The Arizona Republic

This letter is in response your email concerning [redacted] (complaint ID# [redacted]).  Please accept our sincerest...

apologies for the inconveniences and frustrations Mr. [redacted] experienced with his newspaper subscription.
 
We truly regret that newspaper deliveries continued during his recent vacation stop request.  The manager in charge of delivery in his area has been notified of the issue, and Mr. [redacted] account has been credited for two weeks.  We have also offered Mr. [redacted] a discounted rate for the next six months. 
 
Mary Y[redacted], Customer Support Specialist, sent an email to Mr. [redacted] on 10/6/16 informing him of this resolution, however she is still awaiting a response.  If there are further questions or concerns regarding this complaint, please feel free to contact Mary directly at [redacted] or my[redacted]@repupublicmedia.com.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

This letter is in response to your complaint regarding the two charges to your credit card after cancelling your subscription account.  Please accept our sincerest apologies for the inconveniences and frustrations we have caused to you.  [redacted], Customer Support Specialist, contacted...

our Finance department to research these two payments.  Finance found that both payments were made on our website, www.[redacted].com.  The first payment was $30.00 and was made on 03/28/2014.  When this payment was received, an account was opened with this payment to receive 7-day home delivery.  Delivery continued through 04/03/2014 when Customer Service received a call to cancel.  The account then cancelled with a refund of $27.58 plus tax.  The second payment was also $30.00 and was made on 09/27/2014.  When this payment was received, an account was opened for 7-day home delivery and delivery continued through 09/30/2014 when Customer Service received a call to cancel.  The account then cancelled with a refund of $24.01 plus tax.[redacted] contacted Mr. [redacted] by email and received a response from him notifying us his wife was going to check with their bank about this.  [redacted] sent a follow up email to see if anything else was needed and she has not gotten a response.If there are further questions or concerns, please feel free to contact [redacted] directly at ###-###-####.

This letter is in response to your letter concerning Ms. [redacted], Complaint ID#: [redacted].  Please accept our sincerest apologies for the inconveniences and frustrations that Ms. [redacted] has experienced.  [redacted], Circulation Support Specialist, called Ms. [redacted]...

to address the issue regarding repetitive calls about past due payments.  Ms. [redacted] did not want to discuss why these calls continued to be an issue and she only wanted the calls to stop and to cancel her account.  [redacted] confirmed Ms. [redacted] request that she not be contacted with more calls, emails or letters and that she wanted to discontinue her subscription immediately. The account has been cancelled with no balance due per requested by Ms. [redacted].  All information has been placed on our Do Not Contact Registry so that Ms. [redacted] will not be contacted again. Ms. [redacted] is satisfied with the cancellation with the assurance that she would no longer receive calls.

This letter is in response to your letter concerning Mr. [redacted]. [redacted], Complaint ID#: [redacted].  Please accept our sincerest apologies for the inconveniences and frustrations that Mr.[redacted] has experienced.  [redacted], Circulation Support Specialist, contacted...

Mr. [redacted] after researching and located recordings of Mr. [redacted] initial call on February 18, 2015.   Mary [redacted] removed any and all balance due from February 18, 2015 through to 5/15/2015 when the subscription actually  cancelled.  After clearing all balances [redacted] called and spoke with Mr. [redacted] to apologize and let him know that his account balance was cleared and no balance would be due. Mr. [redacted] is satisfied with the measures taken to resolve this issue.

Hi Alexandria, Just wanted to provide an update that I am now receiving feedback from Gannett Local that they are working on a refund for their customer.  I will be sure to provide you with the final resolution.  I apologize on their behalf for their delay in responding to this complaint.  

 

Thanks,

 

[redacted] | Administrative Assistant - Distribution

GANNETT Publishing Services

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I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

This letter is in response to your email concerning [redacted]complaint ID# [redacted]  Please accept our sincerest apologies for the inconveniences and frustrations Ms....

[redacted] experienced with customer service.   Mary Y[redacted] Customer Support Specialist, spoke with Ms. [redacted] on 12/30/2015 regarding her complaint.   We regret that there was an issue with Ms. [redacted] original request to cancel and refund the last payment made.  Mary issued to Ms. Hamilton the refund of $18.43 as the payment was on automatic payment and was withdrawn after the request for cancellation.  The account has been closed and all banking information was removed at the time of cancellation.  Ms. [redacted] is satisfied with this resolution, and was advised to contact Mary directly at ([redacted]f she is in need of further assistance.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have been a loyal home delivery subscriber of the Arizona Republic newspaper for 16 years. On May 17th, I cancelled my credit card because of an unauthorized purchase. The AZR could not process my monthly subscription automatic payment on the 18th. I went into the AZR website on the 20th and updated my account with my new credit card information. I received an email from the AZR on the 25th stating they could not process my automatic payment and to please call them. I called in on May 26th, spoke to James, a subscription supervisor, and explained the situation. He assured me that since I was a long time subscriber, I would continue to receive my paper. He reviewed my account and verified my new credit card information. Then he said, “I see you have a history of not paying your subscription”! I said I have always paid. He said my payment was not made in Aug. 2015. I disagreed, but said if you send me an invoice I’ll pay it. He said he would. He never sent me an invoice. Then I started getting calls and more letters saying I needed to contact the AZR about my subscription. I called in again on June 3rd and spoke to Daniel, a customer service manager. We went over the recent conversations and again I was reassured that since I was a long term subscriber, I would continue to receive my paper.

On June 14th my paper deliver stopped. I called in and asked to speak to the Circulation Manager. I was transferred to a customer service representative and I told her that I didn’t want to speak to a representative or a supervisor since I had previously spoken to 2 supervisors who did nothing they promised and I wanted only to speak to the Circulation Manager. I was then transferred to Diego who was extremely rude and in a condescending tone refused to tell me the Circulation Manager’s name or transfer me to him. Diego said I was only allowed to talk to him. I became very upset and used bad language. I called in later again and asked to speak to the Circulation Manager. I was transferred to Kaitlin (sp?) who was also rude and refused to tell me the Circulation Manager’s name or transfer me to him. Once again, I became very upset and used bad language.

On June 15th, I received a call from the AZR subscription dept. and spoke with a woman (name?) who told me that she had heard that I had experienced a problem with customer service and that she could re-activate my subscription. She was very nice. I told her that I would not renew my account until I talked to the Circulation Manager personally. She said she would contact him on my behalf but said she doubted that he would contact me. She said his name was Stephen (S[redacted]?). THE CIRCULATION MANAGER HAS NEVER CALLED. Which proves that the AZR doesn’t care about their loyal subscribers.

I’ve paid the AZR over $4,800 in subscription fees and they don’t even have the professional courtesy or care enough to talk to me in person. The AZR continuously pays money for advertising subscription deals to get new subscribers. The printed newspaper/delivery business is drying. No wonder. They could have had continued my business for price of a free phone call. Their Circulation Manager doesn’t belong in a position of responsibility that includes customer service.

I’M DONE DEALING WITH THE ARIZONA REPUBLIC.

This letter is in response to your email concerning [redacted] (complaint ID#[redacted]).  Please accept our sincerest apologies for the inconveniences and frustrations we have caused Mr. [redacted] with the issue of a balance due on his account.A subscription was started on 1/29/14...

through a Discounted Newspapers airline mileage program, and paid through 4/28/14. The $14.72 balance was for newspapers delivered from 4/29/14-6/2/14 as part of our grace period policy.  This policy allows customers uninterrupted service when payments do not reach us prior to their due date.  We regret that there was a problem cancelling via telephone call and email to our Customer Service department.  There is no record of request to cancel to Customer Service by telephone or email. We truly regret that our grace period policy has caused further aggravation to Mr. Whitmer.  We have verified that the $14.72 balance on his account has been cleared, and he owes nothing to The Arizona Republic. Additionally, his contact information has been added to our internal Do Note Contact databases. [redacted], Customer Support Specialist, sent an email to Mr. [redacted] on 6/2/14 to inform him of this resolution, and an apology letter was issued to him confirming that the balance has been removed.Sincerely, [redacted]Administrative Assistant [redacted]

This letter is in response to your email concerning [redacted] (complaint ID [redacted]). Please accept our sincerest apologies for the inconveniences andfrustrations we have caused Mr. [redacted] with the unwanted deliveries of free YES Sunday product.  We regret that a delay in action...

occurred concerning these deliveries.   [redacted], Customer Support Specialist, sent an email to Mr. [redacted] on 9/3/2014, regarding this issue.  Our system was updated to reflect no delivery to Mr. [redacted] address.  The District Manager in charge of delivery in his neighborhood was notified to ensure that delivery stops and to perform service checks to confirm that delivery ceases.  If there are further questions or concerns, please feel free to contact [redacted] directly at ###-###-####.Sincerely, [redacted]Administrative AssistantGannett Publishing Services

The Revdex.com4428 N. 12th StreetPhoenix, AZ 85014This letter is in response to your email concerning [redacted] (complaint ID [redacted]).  Please accept our sincerest apologies for the inconveniences and frustrations we have caused Ms. [redacted] with the poor...

customer service she received. Ms. [redacted] signed up online on 2/23/2014 for a Wednesday/Sunday $12.00 plus tax per month Easy Pay offer to begin on 2/26/2014.  She opted to receive the freeprevious Sunday paper, which would have been the 2/23/2014 edition.  The first payment was $12.85 on 2/23/2014.  Ms. [redacted] received her first paper, but not the previous Sunday. She called the call center on 2/26/2014 to notify us that she did not receive it.  Errors were made when entering the redelivery requests, causing the wrong edition to be delivered.  These errors are under review by management and are being addressed, as well as the poor handling of Ms. [redacted] next callto the call center on 3/1/2014.We value Ms. Jennings's readership and truly regret the mistakes that were made with her subscription.  Her account has been credited for two free weeks of delivery for the frustrations we have caused.   Kevin Serrano, the District Manager in charge of her delivery, left a message for Ms. [redacted] on 3/14/2014.  The Sunday paper from 2/23/2014 was deliveredearlier in the week, and delivery service is being monitored to ensure her Wednesday and Sunday delivery is occurring as it should be.   [redacted], Customer Support Specialist, began an email correspondence to Ms. [redacted] on 3/6/14, to apologize and inform her ofthis resolution.   If there are further questions regarding this complaint, please contact [redacted] directly at (602) 444-1861.Sincerely, Katie JonesAdministrative Assistant Gannett Publishing Services

I have asked The Arizona Republic to not call me at home, I do not want their newspaper. I am on the Do Not Call List but constantly I am being called by their people trying to sell me a newspaper which I have no interest. How do you make them stop calling?

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

This letter is in response to your complaint regarding a request for a refund of $3.70.  Please accept our sincerest apologies for the inconveniences and frustrations we have caused to you.  [redacted], Customer Support Specialist, processed the requested $3.70 refund on Wednesday,...

October 29, 2014.  Mr. [redacted] should receive this refund in 7-10 business days and it was issued as a check from[redacted].  [redacted] called and spoke briefly with Mrs. [redacted] to inform them of the refund being issued. 

If there are any further questions or concerns, please feel free to contact [redacted] at ###-###-####.

The Revdex.com[redacted]

[redacted]This letter is in response to your email concerning [redacted] (complaint ID# [redacted]).  Please accept our sincerest apologies for the inconveniencesand frustrations we have caused [redacted]  with the...

subscription issues she has experienced.  [redacted], Customer Support Specialist, left a voicemail message for [redacted] on 3/25/2014 to follow up with her regarding her account.   A refundof $184.27 was requested for her.  She should mreceive a check from [redacted] in 7-10 business days address to his [redacted].   If she is in need of further assistance regarding this complaint, please contact [redacted] directly at [redacted].   Sincerely, [redacted]Administrative Assistant[redacted]

Mr. [redacted] is a previous employee and asked to be removed from receiving a subscription.  On the day of separation from the company, Mr. [redacted]'s known information was removed from all points of contact.  I added the following information to be removed from our systems and placed on our...

internal do not call registry.  Email address in question [redacted]) and [redacted]) Also included was to have direct mail removed from solicitation from his delivery address [redacted], and phone number on file [redacted].  Above information was also sent to our IT department to validate information in question was removed.  Can we please have any future questions sent to [redacted] in our HR Department.  Thank you for your time, [redacted], Customer Support Manager.

This letter is in response to your letter concerning Mr. [redacted], Complaint #[redacted].  Please accept our sincerest apologies for the inconveniences and frustrations that Mr. [redacted] experienced.Mr. [redacted] started a 3 for 1 promotional subscription...

on 9/28/2014 to be paid through to 12/27/2014 and  was placed on a 5th of the month Easy Pay draw.  1 payment was made at that time for $28.27 (included tax).  The main contention was the monthly auto payment occurred earlier than the end of the 3 for 1 promotion and that the original call regarding this issue was an agent's promise to refund back  to the subscribers credit car;, 1 free month; and, another promotional 3 for 1 offer. Instead of the refund going to the Credit Card on account it was refunded as a check and was charged twice more.[redacted] Circulation Support Specialist, has followed up with [redacted] by phone. The subscriber requested all of January and February payments be refunded in full as they were promised a free month plus a 2nd 3 for 1 without another payment being drawn from the credit card on account. A partial refund for February's payment was refunded upon cancellation on 2/11/2015 has been processed.  A refund for the remaining balance from February and January has been requested.  These actions resolve the complaint to the satisfaction of [redacted].  [redacted] is happy with this resolution.

This letter is in response to your email concerning [redacted] (complaint ID# [redacted]).  Please accept our sincerest apologies for the inconveniences and frustrations we have caused Ms. [redacted] with the poor customer service she experienced with her newspaper subscription.[redacted]...

[redacted], Consumer Solutions Center Supervisor, spoke with Ms. [redacted] on 9/24/2014 regarding her experience. The manner in which her calls were handled is being addressed. Additionally,any previous balance owed has been waived, and we appreciate that Ms. [redacted] has decided to resume Wednesday/Sunday service on our 3 for 1 Easy Pay offer.  An apology letter has been issued, and Ms. [redacted] has [redacted] direct number if there are further questions or concerns regarding this complaint.