Dear Mr***:
We are in receipt of your complaint regarding the delivery of StribExpress continuing after you stopped it in December We apologize that you needed to take this to the Revdex.com for resolution
Upon reviewing your former StribExpress delivery account, we
see that you stopped on December 27, There are several "failed to stop" complaints on the file and messages sent to the DistributorDigging into the account, we think all these complaints and messages were sent to the wrong DistributorWe immediately contacted the StribExpress Distributor for your area telling him to stop delivering immediately and make no further deliveries to your addressWe also contacted the Verification and Quality Assurance Manger to make sure that the product is not delivered to you again
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, 2015/10/27) */
Dear Mr***:
We are in receipt of your complaint regarding the continued delivery/billing past the expire date and being sent to collectionsWe apologize that you needed to take this to the Revdex.com for resolution
First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscriptionWe provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due dateThis information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers
Upon reviewing your account, we see you started a 52-week Sunday print on 4/6/from a Groupon offer at a low introductory rateWe sent renewal invoices on 3/15/(three weeks prior to the expire date), 4/1915, 5/17/15, and a final invoice on 7/4/15, when deliver was stopped for non-paymentAll clearly indicated that subscriber needed to call to stop delivery (copies provide upon request)We also called and left a voicemail for you on 5/24/regarding your account being past due and did not hear back from you
Thank you for your partial paymentThe balance was written offWe appreciated you trying the Star TribuneAs a one-time courtesy, we would have written off the balance and pulled you from collectionsEnclosed is a $Visa gift card to cover your payment
Your concerns regarding our marketing practices were passed on to the Marketing Department
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, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/02) */
Ms***:
First, I apologize that you needed to take your complaint to the Revdex.com for resolutionI also apologize for the poor delivery you experienced that caused you to stop your subscription recentlyThank you for your
many years as a Star Tribune subscriber
Your past due balance of $has been written offWe did change our policy regarding charging for the Thanksgiving Day paper and bonus days in July However, this was after you had paid for a full year's subscription
We did send out a postcard to all Subscribers who would have been affected by this change in July 2014, that stated:
"Currently, your subscription includes five additional days of delivery per yearThe Thursday editions prior to Presidents Day, Mother's Day, Memorial Day and Labor Day are included in your subscription, as well as our largest and most popular newspaper of the year, the Thanksgiving Day edition
Effective immediately, there will be an additional charge of $each for the Thursday editions prior to Presidents Day, Mother's Day, Memorial Day and Labor Day and $for the Thanksgivng Day editionThese charges will be reflected in your account and may accelerate the expiration date of your subscription
We feel these additional newspapers provide great value and will continue to enhance your subscriptionIf you would prefer to not receive these additional days of delivery, please contact customer service at ***
Thank you for your continued loyal readership."
We understand that you may missed or forgotten this notification
We are sorry for any inconvenience this issue caused youAgain, thank you for the many years as a loyal customer
Sincerely,
***
Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your prompt responseWe wish that it hadn't been necessary to go to the Revdex.comWe tried customer service and were told both on the phone and by mail that we owed $and if we didn't pay it would be sent to collectionsI wish that it could have been resolved by a simple phone callThe cancellation of the $is acceptable but we will find it difficult in the future returning to a company that changes the terms of a subscription after our payment has been received
Thank you
Initial Business Response /* (1000, 5, 2015/12/03) */
Dear Ms***:
We are in receipt of your complaint regarding the continued delivery of a Sunday newspaper after the sample was stopped and numerous calls to stop by youWe apologize that you needed to take this to the RevDex.com for resolution
Upon reviewing your account, we see that a sample Sunday paper was started in late July and stopped in mid-AugustWe also see numerous calls from you starting 11/1/regarding the continued delivery of an unwanted paper
We contacted the Distributor for your area regarding your complaint to the Revdex.comWe emphasized how important it was that the carrier does not deliver any papers to your address and asked for the steps he would take to make sure that you do not receive another paperWe also put your address on the "no samples" list and "no delivery" list
We have taken several steps to make sure you do not receive another unsolicited paper from usAgain, I'm sorry that delivery did not stop immediately per your request, as it was stopped in our system
Sincerely,
Arden ***
Senior Vice President, Circulation
The short explanation for your concerns is outlined in Section of your lease, Entry and WaiverSpecifically the line, “A request for repairs shall be deemed a waiver of notice to enter”However with that said, we do try accommodate entry permission whenever possible and this situation could
have been handled better by all partiesThe first tech who came to service the range was clearly mistaken, however I was not made aware of the issue or your concern until I received this notice from the Revdex.comBecause I was not made aware of those concerns, I did not know it was necessary to get permission to enter for the mailbox issueAgain, a request for repair shall be deemed a waiver of notice to enter, so when the request was received I had no reason to think we did not have permission to enterAlso, whenever we replace a mailbox lock we leave the new key on a counter inside the unit, which should have been explained to you, and if it was not I apologizeI’ll make note of your entry preference, but just to be on the safe side it may be best for you to call in to schedule your requests, or email them to me directly with a note explaining that we do not have permission to enter I can be reached at ###-###-#### or***@buckeyerealestate.com. I truly am sorry for the inconvenience as entry and security issues are something we take very seriouslyI have discussed your concerns with the maintenance techs involved and clarified the ‘entry permission’ protocolI do not expect there to be any issues like this in the futureI’m also available to discuss any concerns or questions you may have moving forward. James LentzMaintenance CoordinatorBuckeye Real Estate
Initial Business Response /* (1000, 7, 2015/06/02) */
Ms***:
First, I'm sorry that you needed to take your complaint to the Revdex.com for resolution
After reviewing your account, we see that you started a 7-day subscription using airline milesYou did not see/hear our
standard delivery and billing continue unless stopped by the customerYou would have seen it on the first renewal invoice sent about three weeks prior to the expire dateIt looks like you did call to stop as soon as you realized the subscription had not stoppedBased on the situation, we have written off the past due balanceWe are sorry for any inconvenience this has caused youThank you for trying the Star Tribune
Sinerely
*** ***
Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 9, 2015/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hi ***,
Thank you for your responseI appreciate your fairness in handling the situation - that is exactly what we were hoping forOne new wrinkle - we got our final notice for the bill yesterday in the mail, and fearing the threat of collections, dropped a check in the mail this morning for the past due amount, just in case this wasn't resolved in timeShould we expect to see that back in the mail/not deposited or after deposit could you send us a check back for the amountSorry for the added inconvenienceHopefully we'll try you out again sometime!
***
Initial Business Response /* (1000, 5, 2015/10/02) */
Ms***:
I'm sorry that you needed to contact the Revdex.com for resolution to your issueThe customer service rep thought she was giving you the correct answer, because the person that made the offer back in January 2015,
failed to enter the code that would have authorized the $Restaurant.com gift certificate
I called Dawn ***, Customer Service Manager, who confirmed that you were eligible, and she immediately sent you an email with the information and codes to redeem the $Restaurant.com certificatePlease look in your email for communication from Dawn ***, Star TribuneShe will also be working with the reps who do these calls to make sure the correct information and code is usedYou are paying the discounted EZPay rateThe regular rate is $for weeks
We are sorry for the miscommunication to you and the mistake by our rep, which resulted in you not receiving your gift card right away
Thank you for being a Star Tribune subscriber
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 you started a 13-week, Sunday print subscription on 3/6/from a call from one of our telemarketing vendors at a special introductory rateRenewal invoices were sent to you on 5/15/(three weeks prior to the expire date), 6/5/16, 7/3/16, and a final invoice on 8/20/when service was stopped in our system for non-payment--all requesting that you call to stop delivery. There is no indication of you calling or contacting us to stop delivery or questioning the final past due bill. Also, there are no calls on your account after receiving notification from the collection agency 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 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, 2015/12/03) */
Dear Mr***:
We are in receipt of your complaint regarding the Washington Post Weekly that you inadvertently subscribed to along with your Star Tribune subscription via your renewal invoiceWe apologize that you needed to take this to
the Revdex.com for resolution
First, the Star Tribune is not trying to sneak through new services but offer additional services--like the Washington Post Weekly or Premium Digital Access or other options we have noted in the past
Let me try to clarify: the renewal invoice specifically itemized the cost of the Star Tribune by itselfIt also itemizes the cost of the Washington Post Sunday supplementFurther, the bill does the math for those subscribers who "opt in" and includes a total for the two productsThe amount paid showing on the payment coupon at the bottom of the bill is left blank so that the subscriber can chose which amount to enter, the full amount with the Washington Post Sunday supplement, or the lower amount for only the Star TribuneAn overwhelming number of subscribers select the lower amount for the Star Tribune onlyIn your case, entering the larger amount was an accident and you did not intend to add the Washington Post supplement to your subscription
When you spoke to the customer service rep they immediately stopped the Washington Post WeeklyThey should also have immediately refunded all monies you had paid towards the supplementThis amount has been credited back to your Star Tribune subscription account, which was originally paid to 1/24/based on the total amount you sent inThe expiration date changed to 1/3/16, when the monies for the Washington Post Weekly were moved to that accountWith the credit, your expire date is now 1/29/
Again, I'm sorry for any misunderstanding of our renewal invoicesThank you for being a long and loyal Star Tribune customer
Sincerely,
Arden ***
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (3000, 7, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This sort of "slamming" of customers for unwanted services is highly dishonestYou know exactly what you are doingIt is a very low business practice
I did not order this service and don't want anything to do with the Washington Post or any other second rate east coast newspaper
You should confirm with all of the customers that you snuck this by that they do in fact know they are paying for the Post and want that newspaper
Final Business Response /* (1000, 11, 2015/12/18) */
Since we receive complaints when customers do not receive the Washington Post Weekly, there are many people who ordered it from other marketing offers and want the productYour opinion and feedback have been shared with the Marketing groupWe have apologized and refunded any monies associated with the product you did not want
Final Consumer Response /* (3000, 13, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They know what they are doingThis is intentional slamming of customersThey want to deal with it on a case by case basis and only when someone notices itThey should solicit all people now getting the Post to assure they really want it
Initial Business Response /* (1000, 5, 2015/07/28) */
Star Tribune Acct: #***
Dear Ms***:
We are in receipt of your complaint to the Revdex.com regarding continued delivery of the newspaper past the subscription end date, continued billing and being sent to collections
We apologize that you needed to take this to the Attorney General's Office
First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscriptionWe provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due dateThis information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, e-mail, and website solicitations for new subscribers
Upon reviewing your account, we see that you have been a subscriber since February During these years, you have used the above described grace period several times without complaining, and you have been stopped for non-payment after the grace period ended as recent as before the most recent stop in JanuaryYour most recent expire date was October 21, Renewal invoices were sent to you on 10/5/14, 11/9/14, 12/7/14, and 1/19/15, when delivery was stopped for non-pay (copies available upon request)You were also called on December 20, regarding you past due bill, and a voicemail was left for youThere are no calls noted on your account to stop delivery, and based on your account history, we would not have assumed that you intended to stop
We have pulled your account from collectionsIt sounds like there was miscommunication and a missed callback on our part, as a one-time courtesy, we wrote off the past due balanceThe 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, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response, we did receive many calls asking if we wanted to renew--several times (at least 4-5) we talked to the sales department and told them we did not want to renew at this time.I did assume your billing and sales departments communicated with each other re: our acct so I ignored the continued invoices as I would ignore a magazine subscription invoice if I had already told the company we did not wish to renewWe enjoy your paper, but not this policy, so now just pick it up on the days we have time to read itI appreciate your response
Mr***, We are as disappointed as you to hear that you did not receive your StribExpress again last Sunday. We contacted the Distributor and Home Delivery Manager again early in the week about the miss. I also did a reminder about making sure that your StrbExpress is
delivered every week and asked for confirmation back that it was delivered this week. I would really appreciate it if you would call Cindy *** at ###-###-#### to confirm delivery this weekend. Thank you and we will get this resolved for you
Initial Business Response /* (1000, 6, 2015/12/03) */
Dear Ms***:
We are in receipt of your complaint regarding the missed Sunday papers in November and no resolution after several calls to our Customer Service CenterWe apologize that you needed to take this to the RevDex.com for resolution
First, thank you for bringing this to our attention and my sincere apologies for the non-service you have received during NovemberThis is unacceptable and not the Premier Service that we want to provide to our customers
Upon reviewing your account, we can see all the calls you made to our customer service number, notes on your account, and messages to the Distributor to make sure you are not missed on SundaysYour missed papers were escalated and the Distributor finally responded on 12/2/15, that there was now a new carrier on the route and they would address check it this coming Sunday to make sure the paper was deliveredWe also followed up with our own direct communication to the Distributor emphasizing how serious this was and your complaint to the Revdex.comI assure you that this will be corrected
We made sure that your account was credited for five missed Sunday papers, but know getting the paper delivered is the most important part of the resolution
Again, I'm sorry this was not resolved immediatelyThank you for being a long and loyal Star Tribune customer
Sincerely,
Arden ***
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 13, 2016/01/11) */
Mr*** from Star Tribune has taken care of this complaint and my service from the Trib has improved greatlyThank you
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.I hope this resolves the issue as I had made it clear that if I received another paper I would file a complaint which is why I did. Your carrier needs to pay attention to addresses more carefully
Dear Mr***: We are in receipt of your complaint regarding your neighbor’s Sunday newspaper ending up in your yardWe apologize that you needed to take this to the Revdex.com for resolution. Upon review of your address and the subscribing neighbor’s, we see the
notes about the wrong delivery location to your yard and not the neighbor’s paper tube or to their home. The Distributor was contacted immediately and worked with the carrier to understand the correct placementSteve ***, Home Delivery Manager, followed up with you earlier this week to make sure that the issue was resolved and the paper delivered correctly. You confirmed that it was not on your property October 23rd The Distributor and carrier understand how important it is to delivery correctly Again, our sincere apologies for the inconvenience you experienced and the time needed to resolve this request. Thank you for bringing this to our attention. Sincerely, Arden *** Senior Vice President, Circulation
I am rejecting this response because: The letter is addressed to a Ms***. My name is *** ***. Not sure if this is really for me or not. I still want to know how I can see if the credit was actually applied to my account
I am rejecting this response because: We did not receive our paper last Sunday 27th nor did we receive it again today (3rd)We did not notify Startribune last week due to busy week and simply forgotHowever, we did notify them today that both last week and this week we did not get the paperThis issue is still not resolvedI really do not understand, it should not be that difficult to make sure we have a paper if our name is in deed on the paperworkEither our number is not on the paperwork or Startribune may need to have a further discussion with their contracted delivery driver
Our office received the complaint about the noise from the upstairs unit at the end of November and dispatched a maintenance team member to investigate the issueOur maintenance technician suggested removing the carpet from the upstairs unit and securing the floorboards, a plan that was approved
We attempted to schedule the repair with the upstairs neighbors, but they were not cooperative in the scheduling process so we scheduled on our own and entered to complete the repairOur maintenance technician took up the carpet, repaired/replaced loose floorboards, and then re-stretched and reinstalled the carpet throughout the living room areaUnfortunately, this did not completely eliminate the problem and we received another complaint about the noise. The property manager and maintenance supervisor inspected the units to see if anything further could be done. The bottom line is: this building was constructed in the mid sixties and met all building and structural codes at that time. That being said, there is a certain amount of noise that is bound to happen between units and we cannot eradicate all of it. At this time, we feel that we have done our due diligence in trying to find a feasible solution and executing that plan in an attempt to remedy the issueWe are not willing to offer a rent reduction
Initial Business Response /* (1000, 7, 2015/09/22) */
Ms***:
First, we are sorry that you needed to take your complaint to the Revdex.com
Second we are sorry that your Strib Express publication did not start right away
After reviewing your account, we see there are no
missed complaints since you contacted the Revdex.comWe hope that means that you are now receiving the Strib ExpressThe Verification Manager contacted the Distributor for your area to make sure that your address is on the list and that you are receiving the publication
Also after reviewing your account, it was noted that when you called to start delivery of the Strib Express, there is no campaign code listed that would trigger the sending of the $Restaurant.com certificateWe contacted the Marketing Director and forwarded your account information to them, so our fulfillment group will send you an email with the electronic certificate and instructions to use it
Again, we are sorry for any miscommunication with the gift certificate and need for a campaign code to activate fulfillment
Initial Consumer Rebuttal /* (3000, 9, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your responseI have only received a delivery one time which was on Monday, September 7th (Labor Day) after 2:30pmAs far as campaign code when I originally called, there is nothing indicated on the mailing
Final Business Response /* (4000, 19, 2015/10/05) */
Ms***:
We reviewed your account againThere is a note dated 9/25/that states: "I received my $Restaurant.com coupon a few days ago." There is one note about "Blown paper" on 9/20/15, but no other missed paper complaints since the end of AugustWe will again contact the Distributor to make sure that you receive a Strib ExpressI apologize that this has been such a problem
Final Consumer Response /* (3000, 21, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I guess I have not seen any reason to call your paper each weekThis is obviously a weekly problem and I don't have the time to call every weekI have only received one paper and that was on Labor Day for which it should not have been delivered on that day and it was delivered after 2:pm
I did call the other day and a supervisor called me back, and I explained everything to her and she also was going to check into the problems
The only problem still is receiving the paperI wanted to let you know that I got the certificate
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response given as my personal experience of their lip service is not in fact what actually happens when dealing with them! I had contacted them other times complaining of delivery after cancellationThis was just the first time I filed a Revdex.com complaintOnly time will tell if they can get their subcontractors to continue to not deliver
Star Tribune Acct: # *** Dear Mr***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper subscription and being sent
to collectionsWe apologize that you needed to take this to the Revdex.com for resolution. First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription. We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date. This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers. After reviewing your account, we see that you started a 52-week, Sunday print subscription on 3/8/from a kiosk vendor offer. Your original expire date was 3/6/16. Renewal invoices were sent to you on 1/7/16, 2/21/16, 3/13/16, and a final invoice on 4/30/when service was stopped in our system for non-payment all requesting that you call to stop delivery. It’s also noted that we tried to call you on 3/19/and regarding your account As a one-courtesy, we have written off the past due balance and pulled the account from collectionsAgain, we apologize for any inconvenience that this issue caused you The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction Sincerely, Arden *** Senior Vice President, Circulation
Dear Mr***:
We are in receipt of your complaint regarding the delivery of StribExpress continuing after you stopped it in December We apologize that you needed to take this to the Revdex.com for resolution
Upon reviewing your former StribExpress delivery account, we
see that you stopped on December 27, There are several "failed to stop" complaints on the file and messages sent to the DistributorDigging into the account, we think all these complaints and messages were sent to the wrong DistributorWe immediately contacted the StribExpress Distributor for your area telling him to stop delivering immediately and make no further deliveries to your addressWe also contacted the Verification and Quality Assurance Manger to make sure that the product is not delivered to you again
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, 2015/10/27) */
Dear Mr***:
We are in receipt of your complaint regarding the continued delivery/billing past the expire date and being sent to collectionsWe apologize that you needed to take this to the Revdex.com for resolution
First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscriptionWe provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due dateThis information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers
Upon reviewing your account, we see you started a 52-week Sunday print on 4/6/from a Groupon offer at a low introductory rateWe sent renewal invoices on 3/15/(three weeks prior to the expire date), 4/1915, 5/17/15, and a final invoice on 7/4/15, when deliver was stopped for non-paymentAll clearly indicated that subscriber needed to call to stop delivery (copies provide upon request)We also called and left a voicemail for you on 5/24/regarding your account being past due and did not hear back from you
Thank you for your partial paymentThe balance was written offWe appreciated you trying the Star TribuneAs a one-time courtesy, we would have written off the balance and pulled you from collectionsEnclosed is a $Visa gift card to cover your payment
Your concerns regarding our marketing practices were passed on to the Marketing Department
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, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/02) */
Ms***:
First, I apologize that you needed to take your complaint to the Revdex.com for resolutionI also apologize for the poor delivery you experienced that caused you to stop your subscription recentlyThank you for your
many years as a Star Tribune subscriber
Your past due balance of $has been written offWe did change our policy regarding charging for the Thanksgiving Day paper and bonus days in July However, this was after you had paid for a full year's subscription
We did send out a postcard to all Subscribers who would have been affected by this change in July 2014, that stated:
"Currently, your subscription includes five additional days of delivery per yearThe Thursday editions prior to Presidents Day, Mother's Day, Memorial Day and Labor Day are included in your subscription, as well as our largest and most popular newspaper of the year, the Thanksgiving Day edition
Effective immediately, there will be an additional charge of $each for the Thursday editions prior to Presidents Day, Mother's Day, Memorial Day and Labor Day and $for the Thanksgivng Day editionThese charges will be reflected in your account and may accelerate the expiration date of your subscription
We feel these additional newspapers provide great value and will continue to enhance your subscriptionIf you would prefer to not receive these additional days of delivery, please contact customer service at ***
Thank you for your continued loyal readership."
We understand that you may missed or forgotten this notification
We are sorry for any inconvenience this issue caused youAgain, thank you for the many years as a loyal customer
Sincerely,
***
Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your prompt responseWe wish that it hadn't been necessary to go to the Revdex.comWe tried customer service and were told both on the phone and by mail that we owed $and if we didn't pay it would be sent to collectionsI wish that it could have been resolved by a simple phone callThe cancellation of the $is acceptable but we will find it difficult in the future returning to a company that changes the terms of a subscription after our payment has been received
Thank you
Initial Business Response /* (1000, 5, 2015/12/03) */
Dear Ms***:
We are in receipt of your complaint regarding the continued delivery of a Sunday newspaper after the sample was stopped and numerous calls to stop by youWe apologize that you needed to take this to the RevDex.com for resolution
Upon reviewing your account, we see that a sample Sunday paper was started in late July and stopped in mid-AugustWe also see numerous calls from you starting 11/1/regarding the continued delivery of an unwanted paper
We contacted the Distributor for your area regarding your complaint to the Revdex.comWe emphasized how important it was that the carrier does not deliver any papers to your address and asked for the steps he would take to make sure that you do not receive another paperWe also put your address on the "no samples" list and "no delivery" list
We have taken several steps to make sure you do not receive another unsolicited paper from usAgain, I'm sorry that delivery did not stop immediately per your request, as it was stopped in our system
Sincerely,
Arden ***
Senior Vice President, Circulation
The short explanation for your concerns is outlined in Section of your lease, Entry and WaiverSpecifically the line, “A request for repairs shall be deemed a waiver of notice to enter”However with that said, we do try accommodate entry permission whenever possible and this situation could
have been handled better by all partiesThe first tech who came to service the range was clearly mistaken, however I was not made aware of the issue or your concern until I received this notice from the Revdex.comBecause I was not made aware of those concerns, I did not know it was necessary to get permission to enter for the mailbox issueAgain, a request for repair shall be deemed a waiver of notice to enter, so when the request was received I had no reason to think we did not have permission to enterAlso, whenever we replace a mailbox lock we leave the new key on a counter inside the unit, which should have been explained to you, and if it was not I apologizeI’ll make note of your entry preference, but just to be on the safe side it may be best for you to call in to schedule your requests, or email them to me directly with a note explaining that we do not have permission to enter I can be reached at ###-###-#### or***@buckeyerealestate.com. I truly am sorry for the inconvenience as entry and security issues are something we take very seriouslyI have discussed your concerns with the maintenance techs involved and clarified the ‘entry permission’ protocolI do not expect there to be any issues like this in the futureI’m also available to discuss any concerns or questions you may have moving forward. James LentzMaintenance CoordinatorBuckeye Real Estate
Initial Business Response /* (1000, 7, 2015/06/02) */
Ms***:
First, I'm sorry that you needed to take your complaint to the Revdex.com for resolution
After reviewing your account, we see that you started a 7-day subscription using airline milesYou did not see/hear our
standard delivery and billing continue unless stopped by the customerYou would have seen it on the first renewal invoice sent about three weeks prior to the expire dateIt looks like you did call to stop as soon as you realized the subscription had not stoppedBased on the situation, we have written off the past due balanceWe are sorry for any inconvenience this has caused youThank you for trying the Star Tribune
Sinerely
*** ***
Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 9, 2015/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hi ***,
Thank you for your responseI appreciate your fairness in handling the situation - that is exactly what we were hoping forOne new wrinkle - we got our final notice for the bill yesterday in the mail, and fearing the threat of collections, dropped a check in the mail this morning for the past due amount, just in case this wasn't resolved in timeShould we expect to see that back in the mail/not deposited or after deposit could you send us a check back for the amountSorry for the added inconvenienceHopefully we'll try you out again sometime!
***
Initial Business Response /* (1000, 5, 2015/10/02) */
Ms***:
I'm sorry that you needed to contact the Revdex.com for resolution to your issueThe customer service rep thought she was giving you the correct answer, because the person that made the offer back in January 2015,
failed to enter the code that would have authorized the $Restaurant.com gift certificate
I called Dawn ***, Customer Service Manager, who confirmed that you were eligible, and she immediately sent you an email with the information and codes to redeem the $Restaurant.com certificatePlease look in your email for communication from Dawn ***, Star TribuneShe will also be working with the reps who do these calls to make sure the correct information and code is usedYou are paying the discounted EZPay rateThe regular rate is $for weeks
We are sorry for the miscommunication to you and the mistake by our rep, which resulted in you not receiving your gift card right away
Thank you for being a Star Tribune subscriber
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 you started a 13-week, Sunday print subscription on 3/6/from a call from one of our telemarketing vendors at a special introductory rateRenewal invoices were sent to you on 5/15/(three weeks prior to the expire date), 6/5/16, 7/3/16, and a final invoice on 8/20/when service was stopped in our system for non-payment--all requesting that you call to stop delivery. There is no indication of you calling or contacting us to stop delivery or questioning the final past due bill. Also, there are no calls on your account after receiving notification from the collection agency 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 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, 2015/12/03) */
Dear Mr***:
We are in receipt of your complaint regarding the Washington Post Weekly that you inadvertently subscribed to along with your Star Tribune subscription via your renewal invoiceWe apologize that you needed to take this to
the Revdex.com for resolution
First, the Star Tribune is not trying to sneak through new services but offer additional services--like the Washington Post Weekly or Premium Digital Access or other options we have noted in the past
Let me try to clarify: the renewal invoice specifically itemized the cost of the Star Tribune by itselfIt also itemizes the cost of the Washington Post Sunday supplementFurther, the bill does the math for those subscribers who "opt in" and includes a total for the two productsThe amount paid showing on the payment coupon at the bottom of the bill is left blank so that the subscriber can chose which amount to enter, the full amount with the Washington Post Sunday supplement, or the lower amount for only the Star TribuneAn overwhelming number of subscribers select the lower amount for the Star Tribune onlyIn your case, entering the larger amount was an accident and you did not intend to add the Washington Post supplement to your subscription
When you spoke to the customer service rep they immediately stopped the Washington Post WeeklyThey should also have immediately refunded all monies you had paid towards the supplementThis amount has been credited back to your Star Tribune subscription account, which was originally paid to 1/24/based on the total amount you sent inThe expiration date changed to 1/3/16, when the monies for the Washington Post Weekly were moved to that accountWith the credit, your expire date is now 1/29/
Again, I'm sorry for any misunderstanding of our renewal invoicesThank you for being a long and loyal Star Tribune customer
Sincerely,
Arden ***
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (3000, 7, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This sort of "slamming" of customers for unwanted services is highly dishonestYou know exactly what you are doingIt is a very low business practice
I did not order this service and don't want anything to do with the Washington Post or any other second rate east coast newspaper
You should confirm with all of the customers that you snuck this by that they do in fact know they are paying for the Post and want that newspaper
Final Business Response /* (1000, 11, 2015/12/18) */
Since we receive complaints when customers do not receive the Washington Post Weekly, there are many people who ordered it from other marketing offers and want the productYour opinion and feedback have been shared with the Marketing groupWe have apologized and refunded any monies associated with the product you did not want
Final Consumer Response /* (3000, 13, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They know what they are doingThis is intentional slamming of customersThey want to deal with it on a case by case basis and only when someone notices itThey should solicit all people now getting the Post to assure they really want it
Initial Business Response /* (1000, 5, 2015/07/28) */
Star Tribune Acct: #***
Dear Ms***:
We are in receipt of your complaint to the Revdex.com regarding continued delivery of the newspaper past the subscription end date, continued billing and being sent to collections
We apologize that you needed to take this to the Attorney General's Office
First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscriptionWe provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due dateThis information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, e-mail, and website solicitations for new subscribers
Upon reviewing your account, we see that you have been a subscriber since February During these years, you have used the above described grace period several times without complaining, and you have been stopped for non-payment after the grace period ended as recent as before the most recent stop in JanuaryYour most recent expire date was October 21, Renewal invoices were sent to you on 10/5/14, 11/9/14, 12/7/14, and 1/19/15, when delivery was stopped for non-pay (copies available upon request)You were also called on December 20, regarding you past due bill, and a voicemail was left for youThere are no calls noted on your account to stop delivery, and based on your account history, we would not have assumed that you intended to stop
We have pulled your account from collectionsIt sounds like there was miscommunication and a missed callback on our part, as a one-time courtesy, we wrote off the past due balanceThe 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, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response, we did receive many calls asking if we wanted to renew--several times (at least 4-5) we talked to the sales department and told them we did not want to renew at this time.I did assume your billing and sales departments communicated with each other re: our acct so I ignored the continued invoices as I would ignore a magazine subscription invoice if I had already told the company we did not wish to renewWe enjoy your paper, but not this policy, so now just pick it up on the days we have time to read itI appreciate your response
Mr***, We are as disappointed as you to hear that you did not receive your StribExpress again last Sunday. We contacted the Distributor and Home Delivery Manager again early in the week about the miss. I also did a reminder about making sure that your StrbExpress is
delivered every week and asked for confirmation back that it was delivered this week. I would really appreciate it if you would call Cindy *** at ###-###-#### to confirm delivery this weekend. Thank you and we will get this resolved for you
Initial Business Response /* (1000, 6, 2015/12/03) */
Dear Ms***:
We are in receipt of your complaint regarding the missed Sunday papers in November and no resolution after several calls to our Customer Service CenterWe apologize that you needed to take this to the RevDex.com for resolution
First, thank you for bringing this to our attention and my sincere apologies for the non-service you have received during NovemberThis is unacceptable and not the Premier Service that we want to provide to our customers
Upon reviewing your account, we can see all the calls you made to our customer service number, notes on your account, and messages to the Distributor to make sure you are not missed on SundaysYour missed papers were escalated and the Distributor finally responded on 12/2/15, that there was now a new carrier on the route and they would address check it this coming Sunday to make sure the paper was deliveredWe also followed up with our own direct communication to the Distributor emphasizing how serious this was and your complaint to the Revdex.comI assure you that this will be corrected
We made sure that your account was credited for five missed Sunday papers, but know getting the paper delivered is the most important part of the resolution
Again, I'm sorry this was not resolved immediatelyThank you for being a long and loyal Star Tribune customer
Sincerely,
Arden ***
Senior Vice President, Circulation
Initial Consumer Rebuttal /* (2000, 13, 2016/01/11) */
Mr*** from Star Tribune has taken care of this complaint and my service from the Trib has improved greatlyThank you
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.I hope this resolves the issue as I had made it clear that if I received another paper I would file a complaint which is why I did. Your carrier needs to pay attention to addresses more carefully
Dear Mr***: We are in receipt of your complaint regarding your neighbor’s Sunday newspaper ending up in your yardWe apologize that you needed to take this to the Revdex.com for resolution. Upon review of your address and the subscribing neighbor’s, we see the
notes about the wrong delivery location to your yard and not the neighbor’s paper tube or to their home. The Distributor was contacted immediately and worked with the carrier to understand the correct placementSteve ***, Home Delivery Manager, followed up with you earlier this week to make sure that the issue was resolved and the paper delivered correctly. You confirmed that it was not on your property October 23rd The Distributor and carrier understand how important it is to delivery correctly Again, our sincere apologies for the inconvenience you experienced and the time needed to resolve this request. Thank you for bringing this to our attention. Sincerely, Arden *** Senior Vice President, Circulation
I am rejecting this response because: The letter is addressed to a Ms***. My name is *** ***. Not sure if this is really for me or not. I still want to know how I can see if the credit was actually applied to my account
I am rejecting this response because: We did not receive our paper last Sunday 27th nor did we receive it again today (3rd)We did not notify Startribune last week due to busy week and simply forgotHowever, we did notify them today that both last week and this week we did not get the paperThis issue is still not resolvedI really do not understand, it should not be that difficult to make sure we have a paper if our name is in deed on the paperworkEither our number is not on the paperwork or Startribune may need to have a further discussion with their contracted delivery driver
Our office received the complaint about the noise from the upstairs unit at the end of November and dispatched a maintenance team member to investigate the issueOur maintenance technician suggested removing the carpet from the upstairs unit and securing the floorboards, a plan that was approved
We attempted to schedule the repair with the upstairs neighbors, but they were not cooperative in the scheduling process so we scheduled on our own and entered to complete the repairOur maintenance technician took up the carpet, repaired/replaced loose floorboards, and then re-stretched and reinstalled the carpet throughout the living room areaUnfortunately, this did not completely eliminate the problem and we received another complaint about the noise. The property manager and maintenance supervisor inspected the units to see if anything further could be done. The bottom line is: this building was constructed in the mid sixties and met all building and structural codes at that time. That being said, there is a certain amount of noise that is bound to happen between units and we cannot eradicate all of it. At this time, we feel that we have done our due diligence in trying to find a feasible solution and executing that plan in an attempt to remedy the issueWe are not willing to offer a rent reduction
Initial Business Response /* (1000, 7, 2015/09/22) */
Ms***:
First, we are sorry that you needed to take your complaint to the Revdex.com
Second we are sorry that your Strib Express publication did not start right away
After reviewing your account, we see there are no
missed complaints since you contacted the Revdex.comWe hope that means that you are now receiving the Strib ExpressThe Verification Manager contacted the Distributor for your area to make sure that your address is on the list and that you are receiving the publication
Also after reviewing your account, it was noted that when you called to start delivery of the Strib Express, there is no campaign code listed that would trigger the sending of the $Restaurant.com certificateWe contacted the Marketing Director and forwarded your account information to them, so our fulfillment group will send you an email with the electronic certificate and instructions to use it
Again, we are sorry for any miscommunication with the gift certificate and need for a campaign code to activate fulfillment
Initial Consumer Rebuttal /* (3000, 9, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your responseI have only received a delivery one time which was on Monday, September 7th (Labor Day) after 2:30pmAs far as campaign code when I originally called, there is nothing indicated on the mailing
Final Business Response /* (4000, 19, 2015/10/05) */
Ms***:
We reviewed your account againThere is a note dated 9/25/that states: "I received my $Restaurant.com coupon a few days ago." There is one note about "Blown paper" on 9/20/15, but no other missed paper complaints since the end of AugustWe will again contact the Distributor to make sure that you receive a Strib ExpressI apologize that this has been such a problem
Final Consumer Response /* (3000, 21, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I guess I have not seen any reason to call your paper each weekThis is obviously a weekly problem and I don't have the time to call every weekI have only received one paper and that was on Labor Day for which it should not have been delivered on that day and it was delivered after 2:pm
I did call the other day and a supervisor called me back, and I explained everything to her and she also was going to check into the problems
The only problem still is receiving the paperI wanted to let you know that I got the certificate
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response given as my personal experience of their lip service is not in fact what actually happens when dealing with them! I had contacted them other times complaining of delivery after cancellationThis was just the first time I filed a Revdex.com complaintOnly time will tell if they can get their subcontractors to continue to not deliver
Star Tribune Acct: # *** Dear Mr***: We are in receipt of your complaint regarding the continued delivery and billing past the expire date of your newspaper subscription and being sent
to collectionsWe apologize that you needed to take this to the Revdex.com for resolution. First, it is important you understand all Star Tribune invoices advise that service and billing do not automatically stop at the end of the subscription term and that the subscriber should contact the Star Tribune if they wish to stop their subscription. We provide this grace period as a courtesy to our subscribers to prevent an unnecessary interruption in their delivery should their payment be sent after the due date. This information is also noted on all marketing communications including but not limited to direct mail, kiosk sales forms, and website solicitations for new subscribers. After reviewing your account, we see that you started a 52-week, Sunday print subscription on 3/8/from a kiosk vendor offer. Your original expire date was 3/6/16. Renewal invoices were sent to you on 1/7/16, 2/21/16, 3/13/16, and a final invoice on 4/30/when service was stopped in our system for non-payment all requesting that you call to stop delivery. It’s also noted that we tried to call you on 3/19/and regarding your account As a one-courtesy, we have written off the past due balance and pulled the account from collectionsAgain, we apologize for any inconvenience that this issue caused you The Star Tribune does not report past due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about your credit rating on this transaction Sincerely, Arden *** Senior Vice President, Circulation