I am rejecting this response because: I feel that there was no resolution to the problem The response that I received was not only condescending but insinuated that I am old and do not under stand the increase prices that are necessary in some casesI never expected to stay at the same rate for the rest of my life I just wanted a fair price, not two or three times the rate I paid beforeI do appreciate the thank for you being a customer for over thirty years I will not be subscribing to the Star and Tribune again [redacted] Spring Lake Park, Mn
Initial Business Response / [redacted] (1000, 5, 2016/02/26) */ Dear Ms [redacted] : We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper delivery and being sent to 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 After reviewing your account, we see that you have been a subscriber since You have utilized the grace period described above a few timesYour last expire date was 8/30/Renewal invoices were sent to you on 8/9/(three weeks prior to the expire date), 9/13/15, 10/11/15, and a final invoice on 11/28/when service was stopped in our system for non-payment all requesting that you call to stop deliveryIt's also noted that we tried to call you on 10/14/and 10/24/and left voicemails regarding you account You mentioned that you spoke to someone in the summer of regarding renewing your subscription and you told them no thanksUnfortunately, they did not stop your subscription or put a note on your account regarding the call Based on the above and as a one-courtesy, we have written off the past due balance and pulled the account from collectionsAgain, we apologize for any miscommunication on our part and any inconvenience and time 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
My apology for not responding to the other part of your complaint I contacted Dawn ***, Customer Service Manager, regarding the response issues by any of the call center employees She is working with them I also contacted the Distributor and Home Delivery Manager for your area Andy [redacted] stated that he tried to call you and left a voicemail He said he will update me as soon as he speaks to you The Home Delivery manager is also aware and monitoring callback issues The requests are listed on your account, and it is not acceptable that the appropriate people did not call you
November 14, [redacted] Minneapolis, MN Re: Revdex.com Minnesota Case No.: [redacted] Star Tribune Acct: # [redacted] Dear Mr [redacted] : I am replying to your complaint to the Revdex.com regarding missed deliveries of your Sunday Star Tribune I regret that this delivery problem was not corrected more quickly I have received assurance from our Minneapolis distributor that this problem has been resolved with your weekend carrier Your account has been credited for the copies you did not receive on 11/and 11/ I appreciate you staying with us despite the “false-start” on your digital + Sunday subscription I will follow up with you on the 20th of November to verify that the problem is resolved Sincerely, John McCauley Department Administrator, Circulation cc: Thaddeus Lewis, Revdex.com Minnesota and North Dakota
I am rejecting this response because: It doesn't matter what discount direct mail offer has to do with Customer service and the delivery problemIf you pay for something you would like what you pay for no matter what price it was4/when I spoke with Ron - He said he would send the complaint over to the delivery company and he would he would get me out a free giftI said I will not be charge for this correct he said correctHe said they were running a special on star tribune cooler or umbrellaYes, I have called more then the times stated and yes none of them did I receive a manager call backyou stated Shannon called me, she did but no the on the day stated she relized she called the wrong number and tried again this past Friday 4/at 12:pm in the afternoonShe admitted dialed the wrong number and tried again a few days laterI did let her know that I appiciate the call and she also said the next weeks she will be driving and parking to make sure the paper is delivershe will be in a black suv don't be alarmedThanks for your time [redacted] ***
October 4, [redacted] L [redacted] St Paul, 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 efficiently 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 subscribersUnfortunately, your request to stop service upon expiration was never received 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
Initial Business Response / [redacted] (1000, 8, 2015/04/29) */ Mr [redacted] : I apologize that you needed to take your complaint to the Revdex.com for resolution We reviewed your accountA Sunday-only print subscription was started on 4/12/at the quoted direct mail offer dcb5x9aYou should have received your first invoice that was sent on 4/12/Attached is a copy of the offerYour $Target gift card will be sent as soon as the invoice is paidThe language on the offer states: "Get a $gift card with your paid subscription when you reply by April 10, 2015!" Thank you for trying the Star Tribune Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been receiving the Sunday paper, but I still haven't received the $Target gift card yet that was part of the offer that I had sent in Thanks Final Business Response / [redacted] (4000, 12, 2015/05/12) */ Mr [redacted] , The $gift card will not be sent until the invoice is paidI just reviewed your account, and a payment has not been posted yetAgain, the offer states: "Get a $gift card with your PAID subscription when you reply by April 10, 2015." I'm happy to hear that you are receiving your paper Final Consumer Response / [redacted] (3000, 14, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) My concern is that I will never receive the gift card once I pay the bill Thanks, ***
June 14, [redacted] St Paul, MN Re: Revdex.com Case No: [redacted] Dear Ms [redacted] : We are in receipt of your complaint regarding the ongoing delivery of Twin Cities Values (TCV) after multiple requests to stopWe apologize that you needed to take this to the Revdex.com for resolution Upon reviewing your address in our system, 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 not on the TCV delivery list from the Star Tribune The Distributor additionally took the following step starting last week to resolve the issue: Talked to the carrier to ensure that he would follow the list and make sure to have a special note not to deliver to your address in the future We believe all the appropriate steps were taken to ensure 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
According to our records, the StarTribune responded to this complaint on 8/31/ Response attached Please confirm receipt Customer indicated he is satisfied with our response Thanks, John John [redacted] Department Administrator, Circulation StarTribune
Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ Mr [redacted] : First I am sorry that you needed to take your complaint to the Revdex.com We have credited your account for six weeks to cover the papers that you missedWe also contacted the Distributor for your area on Saturday 6/20, so you should have received your paper on 6/ We have been having phone issues in our customer service center because of an expansion projectWe are also working to increase the number of reps and lines Please let us know if you have any more problemsWe feel that the steps we have taken should resolved your delivery problem and have given you credit for the missed papers
Star Tribune Acct: # [redacted] Dear Ms [redacted] : We are in receipt of your complaint regarding not receiving the Minnesota State Park Pass that was in one of our new subscriber offers We apologize that you needed to take this to the Revdex.com for resolution Upon reviewing your account, we see that you started a Sunday-only print subscription via the internet on May 31, The start indicates that you chose and paid for the standard State-area, Sunday-only subscription at the 26-week intro rate of $($per week) The higher-priced subscription package that you referred to in your complaint that included the State Park Pass is offer EMF617a at $per week or $for weeksWe also note the several calls you made to our customer service call center and the incorrect information that was given to you by several reps until the last one said that you would not be receiving the State Park PassAlthough you mistakenly chose and paid for the subscription offer that did not include the Park Pass, we are sending you a Minnesota State Park Pass We apologize for any miscommuni-cation by the customer service reps The use of the wrong code should have been discovered or questioned during your earlier callsThank you for bringing the issue to our attention and trying the Star Tribune Sincerely, Arden [redacted] Senior Vice President, Circulation
November 29, Brian [redacted] Minneapolis, MN Re: Revdex.com Minnesota Case No.: [redacted] Star Tribune Acct: # [redacted] Dear Mr [redacted] : We are in receipt of your Revdex.com complaint requesting a full refund of your subscription A credit of $will be applied to your credit card account within approximately weeks Although it may not have been intended, you enabled the auto pay feature on your account in March Your billing options at the time also allowed for a one-time payment which is what, I suspect, you intended At any rate, it was not our intention to bill you for service you did not want We will honor your request to not contact you regarding future subscriptions and regret that this misunderstanding occurred Sincerely, John [redacted] Department Administrator, Circulation cc: [redacted] ***, Revdex.com Minnesota and North Dakota
Star Tribune Acct: # [redacted] Dear Mr***: We are in receipt of your complaint regarding the Star Tribune invoice not showing credits for missed paper complaints that you called in and the service problemWe apologize that you needed to take this to the Revdex.com for resolution This letter is a written follow up to the telephone conversation that you had with my assistant Cindy [redacted] First, my apology for the original service problem causing you billing questions and not receiving callbacks to answer your questions Per Cindy’s conversation with you, the following actions and resolutions were taken: Confirmed that you received credit for the missed paper calls recorded—changed the expire date from the original 3/13/to 3/17/Cindy credited your account for an additional two weeks service based on the additional missed papers that you purchased and did not call about – changed the expire date from 6/16/(latest payment expire date) to 7/1/ Confirmed that service has been good for the last two to three weeks Please let us know if you have any continuing issues Thank you for being a loyal Star Tribune customer Sincerely, Arden [redacted] Senior Vice President, Circulation
Dear Ms***: Perhaps some background as to why we changed our vacation policy may better help you understand why we implemented this change Written communication was sent to all subscribers using vacation holds in October 2014, prior to the policy change Each and every week the Star Tribune processes more than 6,vacation stops and a like amount of vacation restartsWith each stop, numerous departments in the Company are impactedThis includes the call center, the production department, and Fleet transportation personnelThis also creates a big strain on our carriers and increases variances in their route lists every day The continuance of billing for the first seven days of a vacation stop is a “processing fee” to cover the costs of having to stop and restart so many accounts each and every week Interestingly, about 75% of our subscribers do not stop their paper for vacation during any given year That means the almost 13,vacation stops and restarts we get each week are coming from only 25% of our subscribers, some of which stop and restart their subscription many times each yearTaking these effects into consideration, we felt this program change seemed fairer than passing on a price increase to all of our subscribers to cover the cost for vacation stops and restarts Finally, most major metropolitan newspapers have changed their vacation policy to one of no credit for any stopped vacation days; we drew the line at days for each stop believing that this was an appropriate charge for the handling of a vacation stop We reviewed your account and found that you rarely have a vacation stop As a one-time courtesy, we have credited your account for the one Sunday paper that you stopped I hope this additional explanation at least helps you understand why we made this change Sincerely, Arden [redacted] Senior Vice President, Circulation
Dear Mr [redacted] : We are in receipt of your complaint regarding a price increase without notification and charge to your credit card after you had requested you subscription stop at expireWe apologize that you needed to take this to the Revdex.com for resolution First, our apology for not responding to the complaint soonerWe have experienced problems receiving Revdex.com complaints since their upgrade in MarchThank you for bringing this to our attentionIn researching the complaint, we see that your started a Premium Digital Access subscription on 11/16/via the internetYou accepted a 4-week introductory offer at $Your credit card was charged the $During your subscription start, you chose autopay on the credit card that you enteredAlso, you would have been had to accept the statements outlining that access and billing continued after the intro term and that prices would go to basic rates after the intro term The account notes your call on 12/19/regarding the $credit card charge for weeks of Premium Digital AccessThe rep entered a perm stop effective 3/14/at the end of the 13-week termUnfortunately, the rep did not stop the credit card autopay and change it to an invoiced accountBecause of this error, your credit card was charged $on 3/7/(days prior to the account stop, which is our autopay procedure)You should have received a card in the mail notifying you of the price increase approximately days prior to the increaseYou may not have paid attention, since you knew that you had already stopped the subscription at the end of the term Your subscription stopped on 3/14/as plannedA full refund of $was issued back to your credit card on 3/25/The rep will be coached on the important step of stopping the credit card autopay on accounts We believe the issue is now resolvedAgain, we are sorry for any concern or inconvenience this has caused you Sincerely, Arden [redacted] Senior Vice President, Circulation
Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ Star Tribune Acct: # [redacted] Dear Ms [redacted] : We are in receipt of your complaint to the Revdex.com regarding continued delivery and billing past the expire dateWe 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 were a subscriber for a few months in and then took advantage of a 52-week, Sunday-only subscription offer on Groupon started on March 26, The expire date was April 6, Renewal invoices were sent to you on March (over two weeks prior to the expire date), April 26, May 24, and a final bill on July 5, when delivery was stopped for non-payment (copies available upon request)All invoices clearly and prominently stated that customer needs to call to stop deliveryA customer service rep also tried to call you on May and left you a voicemail regarding your subscription and past due bill As a one-time courtesy, we have written off the past due amountAlso as you requested, we have removed you address and phone number from our marketing listsPlease understand that these could already be on mail ready to be sent, and we are unable to stop it Thank you for trying the Star Tribune Sincerely, [redacted] Vice President, Circulation
Dear Mr. [redacted] : We are in receipt of your complaint regarding continued late delivery during the week and unsatisfactory follow up. We apologize that you needed to take this to the RevDex.com for resolution. I am writing as a follow up to our Director of Home... Delivery Jeff [redacted] ’s call and conversation with you on Friday, June 3rd after researching the issue with the Distributor for your area. As he discussed with you, your current carrier has been on the route for a year and a half and has not missed a single day. Your address is located over 20 miles from the depot and is at the end of the route. There is no reasonable or logical way to restructure the route without adding a considerable amount of time and miles to it. The Distributor is working on contracting more carriers, so some of the larger, longer routes can be split; thus getting earlier papers to more customers. They will also work on getting this route out a little earlier to get it closer to deadline for you and customers at the end of the route. I understand that you told Jeff that you would be okay if delivery was by 6:30 A.M. during the week. We appreciate your understanding and patience while we work on resolving the issue to your satisfaction. Thank you for being a loyal, long-time Star Tribune subscriber. Sincerely, Arden [redacted] Senior Vice President, Circulation
Star Tribune Acct: # [redacted] Dear Mr [redacted] : We are in receipt of your complaint regarding several missed Sunday papers in the past few weeksWe apologize that you needed to take this to the RevDex.com for resolution Upon review of your account, we see that you did not receive your Sunday paper five of the six Sundays from October 9th thru November 20th You also called in a missed Thanksgiving paper delivery We contacted the Distributor and Director of Home Delivery Operations for your area immediately upon receipt of your complaint this weekThey have responded back that your address is on their list to be checked Your account also did not have a missed paper complaint for this past Sunday, November 27th I sincerely hope this means that you received your paper on Sunday Your account was also credited for all the missed papers plus two weeks for all the delivery problemsAgain, our sincere apologies for any inconvenience this caused you Thank you for bringing this to our attention and being a Star Tribune customer Sincerely, Arden [redacted] Senior Vice President, Circulation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me
I am rejecting this response because: I feel that there was no resolution to the problem The response that I received was not only condescending but insinuated that I am old and do not under stand the increase prices that are necessary in some casesI never expected to stay at the same rate for the rest of my life I just wanted a fair price, not two or three times the rate I paid beforeI do appreciate the thank for you being a customer for over thirty years I will not be subscribing to the Star and Tribune again [redacted] Spring Lake Park, Mn
Initial Business Response / [redacted] (1000, 5, 2016/02/26) */ Dear Ms [redacted] : We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper delivery and being sent to 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 After reviewing your account, we see that you have been a subscriber since You have utilized the grace period described above a few timesYour last expire date was 8/30/Renewal invoices were sent to you on 8/9/(three weeks prior to the expire date), 9/13/15, 10/11/15, and a final invoice on 11/28/when service was stopped in our system for non-payment all requesting that you call to stop deliveryIt's also noted that we tried to call you on 10/14/and 10/24/and left voicemails regarding you account You mentioned that you spoke to someone in the summer of regarding renewing your subscription and you told them no thanksUnfortunately, they did not stop your subscription or put a note on your account regarding the call Based on the above and as a one-courtesy, we have written off the past due balance and pulled the account from collectionsAgain, we apologize for any miscommunication on our part and any inconvenience and time 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
My apology for not responding to the other part of your complaint I contacted Dawn ***, Customer Service Manager, regarding the response issues by any of the call center employees She is working with them I also contacted the Distributor and Home Delivery Manager for your area Andy [redacted] stated that he tried to call you and left a voicemail He said he will update me as soon as he speaks to you The Home Delivery manager is also aware and monitoring callback issues The requests are listed on your account, and it is not acceptable that the appropriate people did not call you
November 14, [redacted] Minneapolis, MN Re: Revdex.com Minnesota Case No.: [redacted] Star Tribune Acct: # [redacted] Dear Mr [redacted] : I am replying to your complaint to the Revdex.com regarding missed deliveries of your Sunday Star Tribune I regret that this delivery problem was not corrected more quickly I have received assurance from our Minneapolis distributor that this problem has been resolved with your weekend carrier Your account has been credited for the copies you did not receive on 11/and 11/ I appreciate you staying with us despite the “false-start” on your digital + Sunday subscription I will follow up with you on the 20th of November to verify that the problem is resolved Sincerely, John McCauley Department Administrator, Circulation cc: Thaddeus Lewis, Revdex.com Minnesota and North Dakota
I am rejecting this response because: It doesn't matter what discount direct mail offer has to do with Customer service and the delivery problemIf you pay for something you would like what you pay for no matter what price it was4/when I spoke with Ron - He said he would send the complaint over to the delivery company and he would he would get me out a free giftI said I will not be charge for this correct he said correctHe said they were running a special on star tribune cooler or umbrellaYes, I have called more then the times stated and yes none of them did I receive a manager call backyou stated Shannon called me, she did but no the on the day stated she relized she called the wrong number and tried again this past Friday 4/at 12:pm in the afternoonShe admitted dialed the wrong number and tried again a few days laterI did let her know that I appiciate the call and she also said the next weeks she will be driving and parking to make sure the paper is delivershe will be in a black suv don't be alarmedThanks for your time [redacted] ***
October 4, [redacted] L [redacted] St Paul, 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 efficiently 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 subscribersUnfortunately, your request to stop service upon expiration was never received 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
Initial Business Response / [redacted] (1000, 8, 2015/04/29) */ Mr [redacted] : I apologize that you needed to take your complaint to the Revdex.com for resolution We reviewed your accountA Sunday-only print subscription was started on 4/12/at the quoted direct mail offer dcb5x9aYou should have received your first invoice that was sent on 4/12/Attached is a copy of the offerYour $Target gift card will be sent as soon as the invoice is paidThe language on the offer states: "Get a $gift card with your paid subscription when you reply by April 10, 2015!" Thank you for trying the Star Tribune Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been receiving the Sunday paper, but I still haven't received the $Target gift card yet that was part of the offer that I had sent in Thanks Final Business Response / [redacted] (4000, 12, 2015/05/12) */ Mr [redacted] , The $gift card will not be sent until the invoice is paidI just reviewed your account, and a payment has not been posted yetAgain, the offer states: "Get a $gift card with your PAID subscription when you reply by April 10, 2015." I'm happy to hear that you are receiving your paper Final Consumer Response / [redacted] (3000, 14, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) My concern is that I will never receive the gift card once I pay the bill Thanks, ***
June 14, [redacted] St Paul, MN Re: Revdex.com Case No: [redacted] Dear Ms [redacted] : We are in receipt of your complaint regarding the ongoing delivery of Twin Cities Values (TCV) after multiple requests to stopWe apologize that you needed to take this to the Revdex.com for resolution Upon reviewing your address in our system, 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 not on the TCV delivery list from the Star Tribune The Distributor additionally took the following step starting last week to resolve the issue: Talked to the carrier to ensure that he would follow the list and make sure to have a special note not to deliver to your address in the future We believe all the appropriate steps were taken to ensure 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
According to our records, the StarTribune responded to this complaint on 8/31/ Response attached Please confirm receipt Customer indicated he is satisfied with our response Thanks, John John [redacted] Department Administrator, Circulation StarTribune
I am rejecting this response because: I have not received any refundI have not received an apology from the red star for their censorship
Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ Mr [redacted] : First I am sorry that you needed to take your complaint to the Revdex.com We have credited your account for six weeks to cover the papers that you missedWe also contacted the Distributor for your area on Saturday 6/20, so you should have received your paper on 6/ We have been having phone issues in our customer service center because of an expansion projectWe are also working to increase the number of reps and lines Please let us know if you have any more problemsWe feel that the steps we have taken should resolved your delivery problem and have given you credit for the missed papers
Star Tribune Acct: # [redacted] Dear Ms [redacted] : We are in receipt of your complaint regarding not receiving the Minnesota State Park Pass that was in one of our new subscriber offers We apologize that you needed to take this to the Revdex.com for resolution Upon reviewing your account, we see that you started a Sunday-only print subscription via the internet on May 31, The start indicates that you chose and paid for the standard State-area, Sunday-only subscription at the 26-week intro rate of $($per week) The higher-priced subscription package that you referred to in your complaint that included the State Park Pass is offer EMF617a at $per week or $for weeksWe also note the several calls you made to our customer service call center and the incorrect information that was given to you by several reps until the last one said that you would not be receiving the State Park PassAlthough you mistakenly chose and paid for the subscription offer that did not include the Park Pass, we are sending you a Minnesota State Park Pass We apologize for any miscommuni-cation by the customer service reps The use of the wrong code should have been discovered or questioned during your earlier callsThank you for bringing the issue to our attention and trying the Star Tribune Sincerely, Arden [redacted] Senior Vice President, Circulation
November 29, Brian [redacted] Minneapolis, MN Re: Revdex.com Minnesota Case No.: [redacted] Star Tribune Acct: # [redacted] Dear Mr [redacted] : We are in receipt of your Revdex.com complaint requesting a full refund of your subscription A credit of $will be applied to your credit card account within approximately weeks Although it may not have been intended, you enabled the auto pay feature on your account in March Your billing options at the time also allowed for a one-time payment which is what, I suspect, you intended At any rate, it was not our intention to bill you for service you did not want We will honor your request to not contact you regarding future subscriptions and regret that this misunderstanding occurred Sincerely, John [redacted] Department Administrator, Circulation cc: [redacted] ***, Revdex.com Minnesota and North Dakota
Star Tribune Acct: # [redacted] Dear Mr***: We are in receipt of your complaint regarding the Star Tribune invoice not showing credits for missed paper complaints that you called in and the service problemWe apologize that you needed to take this to the Revdex.com for resolution This letter is a written follow up to the telephone conversation that you had with my assistant Cindy [redacted] First, my apology for the original service problem causing you billing questions and not receiving callbacks to answer your questions Per Cindy’s conversation with you, the following actions and resolutions were taken: Confirmed that you received credit for the missed paper calls recorded—changed the expire date from the original 3/13/to 3/17/Cindy credited your account for an additional two weeks service based on the additional missed papers that you purchased and did not call about – changed the expire date from 6/16/(latest payment expire date) to 7/1/ Confirmed that service has been good for the last two to three weeks Please let us know if you have any continuing issues Thank you for being a loyal Star Tribune customer Sincerely, Arden [redacted] Senior Vice President, Circulation
Dear Ms***: Perhaps some background as to why we changed our vacation policy may better help you understand why we implemented this change Written communication was sent to all subscribers using vacation holds in October 2014, prior to the policy change Each and every week the Star Tribune processes more than 6,vacation stops and a like amount of vacation restartsWith each stop, numerous departments in the Company are impactedThis includes the call center, the production department, and Fleet transportation personnelThis also creates a big strain on our carriers and increases variances in their route lists every day The continuance of billing for the first seven days of a vacation stop is a “processing fee” to cover the costs of having to stop and restart so many accounts each and every week Interestingly, about 75% of our subscribers do not stop their paper for vacation during any given year That means the almost 13,vacation stops and restarts we get each week are coming from only 25% of our subscribers, some of which stop and restart their subscription many times each yearTaking these effects into consideration, we felt this program change seemed fairer than passing on a price increase to all of our subscribers to cover the cost for vacation stops and restarts Finally, most major metropolitan newspapers have changed their vacation policy to one of no credit for any stopped vacation days; we drew the line at days for each stop believing that this was an appropriate charge for the handling of a vacation stop We reviewed your account and found that you rarely have a vacation stop As a one-time courtesy, we have credited your account for the one Sunday paper that you stopped I hope this additional explanation at least helps you understand why we made this change Sincerely, Arden [redacted] Senior Vice President, Circulation
Dear Mr [redacted] : We are in receipt of your complaint regarding a price increase without notification and charge to your credit card after you had requested you subscription stop at expireWe apologize that you needed to take this to the Revdex.com for resolution First, our apology for not responding to the complaint soonerWe have experienced problems receiving Revdex.com complaints since their upgrade in MarchThank you for bringing this to our attentionIn researching the complaint, we see that your started a Premium Digital Access subscription on 11/16/via the internetYou accepted a 4-week introductory offer at $Your credit card was charged the $During your subscription start, you chose autopay on the credit card that you enteredAlso, you would have been had to accept the statements outlining that access and billing continued after the intro term and that prices would go to basic rates after the intro term The account notes your call on 12/19/regarding the $credit card charge for weeks of Premium Digital AccessThe rep entered a perm stop effective 3/14/at the end of the 13-week termUnfortunately, the rep did not stop the credit card autopay and change it to an invoiced accountBecause of this error, your credit card was charged $on 3/7/(days prior to the account stop, which is our autopay procedure)You should have received a card in the mail notifying you of the price increase approximately days prior to the increaseYou may not have paid attention, since you knew that you had already stopped the subscription at the end of the term Your subscription stopped on 3/14/as plannedA full refund of $was issued back to your credit card on 3/25/The rep will be coached on the important step of stopping the credit card autopay on accounts We believe the issue is now resolvedAgain, we are sorry for any concern or inconvenience this has caused you Sincerely, Arden [redacted] Senior Vice President, Circulation
Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ Star Tribune Acct: # [redacted] Dear Ms [redacted] : We are in receipt of your complaint to the Revdex.com regarding continued delivery and billing past the expire dateWe 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 were a subscriber for a few months in and then took advantage of a 52-week, Sunday-only subscription offer on Groupon started on March 26, The expire date was April 6, Renewal invoices were sent to you on March (over two weeks prior to the expire date), April 26, May 24, and a final bill on July 5, when delivery was stopped for non-payment (copies available upon request)All invoices clearly and prominently stated that customer needs to call to stop deliveryA customer service rep also tried to call you on May and left you a voicemail regarding your subscription and past due bill As a one-time courtesy, we have written off the past due amountAlso as you requested, we have removed you address and phone number from our marketing listsPlease understand that these could already be on mail ready to be sent, and we are unable to stop it Thank you for trying the Star Tribune Sincerely, [redacted] Vice President, Circulation
Dear Mr. [redacted] : We are in receipt of your complaint regarding continued late delivery during the week and unsatisfactory follow up. We apologize that you needed to take this to the RevDex.com for resolution. I am writing as a follow up to our Director of Home... Delivery Jeff [redacted] ’s call and conversation with you on Friday, June 3rd after researching the issue with the Distributor for your area. As he discussed with you, your current carrier has been on the route for a year and a half and has not missed a single day. Your address is located over 20 miles from the depot and is at the end of the route. There is no reasonable or logical way to restructure the route without adding a considerable amount of time and miles to it. The Distributor is working on contracting more carriers, so some of the larger, longer routes can be split; thus getting earlier papers to more customers. They will also work on getting this route out a little earlier to get it closer to deadline for you and customers at the end of the route. I understand that you told Jeff that you would be okay if delivery was by 6:30 A.M. during the week. We appreciate your understanding and patience while we work on resolving the issue to your satisfaction. Thank you for being a loyal, long-time Star Tribune subscriber. Sincerely, Arden [redacted] Senior Vice President, Circulation
Star Tribune Acct: # [redacted] Dear Mr [redacted] : We are in receipt of your complaint regarding several missed Sunday papers in the past few weeksWe apologize that you needed to take this to the RevDex.com for resolution Upon review of your account, we see that you did not receive your Sunday paper five of the six Sundays from October 9th thru November 20th You also called in a missed Thanksgiving paper delivery We contacted the Distributor and Director of Home Delivery Operations for your area immediately upon receipt of your complaint this weekThey have responded back that your address is on their list to be checked Your account also did not have a missed paper complaint for this past Sunday, November 27th I sincerely hope this means that you received your paper on Sunday Your account was also credited for all the missed papers plus two weeks for all the delivery problemsAgain, our sincere apologies for any inconvenience this caused you Thank you for bringing this to our attention and being a Star Tribune customer Sincerely, Arden [redacted] Senior Vice President, Circulation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me