Initial Business Response /* (1000, 9, 2016/01/07) */
Dear Ms***:
We are in receipt of your complaint regarding not receiving the Sunday paper for six weeks after you started and paid for a subscriptionWe apologize that you needed to take this to the Revdex.com for
resolution
Upon reviewing your account, we see you started a 26-week, Sunday print subscription on 11/22/from a Kiosk vendor offer at a low introductory rate with an expire date of 5/22/You called in complaints for missed papers and requests for redelivery every Sunday through 12/20/This is totally unacceptable service from our DistributorYou had already received credit for some of the missed papers, but not all
You responded to my assistant Cindy *** that you never received a redelivery after calling our customer service area eitherYou did finally receive a paper on Sunday 1/3/
We have made sure that your account has been credited for every missed paper, which makes your new expire date is the end of June We have contacted the Distributor directly to make sure that you receive your Star Tribune every Sunday going forward
You stated your desired resolution was the Sunday paper, but also a full refund--not credits in your account to extend the subscriptionIf you want to stop your subscription, we will give you a full refund of the monies remaining in your account: $- $(for the paper received on 1/3/16) = $refund as of today's dateOtherwise, your delivery will continue through June
Again, I'm very sorry for the non-service you received when starting your most recent subscriptionThank you trying the Star Tribune
Sincerely,
Arden ***
Senior Vice President, Circulation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. However the statement that they were not contacted re missed delivery is erroneous. I know that I made multiple calls to the circulation department regarding delivery failure with supposed credit to my account. That and late delivery were the primary reasons that I did not renew my subscription. Failure to acknowledge the deficiencies and correct them bodes poorly for subscription business going forward
August 28,
*** R***
*** *** ***
Eagan, MN
Re: Revdex.com Complaint No***
Star Tribune Acct: #***
Dear Mr***:
We are in receipt of your complaint filed 8/26/with the
Revdex.com, regarding our method of communicating the introduction of our new quarterly Sunday Magazine, and overall pricing
I understand that you differ with our approach in introducing the new Star Tribune quarterly magazine but want to assure you that we attempted to be transparent in our billing for this service. Since inception, we have taken many steps to communicate to all of our subscribers that this magazine was coming and how they could opt out if they chose to do so. These communications included post cards, emails, and notices on billing invoices. In instances that these communications were not received, we have been lenient in reversing any charges incurred that were not fully understood by customers, as we have done with your account
John *** of my staff indicated that that he had a very positive conversation with you and was understanding of your concerns. He indicated that he was disappointed that he was unable to resolve your concerns prior to your decision to stop your Sunday service. Your credit balance of $will be refunded promptly
Thank you for being a Star Tribune subscriber. Please be assured you that your comments regarding our notification process have been noted and are appreciated.
Sincerely,
Arden ***
Senior Vice President, Circulation
cc: *** ***, Revdex.com
Initial Business Response /* (1000, 5, 2016/02/04) */
Dear Mr***:
We are in receipt of your complaint regarding the continued delivery of Twin Cities Values (TCV) after several requests to stopWe apologize that you needed to take this to the Revdex.com for resolution
Upon reviewing the two addresses in our system, they were already both marked for "NO TCV DELIVERY"We contacted the Distributor for your area regarding the continued delivery issueHe spoke to the appropriate carriers and told them to not delivery any Star Tribune products to these two addressesThe Distributor responded that he informed the carriers of this before this past weekend, so you should not have received any TCVs on January 30thYour accounts have further been marked for "No Delivery" and "No Solicitation"
We believe all the appropriate steps have been taken to make sure that the two above addresses no longer received any unwanted Star Tribune products
We are sorry for any inconvenience this has caused you
Sincerely,
Arden ***
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I do accept the Star Tribune's reply and actions, I hope in going forward, the Star Tribune reviews it's stewardship policy to ensure citizen/consumer personal and property safety as well as a contributing to a clean environmentRecently, in any given day in my neighborhood, you can see the Star Tribune's bagged advertising piling up to four deep in people's driveway
February 19,
*** D ***
*** *** ** *
Cambridge, MN
Re: Revdex.com ID - ***
Star Tribune Acct: #
***
Dear Mr***:
I am responding to your complaint filed with the Revdex.com on February 16th concerning the billing and subsequent collections activity on the above referenced account
I do see that you contacted us and received credit for missed deliveries on February 6, 2017. Prior to your subscription expiration date in August 2017, we sent the first of invoices, each of which contained the information that “newspaper service and billing will continue unless you notify us otherwise”. We provide this grace period as a courtesy to our subscribers to prevent an unwanted interruption in service should payment be received after the due date. Unfortunately, we did not receive any communications from you concerning missed deliveries since February which is why billing continued
I do trust that you were not receiving papers during the period in question and have removed the past due balance of $from your account. I have also pulled your account from collections, so you will not be subject to any further contact from *** * *** in this matter. The Star Tribune/*** * *** do 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.
I’m sorry we didn’t resolve this matter at an earlier date and regret the inconvenience to you. Please contact me if you have any questions concerning this resolution
Sincerely,
John ***
Department Administrator, Circulation
cc: *** ***, Revdex.com
Initial Business Response /* (1000, 5, 2016/02/16) */
Dear Ms***:
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
Our invoices ask that you not write on the invoice, but callPayments and correspondence returned in the provided envelop only go to our payment processing location, and they only process paymentsAny written information on the invoices is not forwarded to us
As a one-courtesy, we have written off the past due balance and pulled the account from collectionsAgain we apologize for any inconvenience 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 ***
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2016/02/17) */
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. OR AT LEAST AS SATISFACTORY AS I THINK I CAN EXPECT. The manager of the delivery service has not yet contacted me, and I am not happy that the Star Tribune staff member didn't include his emailAlso, there is no discussion in the Star Tribune staffer's email of informing subscribers should there be an area-wide problem again. On the other hand, my papers have started coming regularly, and I now have two numbers to call if there are problems in the future. I suppose that is as good as it's going to get. Thank you for your help
Star Tribune Acct: # *** Dear Mr***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your subscription and being sent to collectionsWe
apologize that you needed to take this to the Revdex.com for resolution. First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription. We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date. This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers. After reviewing your account, we see that you started a 30-week, Sunday print plus Digital Access subscription on 12/20/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 “auto-renew” box you mentioned is associated with payment not delivery. If you had left the box checked yes, the system would have requested credit card information for the first payment and would have future payments would automatically been charged going forwardWe apologize that there was confusion about this specific step The expire date is listed as 7/18/16. Renewal invoices were sent to you on 7/3/(two weeks prior to the expire date), 8/7/16, 9/4/16, and a final invoice on 10/16/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 9/7/16, but the phone number listed on your account was disconnectedThere is no indication of your emails or calls because you were still receiving the paper As a one-time courtesy, we have written off the past due balance and pulled the account from collections. We apologize for any for any misunderstanding 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 *** Senior Vice President, Circulation
Initial Business Response /* (1000, 5, 2015/09/11) */
Dear Ms***:
We are in receipt of your complaint regarding poor delivery service and not receiving credits for missed papersWe apologize that you needed to take this to the Revdex.com for resolution
First, we are very
sorry that you experienced such poor delivery service and will be discussing it with the Distributor in your areaWe see that you have been a loyal subscriber for many years
Second, credits for missed papers do not lower your invoice, but extend the expiration dateUpon reviewing your account, we see the following expire dates and complaint calls:
- 8/9/Expire date
- 6/14/missed paper complaint - account credited
- 8/16/new Expire date
- 8/2/missed paper complaint -no credit
- 8/9/missed paper complaint - no credit (also note that paper was missed on 7/26, but no call)
- 8/30/missed paper complaint - account credited
- 8/23/new Expire date
- 9/1/Subscription stopped by customer call because of poor service: $past due
We agree that you did not receive credit for all the missed papers, but did not know that you had not received the redelivery eitherThe past due balance has been written off and we have enclosed a $Visa gift card to compensate you for the credits that were not given to you
Again, we apologize for your service issues and thank you for being a Star Tribune subscriber for several years
Sincerely,
Arden ***
Senior Vice President, Circulation
Ms***,First, our apologies for not responding sooner. We have been working with the Distributor since late May with the request to call you directly and resolve the missed or late paper delivery. The Home Delivery Manager is also communicating with him, but we have not received a
response and noted that you called in additional complaints on 6/1, 6/2, and 6/7. We do not find this acceptable as a contracted Distributor for the Star Tribune. I have also asked Steve ***, Home Delivery Manager to follow up with you. We are still working on resolving the problem.Cindy ***,Circulation
Dear Mr***: We are in receipt of your complaint regarding the continued delivery of Twin Cities Values (TCV) after several requests to stopWe apologize that you needed to take this to the Revdex.com for resolution. Upon reviewing your address in our system,
it was already marked for “NO TCV DELIVERY”. We contacted the Distributor for your area regarding the continued delivery issue and the Verification & Quality Assurance Manager. The Distributor spoke to the appropriate carriers and told them to not delivery any Star Tribune products to the address. The Distributor and Verification Manager are going to have your address audited to make sure the request is honored 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 *** Senior Vice President, Circulation
Initial Business Response /* (1000, 5, 2015/07/13) */
Finally connected with Mr*** on 7/Reived his accountHe had been credited for all but one late paper--credited the accountThe new Distributor is short carriers in his area and is working hard to hire new ones so routes can be
delivered by desired 6:A.MdeadlineCannot promise immediate fix on this issue, but continuous diligent work to get it fixedI passed along customer's concerns regarding the Customer Service phone experience to the ManagerWe also discussed optimizing digital access to Android tablets, and I passed that onto our Digital SVP and staff
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Response is accurateHowever, there was no guarantee of improved service, other than "they are trying"Told them I would re-evaluate at Septand determine whether to continue the subscriptionToo bad, it is a good product but lousy service
Final Business Response /* (4000, 9, 2015/07/14) */
Mr*** was contacted immediately by our digital department and worked on his digital access issueThe Distributor continues to work on hiring additional carriers for his area, so papers can be delivered by the 6:A.M
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Thank you for facilitating this exchangeI contacted the company multiple times with no clear responseI just wanted clarity of the situation as I do find this to be a valuable company and had hoped to continue to be a customer of theirs in the future and I appreciate you for providing a medium to reach that result
Initial Business Response /* (1000, 5, 2016/02/26) */
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 started a 26-week, Sunday-only subscription on 2/22/from one of kiosk vendorsYour expire date was 8/23/Renewal invoices were sent to you on 8/2/(three weeks prior to the expire date), 9/6/15, 10/4/15, and a final invoice on 11/21/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 10/6/and 10/14/and left voicemails regarding you 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 ***
Senior Vice President, Circulation
Initial Business Response /* (1000, 8, 2015/04/29) */
Attached is the flyer, we believe was incorrectly inserted into your home delivery paperIt is inserted into our single copy papers as a special offer to new subscribersThe flyer specifically states:
I understand that delivery and
billing will continue beyond the initial order period unless I contact the Star Tribune office by calling ***Rate may change after introductory offer periodThis offer is for new subscribers only and limited to households within designated home delivery areasOne discount or premium per householdFor subscriptions that do not normally include a Thursday print edition, the Thursday editions prior to President's Day, Mother's Day, Memorial Day and Labor Day are included in your subscription at the additional rate of $eachThe Thanksgiving Day newspaper will also be included at a rate of $These charges will be reflected in your account and may accelerate the expiration date of your subscriptionIf you do not wish to receive these additional days of delivery, please contact customer service at ***
*Digital Access includes StarTribune.com plus Star Tribune iPad(r) and mobile appsStar Tribune mobile apps not available for all deviceseEdition not includedPlease allow 2-business days upon receipt of order for subscription processing
(c)Star Tribune
The rep also misspoke stating that you only needed to stop your paper for one week to receive this rate upon restartingTo qualify as a new subscriber, you must have been stopped for a much longer period of time
Thank you for being a loyal Star Tribune subscriber
Initial Business Response /* (1000, 5, 2015/09/08) */
Dear Ms***:
We are in receipt of your complaint to the Revdex.com regarding placement issues, door damage, and requesting credits for all service errorsWe apologize that you needed to take this to the RevDex.com for resolution
Upon reviewing your account, we see the numerous complaints about wrong location plus late papers and missed papers in the past months and a door panel complaintWe agree that this is not premier serviceWe also see credits for papers already on your account
We contacted the Distributor for your area about your placement complaints and were given a picture of your property (copy attached) and the following information regarding delivery to your tubeCarriers have been injured trying to get to your door and have had clothing and skin torn by the thorny bushesThe tube in partially blocked as is the sidewalk and entrance to the houseImagine trying to get to your door in the dark
Our policy is to give credit for missed, non-redelivered papersWe do not guarantee exact placement, but try to accommodate elderly and handicapped customers with special circumstancesPapers that are delivered to the property are delivered and late papers are also considered delivered
So, in response to your desired resolutions:
Delivery cannot be made to the tube located on the house until safe, unhindered access is available for the carriersIt is currently not safe
The Distributor will be contacting you to repair the door panel
Your account has already been over credited for missed papersPlacement is not a reason for credit and you will no longer be receiving credit for late or wrong location complaintsYou are receiving the paper with the best placement possible considering the access
We need to consider the reasonableness and carrier safety for all special placement requestsWe will be happy to revisit your request when it is safe for the carrier
Sincerely,
Arden ***
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Tim was out and repaired the door; that is no longer an issueWithout providing any reason for their action, StarTribune, within the last few days, began to deny me access to my StarTribune account; access needs to be restoredI do business with them onlineStarTribune's picture clearly shows the bushes trimmed to allow accessSince the width of the access seems to be at issue, how many inches would the StarTribune like me to allow for width of access? References to safety don't help me determine the width that StarTribune requiresAs far as the dark of night being a determining factor, please be advised that the streetlight across the street is more than adequate for the StarTribune carriers to see the opening for entryThe StarTribune carrier this morning, for instance, was able to make it through the opening; the paper was in the tube before 5:a.mThe tube, as installed by StarTribune, is located by the mailbox, not on the house; it is clearly visible as installedI look forward to StarTribune's telling me the width in inches that they require between the bushes for their carriers to enter in order to put each paper in the tubeOnce I have the width taken care of, I'll respond through the Revdex.com
Final Consumer Response /* (3000, 15, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The sidewalk and steps are now clearedHowever, the paper continues to be tossed onto the sidewalk or stepsYour carriers now have no excuse not to use the paper tubeIt's time for all your carriers to use the paper tube at all timesI would appreciate your restoring online access to my account and restoring my capability to use the telephone automated system for your customer serviceOn September 27, your carrier damaged the front door againI telephoned Tim at the Depot, but the door has yet to be fixedI would appreciate this being taken care of prontoThank you
Final Business Response /* (1000, 19, 2015/11/12) */
We have contacted Tim regarding the door issue and requesting that the carrier place the paper in the tube as long as they have safe, clear access
We did nothing to take away your ability to contact our customer service center via the telephone to report missed papers or damageWe will check on it
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Please note that my name is incorrect in the letter from the companyI mention this as I want to ensure my account is properly credited. Thank you
Initial Business Response /* (1000, 5, 2015/10/08) */
Dear ***:
We are in receipt of your complaint to the Revdex.com regarding the continued delivery and billing past the expire date of your newspaperWe 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 a 13-week, 7-day print subscription was started on 6/26/with payment of airline milesThe subscription expire date was 9/25/We also see that a renewal invoice was sent to you on 9/6/2015, three weeks prior to the expire dateThe invoice clearly states that the customer has to contact the Star Tribune to stop service
As a one-time courtesy, we have written off the past due balanceWe 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 ***
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with timely resolution of this issue from Star Tribune.It would have been more easier if this was resolved when I contacted Star Tribune's customer service and I wouldn't have the need to reach out to Revdex.com for resolutionThanks to Revdex.com for their assistance and Star Tribune VP for the resolving this issue
March 19,
*** * ***
*** *** ***
Bloomington, MN
Re: Revdex.com ID - ***
Star Tribune Acct: # ***
Dear Mr
***:
I am responding to your complaint filed with the Revdex.com on March 17th concerning continued billing activity on the above referenced account
Prior to your digital subscription expiration date in December of 2017, we sent the first of invoices, each of which contained the information that “newspaper service and billing will continue unless you notify us otherwise”. We provide this grace period as a courtesy to our subscribers to prevent an unwanted interruption in service should payment be received after the due date. We did not receive any communications from you to discontinue service until March 9th of this year
I do trust that you were no longer using your digital service and have removed the past due balance of $from your account. Unlike physical print products, continued digital service is does not offer the daily reminder of ongoing service
I’m sorry we didn’t resolve this matter at an earlier date and regret the inconvenience to you. I trust that this matter is solved to your satisfaction and hope that you will consider a future subscription with the Star Tribune
Sincerely,
John ***
Department Administrator, Circulation
cc: *** ***, Revdex.com
Star Tribune Acct: # *** Dear Ms***: We are in receipt of your complaint regarding delivery of your Sunday paper to the wrong locationWe apologize that you needed to take this to the RevDex.com for resolution. First, I apologize for the placement delivery issues you experienced recently. This letter is a follow up to telephone communications with Cindy ***, my assistant. She immediately contacted the Distributor for your area. The Distributor responded that a new carrier would be starting and they would be instructed on the placement by your door on the bench You notified Cindy on Monday, March 6th, that the Sunday paper was tossed in the driveway, half out of the bag, and blowing around. The Distributor was again contacted immediately about the incorrect delivery. He is looking for a new, reliable carrier for your area. We will continue to work on the placement until it is corrected Again, our sincere apologies for the inconvenience this causes you. We appreciate your patience while we get this resolved. Please keep us informed of any future problems Thank you for bringing this to our attention and being a long-time Star Tribune customer. Sincerely, Arden *** Senior Vice President, Circulation
Initial Business Response /* (1000, 9, 2016/01/07) */
Dear Ms***:
We are in receipt of your complaint regarding not receiving the Sunday paper for six weeks after you started and paid for a subscriptionWe apologize that you needed to take this to the Revdex.com for
resolution
Upon reviewing your account, we see you started a 26-week, Sunday print subscription on 11/22/from a Kiosk vendor offer at a low introductory rate with an expire date of 5/22/You called in complaints for missed papers and requests for redelivery every Sunday through 12/20/This is totally unacceptable service from our DistributorYou had already received credit for some of the missed papers, but not all
You responded to my assistant Cindy *** that you never received a redelivery after calling our customer service area eitherYou did finally receive a paper on Sunday 1/3/
We have made sure that your account has been credited for every missed paper, which makes your new expire date is the end of June We have contacted the Distributor directly to make sure that you receive your Star Tribune every Sunday going forward
You stated your desired resolution was the Sunday paper, but also a full refund--not credits in your account to extend the subscriptionIf you want to stop your subscription, we will give you a full refund of the monies remaining in your account: $- $(for the paper received on 1/3/16) = $refund as of today's dateOtherwise, your delivery will continue through June
Again, I'm very sorry for the non-service you received when starting your most recent subscriptionThank you trying the Star Tribune
Sincerely,
Arden ***
Senior Vice President, Circulation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. However the statement that they were not contacted re missed delivery is erroneous. I know that I made multiple calls to the circulation department regarding delivery failure with supposed credit to my account. That and late delivery were the primary reasons that I did not renew my subscription. Failure to acknowledge the deficiencies and correct them bodes poorly for subscription business going forward
August 28,
*** R***
*** *** ***
Eagan, MN
Re: Revdex.com Complaint No***
Star Tribune Acct: #***
Dear Mr***:
We are in receipt of your complaint filed 8/26/with the
Revdex.com, regarding our method of communicating the introduction of our new quarterly Sunday Magazine, and overall pricing
I understand that you differ with our approach in introducing the new Star Tribune quarterly magazine but want to assure you that we attempted to be transparent in our billing for this service. Since inception, we have taken many steps to communicate to all of our subscribers that this magazine was coming and how they could opt out if they chose to do so. These communications included post cards, emails, and notices on billing invoices. In instances that these communications were not received, we have been lenient in reversing any charges incurred that were not fully understood by customers, as we have done with your account
John *** of my staff indicated that that he had a very positive conversation with you and was understanding of your concerns. He indicated that he was disappointed that he was unable to resolve your concerns prior to your decision to stop your Sunday service. Your credit balance of $will be refunded promptly
Thank you for being a Star Tribune subscriber. Please be assured you that your comments regarding our notification process have been noted and are appreciated.
Sincerely,
Arden ***
Senior Vice President, Circulation
cc: *** ***, Revdex.com
Initial Business Response /* (1000, 5, 2016/02/04) */
Dear Mr***:
We are in receipt of your complaint regarding the continued delivery of Twin Cities Values (TCV) after several requests to stopWe apologize that you needed to take this to the Revdex.com for resolution
Upon reviewing the two addresses in our system, they were already both marked for "NO TCV DELIVERY"We contacted the Distributor for your area regarding the continued delivery issueHe spoke to the appropriate carriers and told them to not delivery any Star Tribune products to these two addressesThe Distributor responded that he informed the carriers of this before this past weekend, so you should not have received any TCVs on January 30thYour accounts have further been marked for "No Delivery" and "No Solicitation"
We believe all the appropriate steps have been taken to make sure that the two above addresses no longer received any unwanted Star Tribune products
We are sorry for any inconvenience this has caused you
Sincerely,
Arden ***
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I do accept the Star Tribune's reply and actions, I hope in going forward, the Star Tribune reviews it's stewardship policy to ensure citizen/consumer personal and property safety as well as a contributing to a clean environmentRecently, in any given day in my neighborhood, you can see the Star Tribune's bagged advertising piling up to four deep in people's driveway
February 19,
*** D ***
*** *** ** *
Cambridge, MN
Re: Revdex.com ID - ***
Star Tribune Acct: #
***
Dear Mr***:
I am responding to your complaint filed with the Revdex.com on February 16th concerning the billing and subsequent collections activity on the above referenced account
I do see that you contacted us and received credit for missed deliveries on February 6, 2017. Prior to your subscription expiration date in August 2017, we sent the first of invoices, each of which contained the information that “newspaper service and billing will continue unless you notify us otherwise”. We provide this grace period as a courtesy to our subscribers to prevent an unwanted interruption in service should payment be received after the due date. Unfortunately, we did not receive any communications from you concerning missed deliveries since February which is why billing continued
I do trust that you were not receiving papers during the period in question and have removed the past due balance of $from your account. I have also pulled your account from collections, so you will not be subject to any further contact from *** * *** in this matter. The Star Tribune/*** * *** do 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.
I’m sorry we didn’t resolve this matter at an earlier date and regret the inconvenience to you. Please contact me if you have any questions concerning this resolution
Sincerely,
John ***
Department Administrator, Circulation
cc: *** ***, Revdex.com
Initial Business Response /* (1000, 5, 2016/02/16) */
Dear Ms***:
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
Our invoices ask that you not write on the invoice, but callPayments and correspondence returned in the provided envelop only go to our payment processing location, and they only process paymentsAny written information on the invoices is not forwarded to us
As a one-courtesy, we have written off the past due balance and pulled the account from collectionsAgain we apologize for any inconvenience 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 ***
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2016/02/17) */
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. OR AT LEAST AS SATISFACTORY AS I THINK I CAN EXPECT. The manager of the delivery service has not yet contacted me, and I am not happy that the Star Tribune staff member didn't include his emailAlso, there is no discussion in the Star Tribune staffer's email of informing subscribers should there be an area-wide problem again. On the other hand, my papers have started coming regularly, and I now have two numbers to call if there are problems in the future. I suppose that is as good as it's going to get. Thank you for your help
Star Tribune Acct: # *** Dear Mr***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your subscription and being sent to collectionsWe
apologize that you needed to take this to the Revdex.com for resolution. First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription. We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date. This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers. After reviewing your account, we see that you started a 30-week, Sunday print plus Digital Access subscription on 12/20/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 “auto-renew” box you mentioned is associated with payment not delivery. If you had left the box checked yes, the system would have requested credit card information for the first payment and would have future payments would automatically been charged going forwardWe apologize that there was confusion about this specific step The expire date is listed as 7/18/16. Renewal invoices were sent to you on 7/3/(two weeks prior to the expire date), 8/7/16, 9/4/16, and a final invoice on 10/16/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 9/7/16, but the phone number listed on your account was disconnectedThere is no indication of your emails or calls because you were still receiving the paper As a one-time courtesy, we have written off the past due balance and pulled the account from collections. We apologize for any for any misunderstanding 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 *** Senior Vice President, Circulation
Initial Business Response /* (1000, 5, 2015/09/11) */
Dear Ms***:
We are in receipt of your complaint regarding poor delivery service and not receiving credits for missed papersWe apologize that you needed to take this to the Revdex.com for resolution
First, we are very
sorry that you experienced such poor delivery service and will be discussing it with the Distributor in your areaWe see that you have been a loyal subscriber for many years
Second, credits for missed papers do not lower your invoice, but extend the expiration dateUpon reviewing your account, we see the following expire dates and complaint calls:
- 8/9/Expire date
- 6/14/missed paper complaint - account credited
- 8/16/new Expire date
- 8/2/missed paper complaint -no credit
- 8/9/missed paper complaint - no credit (also note that paper was missed on 7/26, but no call)
- 8/30/missed paper complaint - account credited
- 8/23/new Expire date
- 9/1/Subscription stopped by customer call because of poor service: $past due
We agree that you did not receive credit for all the missed papers, but did not know that you had not received the redelivery eitherThe past due balance has been written off and we have enclosed a $Visa gift card to compensate you for the credits that were not given to you
Again, we apologize for your service issues and thank you for being a Star Tribune subscriber for several years
Sincerely,
Arden ***
Senior Vice President, Circulation
Ms***,First, our apologies for not responding sooner. We have been working with the Distributor since late May with the request to call you directly and resolve the missed or late paper delivery. The Home Delivery Manager is also communicating with him, but we have not received a
response and noted that you called in additional complaints on 6/1, 6/2, and 6/7. We do not find this acceptable as a contracted Distributor for the Star Tribune. I have also asked Steve ***, Home Delivery Manager to follow up with you. We are still working on resolving the problem.Cindy ***,Circulation
Dear Mr***: We are in receipt of your complaint regarding the continued delivery of Twin Cities Values (TCV) after several requests to stopWe apologize that you needed to take this to the Revdex.com for resolution. Upon reviewing your address in our system,
it was already marked for “NO TCV DELIVERY”. We contacted the Distributor for your area regarding the continued delivery issue and the Verification & Quality Assurance Manager. The Distributor spoke to the appropriate carriers and told them to not delivery any Star Tribune products to the address. The Distributor and Verification Manager are going to have your address audited to make sure the request is honored 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 *** Senior Vice President, Circulation
Initial Business Response /* (1000, 5, 2015/07/13) */
Finally connected with Mr*** on 7/Reived his accountHe had been credited for all but one late paper--credited the accountThe new Distributor is short carriers in his area and is working hard to hire new ones so routes can be
delivered by desired 6:A.MdeadlineCannot promise immediate fix on this issue, but continuous diligent work to get it fixedI passed along customer's concerns regarding the Customer Service phone experience to the ManagerWe also discussed optimizing digital access to Android tablets, and I passed that onto our Digital SVP and staff
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Response is accurateHowever, there was no guarantee of improved service, other than "they are trying"Told them I would re-evaluate at Septand determine whether to continue the subscriptionToo bad, it is a good product but lousy service
Final Business Response /* (4000, 9, 2015/07/14) */
Mr*** was contacted immediately by our digital department and worked on his digital access issueThe Distributor continues to work on hiring additional carriers for his area, so papers can be delivered by the 6:A.M
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Thank you for facilitating this exchangeI contacted the company multiple times with no clear responseI just wanted clarity of the situation as I do find this to be a valuable company and had hoped to continue to be a customer of theirs in the future and I appreciate you for providing a medium to reach that result
Initial Business Response /* (1000, 5, 2016/02/26) */
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 started a 26-week, Sunday-only subscription on 2/22/from one of kiosk vendorsYour expire date was 8/23/Renewal invoices were sent to you on 8/2/(three weeks prior to the expire date), 9/6/15, 10/4/15, and a final invoice on 11/21/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 10/6/and 10/14/and left voicemails regarding you 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 ***
Senior Vice President, Circulation
Initial Business Response /* (1000, 8, 2015/04/29) */
Attached is the flyer, we believe was incorrectly inserted into your home delivery paperIt is inserted into our single copy papers as a special offer to new subscribersThe flyer specifically states:
I understand that delivery and
billing will continue beyond the initial order period unless I contact the Star Tribune office by calling ***Rate may change after introductory offer periodThis offer is for new subscribers only and limited to households within designated home delivery areasOne discount or premium per householdFor subscriptions that do not normally include a Thursday print edition, the Thursday editions prior to President's Day, Mother's Day, Memorial Day and Labor Day are included in your subscription at the additional rate of $eachThe Thanksgiving Day newspaper will also be included at a rate of $These charges will be reflected in your account and may accelerate the expiration date of your subscriptionIf you do not wish to receive these additional days of delivery, please contact customer service at ***
*Digital Access includes StarTribune.com plus Star Tribune iPad(r) and mobile appsStar Tribune mobile apps not available for all deviceseEdition not includedPlease allow 2-business days upon receipt of order for subscription processing
(c)Star Tribune
The rep also misspoke stating that you only needed to stop your paper for one week to receive this rate upon restartingTo qualify as a new subscriber, you must have been stopped for a much longer period of time
Thank you for being a loyal Star Tribune subscriber
Initial Business Response /* (1000, 5, 2015/09/08) */
Dear Ms***:
We are in receipt of your complaint to the Revdex.com regarding placement issues, door damage, and requesting credits for all service errorsWe apologize that you needed to take this to the RevDex.com for resolution
Upon reviewing your account, we see the numerous complaints about wrong location plus late papers and missed papers in the past months and a door panel complaintWe agree that this is not premier serviceWe also see credits for papers already on your account
We contacted the Distributor for your area about your placement complaints and were given a picture of your property (copy attached) and the following information regarding delivery to your tubeCarriers have been injured trying to get to your door and have had clothing and skin torn by the thorny bushesThe tube in partially blocked as is the sidewalk and entrance to the houseImagine trying to get to your door in the dark
Our policy is to give credit for missed, non-redelivered papersWe do not guarantee exact placement, but try to accommodate elderly and handicapped customers with special circumstancesPapers that are delivered to the property are delivered and late papers are also considered delivered
So, in response to your desired resolutions:
Delivery cannot be made to the tube located on the house until safe, unhindered access is available for the carriersIt is currently not safe
The Distributor will be contacting you to repair the door panel
Your account has already been over credited for missed papersPlacement is not a reason for credit and you will no longer be receiving credit for late or wrong location complaintsYou are receiving the paper with the best placement possible considering the access
We need to consider the reasonableness and carrier safety for all special placement requestsWe will be happy to revisit your request when it is safe for the carrier
Sincerely,
Arden ***
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Tim was out and repaired the door; that is no longer an issueWithout providing any reason for their action, StarTribune, within the last few days, began to deny me access to my StarTribune account; access needs to be restoredI do business with them onlineStarTribune's picture clearly shows the bushes trimmed to allow accessSince the width of the access seems to be at issue, how many inches would the StarTribune like me to allow for width of access? References to safety don't help me determine the width that StarTribune requiresAs far as the dark of night being a determining factor, please be advised that the streetlight across the street is more than adequate for the StarTribune carriers to see the opening for entryThe StarTribune carrier this morning, for instance, was able to make it through the opening; the paper was in the tube before 5:a.mThe tube, as installed by StarTribune, is located by the mailbox, not on the house; it is clearly visible as installedI look forward to StarTribune's telling me the width in inches that they require between the bushes for their carriers to enter in order to put each paper in the tubeOnce I have the width taken care of, I'll respond through the Revdex.com
Final Consumer Response /* (3000, 15, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The sidewalk and steps are now clearedHowever, the paper continues to be tossed onto the sidewalk or stepsYour carriers now have no excuse not to use the paper tubeIt's time for all your carriers to use the paper tube at all timesI would appreciate your restoring online access to my account and restoring my capability to use the telephone automated system for your customer serviceOn September 27, your carrier damaged the front door againI telephoned Tim at the Depot, but the door has yet to be fixedI would appreciate this being taken care of prontoThank you
Final Business Response /* (1000, 19, 2015/11/12) */
We have contacted Tim regarding the door issue and requesting that the carrier place the paper in the tube as long as they have safe, clear access
We did nothing to take away your ability to contact our customer service center via the telephone to report missed papers or damageWe will check on it
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Please note that my name is incorrect in the letter from the companyI mention this as I want to ensure my account is properly credited. Thank you
Initial Business Response /* (1000, 5, 2015/10/08) */
Dear ***:
We are in receipt of your complaint to the Revdex.com regarding the continued delivery and billing past the expire date of your newspaperWe 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 a 13-week, 7-day print subscription was started on 6/26/with payment of airline milesThe subscription expire date was 9/25/We also see that a renewal invoice was sent to you on 9/6/2015, three weeks prior to the expire dateThe invoice clearly states that the customer has to contact the Star Tribune to stop service
As a one-time courtesy, we have written off the past due balanceWe 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 ***
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with timely resolution of this issue from Star Tribune.It would have been more easier if this was resolved when I contacted Star Tribune's customer service and I wouldn't have the need to reach out to Revdex.com for resolutionThanks to Revdex.com for their assistance and Star Tribune VP for the resolving this issue
March 19,
*** * ***
*** *** ***
Bloomington, MN
Re: Revdex.com ID - ***
Star Tribune Acct: # ***
Dear Mr
***:
I am responding to your complaint filed with the Revdex.com on March 17th concerning continued billing activity on the above referenced account
Prior to your digital subscription expiration date in December of 2017, we sent the first of invoices, each of which contained the information that “newspaper service and billing will continue unless you notify us otherwise”. We provide this grace period as a courtesy to our subscribers to prevent an unwanted interruption in service should payment be received after the due date. We did not receive any communications from you to discontinue service until March 9th of this year
I do trust that you were no longer using your digital service and have removed the past due balance of $from your account. Unlike physical print products, continued digital service is does not offer the daily reminder of ongoing service
I’m sorry we didn’t resolve this matter at an earlier date and regret the inconvenience to you. I trust that this matter is solved to your satisfaction and hope that you will consider a future subscription with the Star Tribune
Sincerely,
John ***
Department Administrator, Circulation
cc: *** ***, Revdex.com
Star Tribune Acct: # *** Dear Ms***: We are in receipt of your complaint regarding delivery of your Sunday paper to the wrong locationWe apologize that you needed to take this to the RevDex.com for resolution. First, I apologize for the placement delivery issues you experienced recently. This letter is a follow up to telephone communications with Cindy ***, my assistant. She immediately contacted the Distributor for your area. The Distributor responded that a new carrier would be starting and they would be instructed on the placement by your door on the bench You notified Cindy on Monday, March 6th, that the Sunday paper was tossed in the driveway, half out of the bag, and blowing around. The Distributor was again contacted immediately about the incorrect delivery. He is looking for a new, reliable carrier for your area. We will continue to work on the placement until it is corrected Again, our sincere apologies for the inconvenience this causes you. We appreciate your patience while we get this resolved. Please keep us informed of any future problems Thank you for bringing this to our attention and being a long-time Star Tribune customer. Sincerely, Arden *** Senior Vice President, Circulation