The Arizona Republic

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,

The Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014

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 subscription issues he has experienced.  

[redacted], Customer Support Specialist, left a voicemail message for Mr. [redacted] on 1/2/2014 regarding his refund. He will receive a refund check $7.30 in 7-10 business days.   If further assistance with his subscription is needed, please contact [redacted] directly at ###-###-####.

Sincerely,

Administrative Assistant

Gannett Publishing Services

This letter is in response to your letter concerning Ms. [redacted], Complaint # 11307801.  Please accept our sincerest...

apologies for the inconveniences and frustrations that Ms. [redacted] experienced with her service and cancellation of her subscription. Mary Y[redacted], Customer Support Specialist researched the history on her account and was able to credit and clear the $9.43 that was on her account.   The balance was cleared and Ms. [redacted] should not receive any further communication from our collections department. Mary Y[redacted] has also placed Ms. [redacted] on the Do Not Contact Registry so that we do not contact her for any matter in the future.  Per requested, Mary Y[redacted] has sent Ms. [redacted] a letter through Ms. [redacted]’s email and through United States Postal Service confirming that the balance has been cleared.  In the event Ms. [redacted] has further questions or concerns Mary Y[redacted] has provided her with her phone number [redacted] and email [redacted]

This is a rejection because I do know if I would be able to comment if I submitted an acceptance and because I won't know if the problem is resolved for several weeks as the Yes! circular is only delivered on an irregular basis.
This issue was brought to the attention of the Arizona Republic many weeks ago.  Multiple emails were sent to the company to resolve the issue.  I only received one personal response.  The rest of the responses were computer generated.  None of my complaints seemed to resolve the problem.  I am not surprised that it took a complaint to Revdex.com to get some kind of, possibly, meaningful personal response. In fact, I was very surprised to see a personal response in my email this morning.  Now I understand why it was received.  It should have not taken this long to, possibly, resolve an issue as simple as this.
With regard to the voice mail issue.  My voice mail is setup with a generic response.  Voice mails are left on a regular basis.  In any case, in situation like this, an email is much preferred as it provides me with concrete and verifiable documentatation.
I will accept the resolution after I am satisfied the Yes! circular is no longer being delivered to my property.
 
If the delivery is permanently stopped I will accept the resolution.

This

letter is in response to your letter concerning Mr. Chris

V[redacted],

Complaint #[redacted].  Please accept our

sincerest apologies for the inconveniences and frustrations that Mr. V[redacted] experienced.Mary

Y[redacted], Circulation Support Specialist, reviewed the history of...

the

account.  It was determined that Mr.

V[redacted] requested his account be cancelled immediately and the most recent

payment for the monthly digital subscription refunded.Mary

Y[redacted] has refunded the payment in the amount of $10.80 (this was the

subscription rate plus tax) to the credit card on the account and should reflect as

a credit within 5 business days.  The account has been cancelled and no

further payments will be processed.  The

requests Mr. V[redacted] made have been honored and satisfied at this time.  An email was sent

to him on 11/13/2015 to inform him of the 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 Mr. [redacted] with the repetitive telephone calls that he has received.  We regret that this was not...

completed on his first request.  We have removed his telephone number provided in the complaint from all customer databases, so communications should cease immediately.  If there are any further concerns regarding this complaint please contact [redacted], Customer Support Specialist, directly at ###-###-####.   Sincerely, [redacted]Administrative Assistant Gannett Publishing Services

This is in response to your letter concerning [redacted] (complaint #[redacted]).  Please accept our sincerest apologies for the continued...

frustrations that Mr. [redacted] experienced with unwanted mailers.
 
Mary Y[redacted], Circulation Support Specialist, verified that his email and mailing addresses, in addition to his phone number, have been added to our Do Not Contact registries, and he should receive no further contact from The Arizona Republic. 
 
If there are any further questions or concerns regarding this issue, please contact Mary Y[redacted] directly at 602-444-1938 or [redacted]
 
Sincerely,
 
The Arizona Republic
Consumer Solution Center

[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,

The Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014

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].

We truly regret that the terms of the subscription were not verbally explained correctly to Ms. [redacted].  This issue is in the process of being addressed with the vendor, and we will continue stressing the need for solid quality standards with all of our vendors.

[redacted], Customer Support Specialist, spoke with Ms. [redacted] on January 27, 2014.  A $24 refund was processed back to Ms. [redacted]’s credit card, and we will honor a three month subscription due to the aggravation we have caused her. Her account is set to cancel on April 20, 2014.

Sincerely,

Administrative Assistant

Gannett Publishing Services

This letter is in response to your email concerning [redacted].  Please accept our sincerest apologies for the inconveniences and frustrations we have caused Ms. [redacted] withthe delivery service issues she has experienced. [redacted], Distribution Director, spoke with Ms. [redacted]...

on March 10, 2015, regarding the late delivery issues.  She is working with the District Managerin charge of the delivery route to ensure consistency of the delivery time.  [redacted] also provided her direct number in case Ms. [redacted] has any future delivery issues.Ms. [redacted]’s account has been credited for one month for the frustrations we have caused, and her delivery will continue to be monitored.  If you have any furtherquestions or concerns about this complaint, please feel free to contact [redacted] directly at ###-###-####.Sincerely, [redacted]Administrative AssistantGannett Publishing Services

This letter is in response to your email concerning [redacted] *. [redacted] (complaint ID#[redacted]).  Please accept our sincerest apologies for the inconveniences and frustrations Ms. [redacted] experienced with cancellation and subsequent billing for her...

newspaper subscription.   [redacted], Customer Support Specialist, was able to speak with Ms. [redacted] briefly on 08/20/2015; however, Ms. [redacted] requested that [redacted] call her the next day as Ms. [redacted] was unable to take the time to talk at that time.  [redacted] called as was requested on 8/21/2015 before 3:00 p.m. and left a detailed message.  Since [redacted] did not receive a return call she sent a detailed email regarding this matter.  [redacted] has included in an email to Ms. [redacted] a short spreadsheet reflecting the payment history and a letter of apology.  Per the requested settlement requested by Ms. [redacted] and her husband any unauthorized charges and balance due has be cleared from their account.  All services and future charges have been stopped as the account was already inactivated. [redacted] provided her email and telephone number ###-###-#### in the event Ms. [redacted] required any further assistance.

This letter is in response to your email concerning Hope Wilkinson (complaint ID# [redacted]).  Please accept our sincerestapologies for the inconveniences and frustrations [redacted] experienced with her subscription.   [redacted], Customer Support Specialist, spoke...

with [redacted] on 8/14/2014 regarding her complaint.   [redacted] started a 3 for 1 Wednesday/Sunday subscription on 4/23/2014 through a direct mail offer, and sent a check payment of $12.00 with the order. This subscription order was effective through 7/22/2014.  On 7/2/2014 a payment of $10.78 was charged to her checking account, which was to cover the remainder of the initial check payment (because tax was not included) and the time periodafter the promotion ended on 7/22/2014 to 8/5/2014 when the next monthly charge would be deducted.  When the $10.78 payment was deducted, she calledinbound and spoke to a representative who offered her another 3 for 1 promotion and applied an additional payment of $2.03 on 7/12/2014 to fully cover the$12.00 plus tax.  We regret at this time an error was made on her account, which caused another payment to be charged of $4.62 on 8/2/2014 to pay for the subscriptionuntil 9/5/2014.  When this was charged, she called again and requested that be refunded.  A credit was applied to the account, but refund was not issued.  On 8/14/2014, a refund for $4.62 was requested, which [redacted] should receive a check from [redacted]. in 7-10 business days. She is owed the second 3 for 1 Wednesday/Sunday subscription, so her account was credited to extend her subscription through 10/22/2014, and the account is set to stop after that.  If she isin need of further assistance regarding her subscription or wishes to continue her subscription after 10/22/14, please contact [redacted] directly at [redacted].     Sincerely, [redacted]Administrative AssistantGannett Publishing Service

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

 I agree with all actions taken except, there was never a Sunday paper from 02/23/14 delivered to my home.  I received a Friday paper in edition to my normal subscription days but I never received the Sunday paper I requested.  I am exhausted with this and do not desire to have that Sunday paper any longer and I believe I conveyed this in my correspondence with [redacted].

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

subscription issues he has experienced.   [redacted], Customer Support Specialist, contacted Mr. [redacted] on 3/19/2014 via phone and email regarding his refund.  Mr. [redacted] said he filled out a form in November 2011 on [redacted] to cancel his account because he was moving out of state.  A search of customer service emails from that time period with the email address he provided was unable to locate any emails from him.  Mr. [redacted] was charged on[redacted] every month after through January 2014.  The only call recorded on his account is on 3/14/2014, which is when he called in to cancel his account.  At that time, the inbound representative advised him he had a past due balance of $36.54, which he paid.We regret the aggravation Mr. [redacted] experienced with his subscription.  A full refund of $86.87 was requested for him.  He should receive a check from [redacted]. in 7-10 business days at his New York address. Mr. [redacted] confirmed via email that he is satisfied with this resolution.  If he is in need of further assistance regarding this complaint, please contact Sara directly at ###-###-####.  Sincerely, [redacted]Administrative AssistantGannett Publishing Service

Every month there is "balance forward" item and additional charge on my monthly bill. I have called several time and last month I was told this charge was an "error" and it was removed. This month, the charge appeared again and after a long wait I spoke with a supervisor. the explanation is that they use a 28 day billing cycle. The extra charge was for deliveries for the extra days. However, my bill clearly states that the charge is for "full access with Mon--Sun from 11/04/2016-12/03/2016" for example. That is for a full month--not 28 days. That means the stated monthly charge is increased every month and is not the real charge. The supervisor kept restating they use a 28 day cycle and that the period on the bill is not relevant. I complained that the the paper bill I received does not reflect how they are actually charging,that it was not honest or transparent--to no effect at all. The fact that they reversed the charge so easily last month, and have done so for others cited in other reviews on this website, indicate they know they have a problem and are trying to keep customers happy.

Their billing practice is opaque, hidden, dishonest, and a scam.

[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,

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 her newspaper subscription.Stephen S[redacted], Consumer Solutions Performance...

Manager, attempted to call Ms. [redacted] this week, and left a voicemail, regarding her calls to the Customer Service Center. Ms. [redacted] has not contacted him yet, so we wish to inform customer and the Revdex.com of the resolution to date. The field distribution office confirmed that the last three complete Sunday Arizona Republic newspapers were delivered on 7/7/2015, which would include 6/21/2015, 6/28/2015, and 7/5/2015. These the deliveries were at no cost to Ms. [redacted].  Her calls to the Customer Service Center were evaluated, and her request on 6/18/2015 to cancel her subscription were honored. At that time, due to her interest in receiving fliers and coupons, her account was switched to receive the free Sunday Yes product.  Regrettably, delivery of the free Sunday YES product did not start on 6/21/2015.  At this time, her account is currently stopped and it has been determined that supervisor Diego handled the call from Ms. [redacted] professionally to the best of his ability.  If there are further questions or concerns regarding this complaint, please feel free to contact Stephen directly at [redacted]  

Sincerely, Katie J[redacted]Administrative AssistantGannett Publishing Services

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

the account.  It was determined that the amount Ms. [redacted] requested for $12.86 would be refunded.  [redacted] has requested the refund be forwarded to Ms. [redacted].  Since all information, including the credit card that was on account was removed, the refund will be sent by check to Ms. [redacted].  All information has been placed on the Internal Do Not Contact List and any other information has been removed. Ms. [redacted] should not receive any further communication, ads, promotions or correspondence of any kind in the future.All of Ms. [redacted]'s requests have been honored.

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] experienced.[redacted], Circulation Support Specialist, has followed up with...

Ms. [redacted] by telephone.  After careful research it was determined that her account would be given a credit for several months and she was also offered the same special promotional rate as she previously received for one more year.  This offer was accepted by Ms. [redacted] and payment was made.  Ms. [redacted] is satisfied with the offer and the [redacted] complaint has been positively resolved.

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 poor customer service that he experienced with his newspaper...

subscription.[redacted], Customer Support Specialist, researched the credit issue thoroughly and has attempted to contact Mr. [redacted] by the phone and email with no reply.   The email sent by [redacted] apologized for the issues and explained that he had been refunded a check issued on 6/18/2015 for $2.77.  Due to the length of time it has taken to resolve this issue [redacted] also credited his account for another two full weeks of delivery and provided her direct line for assistance.  If there are further questions or concerns regarding this complaint, please feel free to contact [redacted] directly at ###-###-####. Sincerely, [redacted]Administrative AssistantGannett Publishing Services