The Arizona Republic

This letter is in response to your email concerning [redacted] complaint #[redacted]  Please accept our sincerest apologies for the inconveniences and frustrations Mr. [redacted] experienced with cancelling his subscription. Mary Y[redacted] Customer Support Specialist was able to contact Mr. [redacted]....

 His subscription was cancelled and a refund for the full amount of the initial payment was processed.   Mr. [redacted] was satisfied with this resolution and no further contact regarding this issue is needed.

This letter is in response to your email concerning Steve P[redacted] (complaint #[redacted]).  Please accept our sincerest apologies for the inconveniences and frustrations Mr. H[redacted] experienced with his newspaper subscription.   Mary Y[redacted], Customer Support Specialist, verified that his...

account was cancelled and has alerted the carrier to ensure delivery stops at his address.  Mary left a voicemail message for Mr. P[redacted] to inform him of this resolution.  If there are further questions or concerns regarding this complaint, please feel free to contact Mary directly at ###-###-#### or [redacted].   Sincerely, The Arizona Republic Consumer Solutions Center

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.I appreciate you helping me in this matter and reopening this compliant against Arizona Republic. Initially they did not have my name until I officially made the complaint through the Revdex.com, I have been receiving on a regular basis soliciting and other information from this company that is personally addressed to me.  I have scanned and attached 3 separate files. The first one labeled "scan" has several mailers in the one file, it also indicates the dates for reference. I sent you some of the mailers and not all of them.

Regards,[redacted]

This letter is in response to your email concerning [redacted] complaint #[redacted]  Please accept our sincerest apologies for the inconveniences and frustrations Mr. [redacted] experienced with cancelling his subscription. Mary Y[redacted] Customer Support Specialist was able to contact...

Mr. [redacted].  His subscription was cancelled and a refund for the full amount of the initial payment was processed.   Mr. [redacted] was satisfied with this resolution and no further contact regarding this issue is needed.

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 cancellation and subsequent billing for her newspaper subscription.  ...

[redacted], Customer Support Specialist, attempted to contact Mr. [redacted] by telephone twice and email once.  [redacted] did not receive any response from Mr. [redacted].  [redacted] has sent a final email detailing that the disputed amount of $44.15 has been cleared from the account and included a letter of apology.   [redacted] could not ascertain whether the aforementioned actions will satisfy this complaint with Mr. [redacted] as she has not received any communication.  From the complaint resolution section it  appears that Mr. [redacted] was only disputing that balance due; as this was cleared and a letter sent regarding the removal of the balance due the disputed amount has been satisfied.

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

the inconveniences and frustrations Mr. and Mrs. [redacted] have experienced with missed deliveries of The Arizona Republic.  We truly appreciate their business and readership, and have taken the necessary steps to resolve this issue.
 
Donna W[redacted], Distribution Director, spoke with Mrs. [redacted] on November 2, 2016.  She will work with the contractor and perform service checks to ensure that delivery gets back on track.   Donna provided her direct number in case there are any further delivery issues, and their account has been credited for one month for the missed deliveries. 
 
Sincerely,
Gannett Publishing Services

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,

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,

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]

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,[redacted]

[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,

 
They have responded and am satisfied with our current paper deliveries!

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 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.I would also like to encourage the Arizona Republic to understand, their salesman who came to my door to offer this deal did not state that I was signing for automatic payments out of my account, and since my subscription was good thru the 27th of the month, why they took it out on the 5th (before the 27th not after) was upsetting.  Their salesman can attest to the fact that I could not read his form and could not even sign it without my reading glasses and to write him the check.  I only saw, with my glasses on, where to sign the little pink piece of paper.  That is my lesson learned here, NEVER TRUST ANYONE'S WORD.  I share some responsibility in this in trusting that young man and not being able to read the entire front and back of that little pink piece of paper, he never said  I was signing up for automatic payments, after all I gave him a check.  Also, the number of times I called to report the other (2), same problems, early removal of my money and newspaper staff saying "oops your the third person to call with this problem", only verifies that I am not alone in this kind of mess.

Regards,

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

a refund of $21.02 was refunded to Mr. [redacted] card on 10/21/2014.  Sara corresponded with Mr. [redacted] through email.  Mr. [redacted] states that he has not received that refund and still is requesting a refund of $40.00.  Sara requested a refund of $40.00 be issued to Mr. [redacted].  This refund will be issued as a check from our parent company [redacted], and he should receive this in 7-10 business days.If there are any further questions or concerns, Customer Support Specialist [redacted] can be contacted at ###-###-####.

[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,

[redacted], Customer Support Specialist, has followed up with Ms. [redacted] via email on 1/16/2015.  The copies of the mailings that Ms. [redacted] provided helped us to identify the problem and we were able to completely remove her address from our databases.  She should not receive any additional correspondence from our company.  If further assistance is needed with this complaint please contact [redacted] at ###-###-####.

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. and Mrs. [redacted] with the poor customer service they experienced with their newspaper...

subscription.[redacted], Consumer Solutions Center Supervisor, spoke with Mr. [redacted] on 9/22/2014 regarding the poor customer service they received.  The manner in which their calls were handled is being addressed. Additionally, the remaining $4.56 refund has been processed and will be issued as a check. [redacted], Customer Support Specialist, sent an email to Mr. and Mrs. [redacted] on 9/23/2014 to inform them of this resolution.  If there are further questions or concernsregarding this complaint, please feel free to contact [redacted] directly at ###-###-####. Sincerely, [redacted]Administrative AssistantGannett Publishing Services

This letter is in response to your letter concerning [redacted] (complaint # [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 newspaper subscription account.Mr. [redacted] started...

a subscription through a direct mail piece on 2/16/14 for Wednesday/Sunday delivery and sent a $12.00 check with the order.  The account was set up on a billing rate offer of $14.00 per month, so this payment paid until 3/9/14.  Delivery continued until a call was received to cancel on 5/13/14.  The account had a balance owed of $29.90 for the continued deliveries 3/10/14 – 5/13/14.  Mr. [redacted] started another subscription through a direct mail piece on 6/22/14 for Wednesday/Sunday delivery and sent a $12.00 check with the order.  Theaccount was set up on a billing rate offer of $14.00 per month, so this payment paid until 7/13/14.  Delivery continued until a call was received to cancel on 6/28/14.  With the $12.00 payment from 6/22/14 and the previous $29.90 negative balance, the account still had a balance of $21.74.  Mr. [redacted] started another subscription through a direct mail piece on 8/10/14 for Wednesday/Sunday delivery and sent in a $14.00 check with the order.  The account was set up on a billing rate offer of $14.00 per month, so this payment paid until 9/9/14.  This offer is still active on the account.Deliveries continued on Mr. [redacted]’s account each time per our grace period policy. Unfortunately, other than the calls on 5/13/14 and 6/28/14, there is no record of Mr. [redacted] requesting to stop the subscription.  The grace policy allows customers uninterrupted service when payments do not reach us prior to their due date.  The information is disclosed on our website and every customer’s invoice.  A telephone call, email and/or letter to our Customer Service Department will stop delivery if a customer does not wish to receive delivery beyond their payment due date.  We have this policy to avoid interruption of delivery service to our customers.  Mr. [redacted] states he was told the previous $12.00 payment he made would be credited to him.  The $12.00 was credited to his account on 8/26/14, which changes the expiration date to 10/12/14, and the previous balance has been removed.   [redacted], Customer Support Specialist, attempted to call Mr. [redacted] on 8/26/14 regarding this issue, but there was no answer. She sent an email to him with the resolution, informing him that the balance has been removed, and his current account was credit for $12.00.  A letter informing him of the resolution has been issued via U.S. mail as well.  If he is in need of further assistance regarding his subscription, please contact [redacted] directly at ###-###-####.

Please find attached supporting documentation regarding complaint #[redacted].

The client, Dr. [redacted], was charged the first month upfront – which is standard for our Gannett Local (now G/O Digital) sales team. Dr. [redacted]'s campaign ran for 3 weeks and there...

are no egregious errors.

Dr. [redacted]'s email was not sent to the wrong geo-targets (she is comparing an email blast to her own Constant Contact opted in client database).

Dr. [redacted]'s PPC campaign collected 11 leads (calls and form fills) over the 22 days it was live.  Live 9/23, cancelled 10/15.

Our internal SEO confirmed that no changes were ever made to her website, as she had several rounds of “revisions” to the keywords we were going to target.  In fact, Dr. [redacted] changed the name of her practice 3 times (varying versions of NY Aesthetics).

Our point of view is that the Gannett Local (G/O Digital) exposure to any wrong doing simply doesn’t exist. 

Sincerely,

Gannett, G/O Digital team – Phoenix

[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 was indeed contacted today by Mr. Rais and have every confidence that they will resolve the delivery problem with his help. Therefore, I would appreciate it if you would show this complaint as resolved. 
Thank you for interceding on my behalf.

Regards,