The Arizona Republic

Review: Every time I sign up for a subscription for the Arizona Republic to be delivered to my home, the company bills me for more than the agreed upon price. Once you sign up with them and give them either your bank account or credit card information, they bill you whenever they want to and for whatever amount they want to. Now, as of the conversation I had with Customer Service today (8-12-14) they don't give refunds, but a credit to your account. I pay in advance, but they want to charge my account as if I were paying monthly instead of for the entire subscription in advance. I keep trying to work with this company because it is cheaper to get home delivery than it is to go out and buy papers, and I have to get the paper if I want to get Sunday coupons. I have to make several phone calls every time I renew a subscription term because they try to charge me too much.Desired Settlement: I just want the agreed upon price to be charged to my card or checking account, and once the term of the subscription is up (for example, 3 months), then the Arizona Republic should have to notify you and get permission before they charge your card or account again. If they charge me too much, I want a refund, not a credit to my account. If they take my money, they should have to give it back.

Business

Response:

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

Consumer

Response:

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,

Review: The Arizona Republic manages delivery of the YES Essential Shopper. They continue to deliver the YES Essential Shopper to my address in spite of 4 online requests and 3 phone requests, both over a 2-3 month period, to stop delivery. Given the time over which the requests have been made, it is not an issue of giving them enough time. I do not want the advertising circular and they should respond. Besides having to pick the paper up every Sunday, it also puts in question the security of my property when I am unable to pick the paper up as it makes it look as if no one is home.Desired Settlement: I would like the delivery of the YES Essential Shopper stopped.

Business

Response:

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 unwanted deliveries of free YES Sunday product. We regret that a delay in action occurred concerning these deliveries. His address is set in our system to never deliver the free YES Sunday product. [redacted], the Distribution Director in charge of delivery in his neighborhood, has been notified to stop delivery immediately and perform service checks to confirm that delivery ceases. She left a message for him on 4/1/2015 to let him know that she will ensure that this delivery ceases. If there are any further concerns regarding this complaint, please contact [redacted] directly at ###-###-####.Sincerely, [redacted]Administrative AssistantGannett Publishing Services

Consumer

Response:

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.

On March 27, I filed a complaint against the Arizona Republic. The complaint was that the AZ Republic continued to deliver the YES Essential Shopper advertising circular to my address in spite of numerous online and phone attempts to get them to stop delivery. I am not interested in the advertising provided and I am also concerned for the safety of my property if I am not there to pick it up since it makes it look like no one is home. The desired outcome was that they stop delivery of that advertising circular. On April 1, there was a response from the AZ Republic apologizing for the inconveniences and frustrations and that the Distribution Director, [redacted], was notified to stop delivery and to perform service checks to confirm that delivery ceases. Also on April 1, [redacted] left a message for me indicating that she would talk to the carrier and would double check to ensure the delivery stopped. Based on those indications, I felt this was a reasonable solution and accepted it via the website prompts, a bit confused by the options available and not knowing that action would close the complaint without the ability for recourse if the delivery continued. On Sunday, April 5, the YES Essential Shopper was again delivered to my address. I placed a call to [redacted] on Monday, April 6 and she has not responded to my call. I do not consider the original complaint resolved and would appreciate it if this case would be reopened. My inclination would be to wait at least 4 weeks after the first stop delivery to ensure the correction is in fact in place.

Regards,

Business

Response:

This letter is in response to your second email concerning [redacted] (complaint ID [redacted]). Please accept our sincerest apologies that he received the free YES Sunday product last Sunday. We have notified the carrier again that these deliveries must stop, and will perform service checks. If there are any further concerns regarding this complaint, please contact [redacted] directly at ###-###-####. Sincerely, [redacted]Administrative AssistantGannett Publishing Services

Review: I had initially complained with the Revdex.com about this same business. I was anonymous when I filed, but because of my complaint. This company has then since gained my name associated to my address and also now my email address. I have requested that this company NOT solicit me and remove me from all contact since I was receiving their JUNK/SPAM "Yes" papers at my home. NOW since then I have been getting mail from this company. They will NOT STOP harassing me! I have notoriously have requested that they STOP contacting by all means and I have just again received mail today Friday, October 3rd.Desired Settlement: I had initially complained with the Revdex.com about this same business. I was anonymous when I filed, but because of my complaint. This company has then since gained my name associated to my address and also now my email address. I have requested that this company NOT solicit me and remove me from all contact since I was receiving their JUNK/SPAM "Yes" papers at my home. NOW since then I have been getting mail from this company. They will NOT STOP harassing me! I have notoriously have requested that they STOP contacting by all means and I have just again received mail today Friday, October 3rd.

Revdex.com please advise what I should do to escalate this issue. Arizona Republic refuses to end contact and I have never signed up or had any interest in their product or company. They have harassed me for too long and I am willing to seek legal aid and law officials in ending them with making contact with me.

Thank you.

Business

Response:

This letter is in response to your email concerning unwanted mail that [redacted] received from The Arizona Republic (complaint ID [redacted]). Please accept our sincerest apologies for the inconveniences and frustrations we have caused Ms. [redacted]. We have verified that all of Ms. [redacted]’s contact information has already been registered in our [redacted] registry. Her address is set to never receive mail delivery and direct mail as well. All correspondence and contact will stop within a few weeks. Additionally, the District Manager in charge of delivery in her neighborhood has verified that delivery of the Sunday YES product has stopped.

If there are further questions or concerns regarding this complaint, please feel free to contact [redacted], Customer Support Specialist, directly at ([redacted].

Sincerely,

Administrative Assistant

Gannett Publishing Services

Consumer

Response:

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.

l do not agree with your response that it will take up to a few weeks to end your harassment soliciting. As if immediately end all contact and distribution.

Regards,

Review: I have been receiving the Yes! advertisement newspaper without signing up for it. I called twice now over a period of a month to stop the delivery of this newspaper to my house, but it is still being delivered. This needs to stop.Desired Settlement: Stop delivering the Yes newspaper to my home

Business

Response:

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

Consumer

Response:

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,

Review: I signed up to receive the Wednesday and Sunday paper effective 02/26/14. When I subscribed online, I checked the box to receive last Sunday's paper (02/23/14) as well on my next service date. On my next service date, 02/26/14, I only received the Wednesday paper. I called that day and spoke to a female rep and she advised the paper does not get delivered with your next scheduled date (even though the website says differently). It is to be delivered on Saturday. On Saturday March 1, 2014 the paper was not delivered. I called @ 10:53 A.M. 03/01/14. I spoke to a female by the name of [redacted]. She verified all my information. I explained the situation. She placed me on hold for over 8 minutes. She never came back to the line. I called back. Of course, the office was closed. I now know [redacted] had no intention on coming back to the line considering the time frame and just left me holding until I grew weary and disconnected so she could go home.

I called and left a message on [redacted]'s voice mail regarding this on March 1, 2014. I explained on his voice mail what has occurred. I have not heard back from him.

I sent an email to customer service on March 1, 2014. They replied that the Sunday paper from 02/23/14 would not be able to be delivered because we are in a new month (even though I called when it was still February). They offered to credit my account for the Sunday paper but did not mention the treatment I received from [redacted]. When I replied regarding this, I was told Sunday deliveries are subject to availability and they are not 100% guaranteed. As well, I was told someone would contacted me by Tuesday. No one has contacted me but on my doorstep on Tuesday morning, there was a Wednesday paper from 02/26/14?! This paper was not the one in question. So I do not understand why it was delivered.Desired Settlement: I want it to be addressed that [redacted] left me on hold 03/01/14 with no intention on coming back to the line due to them closing. I want consistency with my paper in regards to the website offering to deliver the prior Sunday paper on my next delivery date and the rep telling me on the phone it would be delivered on Saturday and a different rep by email telling me it's not 100% guaranteed. If that's the case, it should not be offered on the website. I want someone to follow through and contact me. When I had an issue prior, [redacted] gave me his number and told me to contact him whenever there was an issue. His number was of no use since I did not receive a call back or acknowledgement.

Business

Response:

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

Consumer

Response:

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].

Business

Response:

The Revdex.com4428 N. 12th StreetPhoenix, AZ 85014This letter is in response to your second email concerning [redacted] (complaint ID [redacted]). Please accept our sincerest apologies for the continued frustrations we have caused Ms. Jennings.We regret that the incorrect offer was started on her account. Changes were made to her account to ensure that she receives three months, plus the two weeks credit for past delivery issues. A refund has been processed for the $5.95 payment that was charged on March 20, 2014, and her credit card information hasbeen removed from the account to ensure it will not be charged again. Her delivery will go through Sunday, June 8,2014 and then it will cancel. [redacted], Customer Support Specialist, contacted Ms. [redacted] via email on 3/25/14, to apologize and inform her of this resolution. If there are further questions regarding this complaint, please contact [redacted] directly at ###-###-####.Sincerely, Katie JonesAdministrative Assistant Gannett Publishing Services

Consumer

Response:

[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,

Review: Newspaper had a flyer advertising a Black Friday subscription savings for 99 cents per week. Fine print said "This price per week was based on a subscription INCLUDING delivery of the Sunday print edition at $4.29 per month for the first 6 months."

This reads to a logical person that the weekly subscription was 99 cents if you also subscribed to the Sunday edition for 99 cents per week. When I called to take them up on this offer, I was told that the 99 cents only applied to the Sunday edition, not the weekly editions.

This is very misleading.Desired Settlement: I would like to have the subscription rate advertised in the flyer: 99 cents per week for the subscription if I take the Sunday edition also at $4.29/month. Nowhere does this flyer say that the offer applies only to the Sunday paper; in fact, it reads as exactly the opposite.

Business

Response:

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.Mary Ya[redacted] Circulation Support Specialist, reviewed the promotional ad that was in

question by Ms. [redacted] and telephoned Ms. [redacted] to discuss the matter. Since the promotional ad was not clearly stated, Mary obtained

permission from her supervisor to honor Ms. [redacted] request to receive the 7 day

delivery at the .99 per week rate for 6 months.Ms. [redacted] was

satisfied amiable to the resolution to this matter. Ms. [redacted] was provided

with Ms. Ya[redacted] direct telephone number: 60[redacted]f any future questions

or concerns should arise.

Review: At the end of June, a friend contacted us about a 'deal' on a newspaper subscription from the Arizona Republic. Over the phone, we had a conference call with the friend and AZ Rep, and agreed to the subscription and provided payment information. The correct amount was deducted from my account the following day in June, but we were receiving 3 times as many papers as was order. We just figured that the deliverer was lazy and wanted to get rid of extras. In July a debit was made for the subscription, plus an extra $110. We called AZ Republic to find out the reason for the deduction and to receive a refund. We informed AZ Rep that too many papers were delivered to us, though we did not request them. They confirmed the mistake in their records, though they were unable to determine how the mistake was made. Additionally, we were told that our credit card transaction from June had not gone through, so there was an extra charge. We informed the AZ Rep that the subscription was not set up on a credit card, but a debit card- and that my bank statement showed that the debit occurred. AZ Rep was able to confirm this transaction and said that they would refund the remainder- and immediate $35 refund, followed by the balance in 7-10 days, which first have to be approved by a supervisor. We waited fore the allotted time period before calling back to ask about the refund. After explaining again about the subscription and credit card, we were told that a supervisor would contact us. Finally, we were called and told that the extra was to settle a debt that the friend had incurred. We informed AZ Rep that we had not been made aware of any debt, that we did not agree to settle it, and that they should check their recordings of the phone call. Neither did we receive any information in writing pertaining to a debit in excess of the agreed price. AZ Rep apologized for us not knowing, but said that the remainder would not be refunded. We canceled our subscription immediately and informed AZ Rep that we would take legal action if the refund was not remitted immediately. About 1/2 hour later, we called back to request a transcript of all of our conversations. We were told that such a transcript would not be sent because it is private. After informing AZ Rep that we were contacting our lawyer and suggesting that we would obtain a court order to obtain the transcripts, we were told that 80-something dollars would be refunded on Monday. This complaint is being written immediately after the conversation with AZ Rep, so I do not know the outcome of the promise to refund, neither do I know if the 80 dollar refund is in excess of the 35 which was previously refunded (if it is, it would settle the excess deduction).Desired Settlement: I only want the excess returned to me. I think that it is also ridiculous that, if true, the information about the debt was not communicated to us. Additionally, I cannot understand how such a mistake in record keeping can occur.

Business

Response:

This letter is in response to your email concerning [redacted] (complaint ID# [redacted]). Please accept our sincerest apologies for the inconveniences and frustrations [redacted] experienced with his subscription. [redacted], Customer Support Specialist, spoke with [redacted] on 8/15/2014 regarding his complaint. We regret that an error was made on his subscription account when the transfer was processed to him from his friend, which caused the higher payment of $141.18 to be charged on 7/20/2014 for newspapers delivered from 6/20 – 8/20/2014. On 7/23/2014, a refund for $35.75 was issued back to [redacted]’* credit card, and on 8/13/2014 a refund for $51.70 was issued to that same card. Due to the difficulties [redacted] experienced with his subscription, an additional refund of $88.25 will be issued to his credit card this week. The subscription has been cancelled per hisrequest and he is satisfied with this resolution. If he is in need of further assistance regarding this complaint, please contact [redacted] directly at [redacted]. Sincerely, [redacted]Administrative AssistantGannett Publishing Service

Review: Over the past 3 months, I have received unsolicited advertising delivered to my driveway by the Arizona Republic in the form of their Sunday 'Yes' Shopper. I have twice contacted the newspaper over a two month period indicating that I do not wish to have their advertising littering my driveway and they have twice responded that they have taken me off of their delivery list. Despite these assurances, I am still finding these unsolicited advertisement deliveries on my driveway. These advertisements come in pink plastic newspaper delivery bags and they sit on my driveway for days given that I am not always home to remove them. This is a cue to potential thieves indicating that I am not home, something that the AZ Republic does not seem to appreciate. In any event, I do not want this company littering my driveway with these unsolicited materials. They need to cease this practice immediately as I have previously requested.Desired Settlement: I would like the Arizona Republic management to acknowledge that they have received my complaint via letter and then actually follow through with a commitment to cease delivery of any and all unsolicited advertisements at this residence.

Business

Response:

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 unwanted deliveries of free YES Sunday product. I regret that a delay in action occurred concerning these deliveries. [redacted], Customer Support Specialist, sent an email to Mr. [redacted] on 2/20/14, regarding this issue. His address is set in our system to never deliver any of The Arizona Republic publications, including the free YES Sunday product. The District Manager in charge of delivery in his neighborhood has been notified to stop delivery immediately and perform service checks to confirm that delivery ceases. If there are any further concerns regarding this complaint, please contact [redacted] directly at ###-###-####.

Sincerely,

Administrative Assistant

Gannett Publishing Services

Review: I have been trying to get the Arizona Republic to stop throwing its advertising circular Your Essential Shopper onto my property for several months. This is the second complaint to the Revdex.com regarding this issue. The first response from the Republic was the sweet "yes, we will take care of it" canned answer. They did not take care of it.

This littering is a safety issue in that when it just remains on a person's driveway, it is just a flag to let criminals know the home is unattended or vacant. It is also an actual vandalism/littering issue which will be taken up with the city government and the police department.Desired Settlement: Stop throwing the Your Essential Shopper onto my property. [redacted]

Business

Response:

This letter is in response to your email concerning

[redacted] (complaint ID [redacted]2). This is the same issue that we are addressing in complaint ID [redacted] Please

accept our sincerest apologies for the continued inconveniences and

frustrations we have caused Mr. [redacted] with the unwanted deliveries of our free

YES Sunday product. We regret that a delay

in action occurred concerning these deliveries. We have confirmed that his address is set in our system to never deliver the free YES Sunday

product. [redacted] Mefford, the Distribution

Director in charge of delivery in his neighborhood, has been notified to stop

delivery and perform service checks to confirm that delivery ceases. He left a message for Mr. [redacted] on 12/9/2015

to let him know that he will ensure that this issue is permanently resolved. If

there are any further concerns regarding this complaint, please contact [redacted]

directly at [redacted] or [redacted]

Consumer

Response:

[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,

Review: I called the Arizona Republic stating that I do not want to renew my subscription the the paper and do not want my credit card charged and they stated that I'm on an automatic credit card billing and will be charged automaticly and I stated I did not want the paper anymore after my subscription ran out on Dec. 22 2013 and they said they can not do anything about it.Desired Settlement: Do not want credit card charged and if it is charged I want it reversed. A person should not have to go through this if the paper is notified ahead of time that a person does not want the paper anymore.

Business

Response:

[redacted]

Customer didn’t want their credit card to be charged again after their subscription expired. Customer only had the initial charge of $13.08 on 10/19/2013 when he started his subscription. Customer cancelled his subscription on 12/22/2013 and was refunded $1.68 plus tax. There were no more charges to his card.

I would not recommend Arizona Republic Paper to anyone--they want to you to pay (balance forward) that you don't owe. How are they getting away with practice? Revdex.com has many complaints against the paper but nothing is getting done, why? I have been a customer with the paper for over 10 years. The paper can't explain the balance forward on statements, the paper put it on my account but don't know how it appears. The staff at the paper is very rude, I spoke to James & Olivia, not very helpful.

Review: I was taken off of the Easy Pay program in 8/2014 by [redacted] from Customer Care Dept. She said I would be billed. Now I have been charged yet again on my credit card. When I called to try to resolve the issue, the person I spoke to in Customer Service proceeded to tell me that the amount I was charged was for a past due amount, for papers I had already received - yet I had never been billed for that subscription as I was supposed to be due to being taken off of Easy Pay. The customer service person said that whoever called me in October to renew and give me a new promotional amount put me back on Easy Pay, but that was definitely not discussed with me or approved by me. I called today to cancel my subscription for good.Desired Settlement: I want them to never call me again and to clear my information from their computer system, and for them to take me off the Easy Pay program and delete my credit card information so that I am never again billed for a subscription.

Business

Response:

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.

Review: See attached document.Desired Settlement: See attached document.

Business

Response:

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

experienced with his subscription.

Mr. [redacted] signed up for a Wednesday and Sunday delivery on a three months for the price of one promotion. This delivery was to begin on June 22, 2014. In Mr. [redacted]'s complaint he requested to have his subscription cancelled and a full refund due to delivery issues. [redacted], Customer Support Specialist, refunded Mr. [redacted]'s two payments and cancelled his account.

[redacted] then called Mr. [redacted] to notify him of the resolution and he had changed his mind about cancelling his subscription. He said he has been working with his area office on the delivery issues he was experiencing and he was now receiving his paper. Mr. [redacted] requested to keep his account open and to reverse his refund.

[redacted] has kept his subscription active and placed the funds back on his account. Mr. [redacted] is happy the delivery issues are being resolved and he is receiving his paper.

Review: This is an ongoing issue that there has been no resolution as of yet. My newspaper arrives late nearly every day (I cut down to 4 days a week because of this

problem). I take my paper into work to share with others so I expect to have it by the time I leave for work. I like to leave at 5:15am but have been waiting

until 5:30 am because that is the cutoff delivery time for M-F delivery. Saturday cutofftime is 6:00 and sunday is 6:30. My paper arrive today (saturday) at

6:39am and last saturday at 6:33am. Yesterday - friday I don't know what time because I couldn't wait any longer to leave for work. And every weekday that

my paper isn't there - I have to stop and buy it on the way to work.

I have subscribed to the paper for almost 25 years and never had a problem until the current carrier took this route about a year and a half ago. Ever since

then there have been continual issues. She even came by my house one sunday afternoon months ago and accused me of causing her to have to be on medication because I called in to complain about the late delivery.

I have spoken with the supervisor of the carrier on a regular basis and she always gives me some excuse like flat tire, running a

little late, etc., etc. I have during the past 10 days sent 2 emails to the Customer Service department describing the problem and I have not had a reply. I have

called Customer Service this past week and the week before. I wanted to speak with someone who could get this issue solved. The week before I was told

someone would call me on sat. morning at 10:00am. I received no phone call that day. So I called again this past week and they said once again I would get a

phone call today (sat) at 10:00am. Well - not to my surprise at this point - no phone call.

I am thoroughly frustrated and disgusted with the lack of response from Customer Service and with the late delivery of my paper every time. If I went into work

late every day - I wouldn't have a **b. How is it they allow their employees to do that? And the Customer Service department is even worse!

I am a paying subscriber (they get my money by automatic withdrawal) and I get the worst service ever. They should be ashamed. If I could put them on the

local News I surely would at this point.Desired Settlement: That my paper arrives on time. And I would expect some restitution for all the trouble I have had to go through. Like a complimentary

year's subscription.

Business

Response:

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

Review: My subscription expired several months ago. I did not renew but continued to receive bill after bill in the mail. I called and cancelled, and sent an email to customer service to cancel, but never received any confirmation one way or the other.

After expiration of my subscription, some days I received a newspaper, some days I didn't - a pattern that was consistent with the erratic delivery during the subscription period and the cause for me to decide to not renew my subscription, along with the exorbitant price for the renewal.

After a couple of months, the paper deliveries finally ceased, but now I am receiving bills for, I assume, the period during which they continued to deliver even after my subscription expired. The fact that they continued to deliver newspapers after the expiration of my subscription is an internal problem at the newspaper - not mine. I will not pay for something I did not order and did not and do not want.

I am appalled at the predatory subscription tactics to which the Arizona Republic has stooped.Desired Settlement: Just go away. You are not entitled to payment for an expired subscription which you continued to deliver even though I had cancelled.

Business

Response:

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.Mr. [redacted] paid $243.26 for one year on 12/13/2012, at the time there was a negative balance on the account, so his part of his payment was applied toward that balance. Delivery continued until 11/2/2013 and was stopped at that time with a negative balance of $56.44. We truly regret that our grace period policy has caused further aggravation to Mr. [redacted]. We have verified that the $56.44 balance on his account has been cleared, and he owes nothing to The Arizona Republic. An email was sent to him on 1/14/14 to inform him of this resolution, and he will be issued a letter as well to confirm that the balance has been removed. His phone number has been added to our Do Not Contact lists so he will receive no future contact from us. Sincerely, [redacted]Administrative Assistant Gannett Publishing Services

Review: I ordered a trial subscription through my airline and the AZ Republic decided that they have the right to continue the trial without any legal contract or written confirmation from the customers side. Nowhere in the initial contract of the airline / AZ republic does it state that the trial will be continued and the customer charged with normal subscription fees beyond the 3 month trial. I am currently being sent delinquent letters that I have disputed multiple times via phone through customer service without success. This company pursues illegal practices by starting contracts without customers consent.Desired Settlement: Removal of delinquent charges on my account

Change of business practices

Proper legal terms for trials and collaboration with partners that sell trials

Business

Response:

Customer started a three month subscription on 5/24/2013 with his airline miles and didn’t know he needed to cancel it when it expired. The subscription continued past the expiration date of 8/23/2013 until 9/13/2013 and a negative balance of $9.28 accrued. Customer is disputing this balance. We cleared the balance and issued an apology letter to the customer to verify that he doesn’t owe anything.

Consumer

Response:

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,

We recently received a bill for 1 year of the Arizona Republic for $432.72 with a request for it to be paid by 8/2/15. I went back thru our checkbook & found we had paid for 1 year, (11/2/14 to 11/1/15) for a sum of $320.12. We called their office & spoke to Jamiani to question the early billing. She stated there had been a price increase resulting in payment being due now. I explained to her, no, we pre-paid for one year & pre-payments are just that, regardless of price increases. We explained to her, that if this is the way they conduct business, we would just stop our long time subscription. She put us on hold, came back & stated they would honor the full year. We'll wait & see. I'm all for canceling the paper with such a price increase, plus they atomically add a $20.00..the carrier puts a card in with December paper & I see we sent him a $40.00 tip, not realizing it was automatically being added. Are we being taxed on that too?

Review: For a number of months we were unknowingly overpaying for our newspaper subscription. When we finally recognized this, we talked to customer service and found that we had a huge credit balance. At our request, they sent us a check for the credit balance.

During the whole time that we were overpaying, we never received a statement or a notification of the overpayments. Every other company provides a monthly statement showing charges, payments, and balance either by mail or online. I see no reason that this company should not do the same. I am sure I am not the only subscriber to overpay, and by not sending a statement advising of this, they continue to use our money free of interest for their operations.

Further, at the time that I requested the check, I requested a history of the account, which was not received. I have requested the same history two more times. I was told that they can get a year but probably not the two years I requested. So far I haven't even received the one year history.Desired Settlement: Change in procedures to issue monthly billing statements to all customers, or at least contact from company to explain why they do not issue statements like every other business.

Receipt of two years of billing history immediately.

Business

Response:

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] has experienced regarding invoicing and payments. [redacted], Customer Service Specialist reviewed Mrs. [redacted] account and has explained the invoicing to Mrs. Witte. Our billing system is designed to automatically generate an invoice only if the amount of funds on the account is not sufficient to cover the next month’s subscription. [redacted] has forwarded a 2 year payment history; a complete history with payments, credits, debits, and bills of their account for the last 2 years and 5 months; and, a twenty-one (21) month history of monthly charges per Mrs. Witte’s request.[redacted] has provided Ms. [redacted] with her direct phone number of ###-###-#### for any future assistance. If there are further questions or concerns regarding this complaint, please feel free to contact [redacted] directly at ###-###-####.

Review: We were on a monthly subscription price of $4.62 for several years. When we were offered to change our billing method to an online "[redacted]" system instead of a pay by mail method we decided to take advantage of it. The AZ Republic then decided to unilaterally and without our consent or knowledge increase our rate from $4.62 to $24 a month! The AZ Republic then charged us for an additional month that we did not want. Our bank account was then automatically deducted $48! When we tried to dispute this billing error they told us that it would be taken care of and to wait for a reply. After approximately 2 weeks the billing error was not resolved and the $48 was not credited to our account. We then called the AZ Republic several times to try to resolve the issue which they refused to do. They claimed there were unpaid past bills which was untrue (I have statements to prove it) and that when we switched our method of payment our price per month automatically increased from $4.62 to $24. Outrageous! All we want is our $48 back. We spoke with [redacted] who was not very helpful at all.Desired Settlement: Refund of $48. Inform others NOT to sign up for [redacted] as it allows the AZ Republic to arbitrarily increase your subscription rate without your knowledge.

Business

Response:

The Revdex.com

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

and frustrations Mr. [redacted] experienced with his subscription.

[redacted], Customer Support Specialist, attempted to contact Mr. [redacted] on 6/24/2014 via phone and email regarding his refund. She was unable to speak

directly with him and has not received a response back via email.

Mr. [redacted]’s subscription account had been set up on a special 7 day offer of $4.33 per month since 2/1/13. Prior to that, a special offer of $1.00 per week for

various frequency of delivery days was applied to the account for over 5 years. On 5/6/14, a switch to the [redacted] payment method was initiated by the customer

online. Our system automatically switched the rate from $4.33 to the standard rate of $24.00 per month, because the special rate for the account is

not available on [redacted]. On 6/5/14, a payment of $48.09 was charged to the customer’s credit card. Since the change to the [redacted] payment method

changed the rate to the standard $24.00 per month, the account was left with a negative balance of $21.04 at the time of the payment, which is why the payment

was almost doubled. The customer called Customer Service Department on 6/23/14 and cancelled the subscription. At the time of cancellation, a

refund of $8.48 was returned to customer’s credit card. An additional refund of $39.61 was requested for him on 6/24/14, and Mr. [redacted] should

receive a check from [redacted]. in 7-10 business days. If he is in need of further assistance regarding this complaint, please contact [redacted] directly at

[redacted].

Sincerely,

Administrative Assistant

Consumer

Response:

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. IT IS UNTRUE, however, THAT THE AZ REPUBLIC tried to contact us via email...I have NO SUCH RECORD of contact. As stated above, I will consider this issue resolved IF the AZ REPUBLIC refunds our money.

Regards,

Review: My mother was a subscriber to the Arizona Republic, and she passed away on August 12, 2013. I am the trustee of her revocable living trust, and contacted the Republic for a refund of the remaining subscription payment. They said they mailed a check, but for some reason they used the wrong address. I have no idea where they got the PO box number they used, but I never received the check. They have been giving me the run around ever since. I've called, emailed many, many times. They keep saying that they have turned it over to the financial department, and/or that they have sent another check, but I still have not received it. Now they are completely ignoring all my email requests. I have contacted them via email over 20 times. I've told them I was going to contact Revdex.com, and still no response from them.Desired Settlement: I just want what they said they would do, which is refund the unused subscription amount.