28/(three weeks prior to the expire date), 2/1/15, 3/1/15, and a final invoice on 4/18/15, when delivery was stopped for non-paymentAll clearly indicated that subscriber needed to call to stop delivery Because of the miscommunication by the kiosk rep and as a one-time courtesy, we have written off the past due balance and pulled it from collectionsWe are sorry for any inconvenience this has caused you The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction Sincerely, Arden [redacted] Senior Vice President, Circulation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Since I did not state that I wanted additional delivery service, I am satisfied with them erasing the balance dueIn thinking about how often this situation likely happens and how much money consumers likely spend on delivery they did not wish to have, it would be great to see more pressure applied to Star Tribune to eliminate this practice of continuing to deliver/bill customers past their paid period or to do so at their own monetary risk
October 3, [redacted] Minneapolis, MN Re: Revdex.com ID [redacted] Star Tribune Acct: # [redacted] Dear Mr [redacted] : We are in receipt of your complaint regarding continued delivery and billing beyond the expiration date of your subscriptionWe regret being unable to resolve this problem more expeditiously Star Tribune invoices do advise customer’s 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 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 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 Thank you for being a Star Tribune customer and hope you will consider subscribing again in the near future Sincerely, Arden [redacted] Senior Vice President, Circulation cc: [redacted] ***, Revdex.com