The Arizona Republic

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.

Regards,

I have attached an email from [redacted] where he insists on targeting New York, rather than Long Island.

This email also confirms that Gannett actually did go on my website and make changes.

As far as changing my name, there was a change from New York, to NY, as advised by [redacted] (the account manager).

As for the email blast, the file from[redacted] does not show where the people who opened those emails live.

They could be in Chicago for all we know.

Where are the zipcodes attached to those emails?

This would prove if my local was targeted or not. 

 

This case must have input from [redacted] in order to be rectified. 

Where is [redacted] Day's input regarding this case?

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 resolvedI have already received an email from the Arizona Republic that they will correct the problem. Sincerely, [redacted]

This letter is in response to your letter concerning Ms[redacted]. [redacted], Complaint #[redacted]0. Please accept our sincerest apologies for the inconveniences and frustrations that Ms. [redacted] experienced regarding access to some digital information...

associated with The Arizona Republic. Mary Y[redacted], Customer Support Specialist, contacted Ms. [redacted] by phone and was able to assist her with the information she needed in order to better access information that is associated with digital articles associated with The Arizona Republic.  Ms. [redacted] was satisfied with the steps and assistance Mary has taken in order resolve the issue of trouble accessing information.  A special rate has been applied to Ms. Barbara’s subscription due to the inconveniences she experienced. In the event Ms. [redacted] has further questions or concerns or assistance accessing her digital subscription, Marry Y[redacted] has provided her with her phone number [redacted] and email [redacted]

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 issue of a balance due on her account.A subscription was started by Ms....

[redacted] on 12/13/13 through one of our vendors, [redacted], for 7 day delivery on a 3 months for 1 price special offer, and paid through 3/14/14. The $79.38 balance was for newspapers delivered from 3/15/14-5/20/14 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 she experienced delivery issues during her subscription, and had Customer Service been notified at the time, the issues could have been addressed.  Unfortunately, Customer Service received one call from Ms. [redacted] on 6/5/14 regarding billing issues that ended without resolution. We truly regret that our grace period policy has caused further aggravation to Ms. [redacted].  We have verified that the $79.38 balance on her account has been cleared, and she owes nothing to The Arizona Republic. [redacted], Customer Support Specialist, sent an email to Ms. [redacted] on 6/9/14 to inform her of this resolution, and an apology letter was issued to her confirming that the balance has been removed. Sincerely, [redacted]Administrative Assistant Gannett Publishing Services

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, attempted to contact Mr. [redacted] on 3/5 and 3/6/2014 via phone and email, but has not received a response back.   Mr. [redacted] started a Wednesday/Sunday 3 months for 1 price special offer on 11/10/2013.  A payment of $12.85 was processed on 11/06/2013, and the 3 for 1 special ended on 02/09/2014.  Automatic payments were set up for the 5th of the month, so the next payment of $14.16 was applied to the account 2/03/2014.  Mr. [redacted] called to cancel on 2/18/2014.  At the time of cancellation, he received a refund of $7.43 plus tax, to equal $7.94. The remainder of the February payment ($6.22) was for newspapers delivered between 2/9/2014 and 2/18/2014.  The account had one complaint entered for one missed Sunday edition from 2/16/14.

We regret the aggravation Mr. [redacted] experienced with his subscription.  A $6.22 refund check was requested for him, which he should receive in 7-10 business days.  If he is in need of further assistance regarding this complaint, please contact [redacted] directly at ###-###-####.  

Sincerely,

Administrative Assistant

Gannett Publishing Service

This letter is in response to your email concerning

Robert [redacted] (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.  His address is set in our system to never deliver the free YES Sunday

product.  Todd M[redacted], 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 Todd

directly at ###-###-#### or ###-###-####.

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],

Customer Support Specialist, cancelled and refunded the 55.08...

per requested by

Ms. [redacted].  [redacted], has also given Ms.

[redacted] her direct phone number: [redacted] and email: [redacted] if she

has any future requests, questions or concerns.  Ms. [redacted] was

satisfied with the refund and cancellation of the subscription.

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] has experienced with his newspaper subscription invoices. Currently there is an issue with our online...

payment system when breaking outthe subscription cost and carrier tip. The problem seems to be occurring when a tip to a carrier is made during an online payment.  Unfortunately, that seems to be triggering our system to add a carrier tip to future invoices. Our system programmers are working to find and resolve the problem, but we currently do not have an estimate as to when this issue might be fixed. We have advised Mr. [redacted] to pay for his subscription via U.S. mail to avoid paying the invoice amount that includes carrier tip, until this issue is resolved.   [redacted] and [redacted], Customer Support Specialists, have been communicating with Mr. [redacted] via email regarding his complaint, as they are unable to reach him by phone. His subscription account was researched and a one year payment summary was created and sent via email for his review.   The summary specifies how payments were allocated between subscription cost, tax, and carrier tip, confirming that the carrier tip portion has been allocated to the carrier.  A custom invoice for May 2015 was also sent to him via email and U.S. Mail. We truly appreciate Mr. [redacted]’s business.  If he is in need of further assistance regarding his subscription, please contact Mary directly at ###-###-####.   Sincerely,[redacted]Administrative AssistantGannett Publishing Services

Thank you for the follow up regarding [redacted] complaint.  The letter that Ms. [redacted] mentions that she received from us was an apology and confirmation from [redacted] Co.’s VP of Customer Service, that she will no longer receive further correspondence from our company (see attached).  This letter was sent to her as directed by the letter we received from Ms. [redacted] lawyer (see attached). As stated previously, 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 further correspondence from our company.   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 and frustrations we have caused Mr. [redacted] with his subscription.   We have processed a refund for $6.00 for the delay in the start of...

delivery.  Additionally we have verified that the $1.35 balance on Mr. [redacted]'s account has been cleared, and he owes nothing to The Arizona Republic.  An email was sent to him on 2/6/14 to inform him of this resolution.  Thank you for the opportunity to correct this issue.  Sincerely, [redacted]Administrative Assistant to theGannett Publishing Services

[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,

Chris V[redacted]

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 with his newpaper subscription. According to our system records,...

the $69.12 balance was for newspapers delivered from 10/29/2014 to 1/8/2015 part of our grace period policy. This 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.  After researching the history of the account, it appears that Mr. [redacted] had received a renewal increase rate and did not want to renew his subscription.Unfortunately, there is no record on his account showing a call to cancel was received, so delivery service was not stopped.  We truly regret that our grace period policy has caused further aggravation to Mr. [redacted].  We have verified that the $69.12 balance on his account has been cleared, and he owes nothing to The Arizona Republic. [redacted], Customer Support Specialist, attempted to call Mr. [redacted] on 3/30/2015 but there was no option to leave a voicemail. She also sent an email to inform him of this resolution, and an apology letter is being issued to confirm that the balance has been removed.If you have any further questions or concerns about this complaint, please contact [redacted] directly at ###-###-####.  Sincerely,[redacted]Administrative AssistantGannett Publishing Services

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,

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.

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

experienced with missed deliveries of The Arizona Republic.  
Mr. [redacted] was contacted by a manager on August 10, 2016, regarding this issue.  We regret that the account was originally set up with the incorrect address.  That has since been corrected, credit for the missed issues was applied to his account, and his Sunday delivery will continue to be monitored to ensure consistency. 
 
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.I have received two copies of a manual billing for the period covering April 11 through May 10. While I appreciate the efforts to send the corrected billing, it is again a manual billing and does not represent a correction to the automated billing that was consistently wrong. If it is the policy of the Revdex.com to close the case before the automated billing is proven to be corrected then that is OK. I will open a new complaint if necessary. Again I appreciate all efforts to correct this problem and sincerely hope it has been resolved.  

Regards,

This letter is in response to your complaint regarding delivery issues and requesting a refund.  Please accept our sincerest apologies for the inconveniences and frustrations we have caused to you. 

Mrs. [redacted] started a subscription on 11/02/2014 for a Wednesday and...

Sunday three months for the price of one promotion and made a payment of $14.83.  She didn't receive the first paper on 11/02/2014. 

[redacted], Customer Support Specialist, called and spoke with Mrs. [redacted] on 11/05/2014.  Customer was missing this paper as well.  Mrs. [redacted] said that she had already disputed the $14.83 charge with her credit card company in hopes to get her payment back.  [redacted] credited her subscription account for three months and offered to get the delivery issues taken care of.  [redacted] contacted the appropriate departments and found out this customer's address was on the wrong delivery route.  Delivery issues have since been resolved.  Mrs. [redacted] payment is still on the subscription account, along with the $14.00 [redacted] credited.  Mrs. [redacted] three months for the price of one promotion will expire on 02/01/2015 and the $14.00 credit applied to the account will extend this to 03/01/2015.

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

This letter is in response to your email concerning [redacted] (complaint ID# [redacted]).  Please accept our sincerest apologies for the inconvenience and frustration [redacted]experienced with his subscription.   [redacted], Customer Support Specialist, handled [redacted]...

[redacted]'s original complaint (complaint ID# [redacted]) regarding a past due balance invoice he received for $14.72.  [redacted] cleared the balance owed and issued an apology letter confirming the account had been cleared.  [redacted] should have received this letter during the week of June 9, 2014.  [redacted]'s contact information was also added to our do not contact registries.[redacted] emailed [redacted] on August 1, 2014 stating he received another invoice for the $14.72 past due balance and has still been receiving phone calls regarding the balance.  He stated he would be filing another complaint to fully resolve this matter.  The invoice [redacted] received was sent in error.  His inactive account shows a $0.00 balance and his contact information was verified in our do not contact registry.  [redacted] responded to [redacted]'s email and requested a copy of the invoice in order to do further research on why this invoice was mailed out.

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

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