The Morning Call

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

June 19, 2014
[redacted]Regarding your complaint to the Revdex.com filed on 6/8/14. Please accept my apology for the service issues youre experiencing again. There is a new distribution team for this area. I have contacted our distribution team as well as the manager to...

correct the service here.For your inconvenience I've applied 1 month credit to your account.As an advocate for you, please don't hesitate to contact me directly if you have any more problems or concerns.I can be reached MondayFriday, between 7am-3pm.Sincerely,

below is the email trail sent to Mr. [redacted] and his response.Mr. [redacted]
We’ve received your Revdex.com complaint case (filed date 8/7/15)
concerning the Morning Call Weekly paper. 
Please accept my apology for the failure to stop the Morning Call Weekly
paper.  I can understand the frustration
this has caused.  I’ve contacted our
distribution team for a permanent resolution so that this does not happen again
in the future.
Again, please accept my apology for the inconvenience this
has caused.
If you have any more problems please don’t hesitate to
contact me directly.
 
Sincerely,
Brenda H[redacted]
Circulation Ombudsman
Tribune Media Group
[redacted]
Brenda, 
Thank you. I appreciate
your attention in this matter. I did not receive the paper last Friday so that
is a good start.
 
Thanks again,
[redacted]

Your request to stop delivery was forwarded to the appropriate department and we apologize that our sample product, continued to be delivered to your residence.  Failure to stop delivery was reviewed with the local distributor and regional manager.  They have taken measures which will...

ensure delivery ceases at this address. I have sent a letter to your residence regarding this resolution and with contact information should there be further issues. Again, we apologize for the inconvenience caused and should you have further questions regarding this matter, please do not hesitate to contact us.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted]
[redacted]  [redacted] Please accept our sincerest apology for the inconvenience and frustration you have experienced with; failure to start your home delivery service of the Morning Call newspaper. Confirming our call yesterday afternoon, this concern was addressed...

with our distribution personnel.  We will start a four (4) week sample subscription of the Sunday paper delivered to your home at no cost to you or obligation to restart.  During this period, I will also follow up to ensure delivery has been made as scheduled.  Again, we regret the frustration caused and we hope the above sample offer meets your satisfaction in the resolution of this matter.   Sincerely, Hope R[redacted]
[redacted]

February
2, 2017First,
we would like to apologize for the delayed response to your complaint to the
Revdex.com.  Back
in September 2016, your concern was addressed with distribution and delivery
contractor.  Since this time, delivery
should be as expected and confirmed...

with you in September.  Additionally, we have applied a two week
credit to your subscription.  A service
follow up call was made earlier but did not succeed speaking to you.We
thank for the opportunity to service your subscription.  Should you have further questions regarding
this matter, please do not hesitate to contact me at the number left on your
voice mail earlier today.Hope R.CSSS
Team

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I would have to purchase the Morning Call at the supermarket which would cost about $2.50 just for the Sunday addition.  Don't they have anyone who can deliver the newspapers?   Is my whole neighborhood going without deliveries?
Regards,
[redacted]

August 30, 2017 MC Revdex.com Case#:  [redacted] Please accept our sincerest apology for the frustration you have experienced as a subscriber to the Morning Call newspaper.  We re-addressed this concern with our distribution staff and they will do everything possible to ensure paper is delivered every Sunday. We thank you for bringing this matter to our attention and we appreciate the opportunity to continue servicing your subscription.  Should you have any further questions or concerns regarding this matter, please do not hesitate to contact me at the number left on your voice mail earlier today.  Sincerely, Hope R[redacted]

[redacted],Thank you for reporting your delivery concerns.  I apologize that your service and delivery is less than satisfactory.  I have escalated your issue to the distribution team and their management.  I have asked for timely and reliable delivery, effective...

immediately.  Give them 48 hours to review and correct your service and delivery.  Please expect courtesy calls to check on delivery.  I have also applied credit for the missed delivery July 18-July 20, 2016 ($1.65), which moves you expire date from August 25, 2016b to August 27, 2016.  Do not hesitate to contact me at [redacted]@tribpub.com if you require further assistance.Jeanne S[redacted]

Review: For the past four weeks the Morning Call has not been delivering my newspaper for which I have a subscription. I have needed to call every week for a paper or a credit. Each week they tell me that they will correct the problem, yet the problem continues unresolved. The customer service reps refuse to transfer me to a manager when I call. The most recent call I made I spoke with a supervisor who stated her name was "[redacted]". She actually giggled as she told me she assured she would make sure this issue is resolved.Desired Settlement: I would like my newspaper delivered every Wednesday, Thursday, Saturday and Sunday without having to call the paper to get it delivered. I would especially like phone call from the Morning Call's management.

Business

Response:

March 12, 2014

Regarding your complaint to the Revdex.com filed on 3/7/14. I would like to apologize for the service issues. Per our conversation you will see some improvement with delivery here. The Manager of this area is working diligently to get the service back on track.

Thank you for your patience and understanding.

Please feel free to contact me directly if you have any more problems.

Sincerely,

Review: The Morning Call Billing Department sent me a bill with an additional charge of $24.96 for 'prior balance'. When I contacted Customer Service for an explanation, I was not given a legitimate reason. I was offered an extension of my subscription but not a credit for the $24.96; I was told it was not the policy to issue credit. My previous bill did not have any balance but did have 'overlapping' billing of 10 days. One bill was through December 29, 2013. The next bill started on December 19, 2013. I deducted 10 days for the payment on the second bill in addition to several missing papers. When questioned why I didn't call to complain about missing papers, I explained that I had tried that avenue but I never was credited for the papers. I was told that no such records existed; it was shortly after the transition to the Philippines. I ended up cancelling the paper in frustration because the unsubstantiated charge would not be deducted. How can overlapping billing be legal? How can a company bill for unsubstantiated charges? Does the parent company of The Morning Call wish to see the end of the newspaper business? Thank you for your assistance. A Former Morning Call subscriberDesired Settlement: I would like to understand the billing policies of The Morning Call. I would like to understand how a customer of 20+ years can be dismissed like dirt on the bottom of a shoe because of unethical practices. I would like [redacted], President and CEO, to offer an explanation of the lackadaisical attitude of his global staff.

Business

Response:

April 6, 2014 Regarding your complaint to the Revdex.com filed 3/23/14. 1 would like to apologize for the billing and service issues. I appreciate you speaking with me concerning our billing. Your valuable feedback about our billing system has been noted and will be shared with management.We regret your decision to cancel your Morning Call home delivery service. I have credited your account for $24.96 and will refund this amount. Please allow 7-10 business days to receive the refund.Please do not hesitate to contact me directly if you would like to accept my offer, one month free service.Again I do apologize for the inconvenience this has caused you.Sincerely,

Review: I purchased a [redacted] for a one-year subscription to The Morning Call newspaper ([redacted], PA) for weekend/holiday delivery. It started last March (2013) and was fine for a few months, but over the summer my delivery became spotty. I contacted the Morning Call customer service and they looked into it and had it restarted. It was delivered for a few weeks and stopped again. This same thing has been going on ever since. Every time I go a few weeks without delivery, I email and they try to have it restarted. I have asked for an extension on my subscription but this request has been ignored. I am currently not receiving my newspaper and my subscription is due to end on March 8, 2014 (this end date has been confirmed even though I have repeatedly asked for an extension). I have contacted [redacted] so they are aware of the situation in case others are having the same issue. I realize the [redacted] price is substantially less than the retail cost of this subscription package, but if they are willing to offer the [redacted], then I believe they should also honor it.Desired Settlement: I would like to receive the rest of my papers, and for the Morning Call to acknowledge my request for a complimentary extension of my subscription (and actually have it delivered). I don't believe I have even received delivery of half of the promised one year of papers.

Business

Response:

January 25,2014

**. [redacted]

This is regarding your complaint to the Revdex.com, filed 1/10/14. I apologize for the service issues. I've contacted our distribution team to correct the delivery here. Per our conversation your [redacted] has been extended for 26 weeks and will expire on 9/13/14.

if you should have any further delivery issues, please don't hesitate to give me a call.

Thank you very much for your feedback.

Sincerely,

Review: I ORDERED AND PAID FOR THE DELIVERY OF THE COPLAY PRESS NEWSPAPER ON THURSDAYS AND IT ALSO CAME WITH DELIVERY OF THE MORNING CALL NEWSPAPER ON SATURDAYS AND SUNDAYS. I HAVE ONLY RECEIVED DELIVERY OF THE COPLAY PRESS NEWSPAPER 4 WEEKS OF THE 8 WEEK PERIOD THUS FAR. I HAVE HAD TO CALL THE COPLAY PRESS 8 TIMES TO STATE MY PAPER WAS NOT DELIVERED. I DID NOT RECEIVE MY MORNING CALL NEWSPAPERS ON 2/15,2/16,2/22,2/23,3/1 OR 3/2. I HAVE CALLED THE MORNING CALL CUSTOMER SERVICE PHONE NUMBER 14 TIMES IN THE PAST 3 WEEKS. I HAVE BEEN TOLD EACH TIME THEY WILL HAVE MY PAPER REDELIVERED. I STILL HAVE NOT RECEIVED ANY OF THESE NEWSPAPERS.Desired Settlement: I WANT MY NEWSPAPER DELIVERED AS PAID FOR ON THURSDAYS, SATURDAYS AND SUNDAYS.

Business

Response:

March 13, 2014

Regarding your complaint to the Revdex.com filed on 3/2/14. I would like to apologize for the service issues. After viewing your history I can understand your frustration. I've contacted our distribution team and Management to correct the delivery here.

While Management work on getting the service back on track, our staff here will contact you every Saturday and Sunday for the next 4 weeks to confirm delivery.

Please feel free to contact me directly if you have any more problems with the delivery here.

Again, I do apologize for poor service.

Sincerely,

Review: I called to cancel the subscription due to double billing - continuously. Last bill I paid until June 1, 2013. Again they billed for cycle of May 22, 2013. This is a continuous problem. I have to call to have corrected every billing cycle. This last time - I had had enough! I called and advised them to cancel the subscription completely. They continued to deliver the paper sporadically. NOT MY FAULT - they would not cancel. Now, they are sending me a past due bill - for $89.49 and again back to May 22 - which is where the problem began. I spoke with a supervisor, again regarding this and advised that this was not my fault that they continued to send the paper when I had cancelled it. She basically called me a liar - that I never called regarding this. Why would I #! - Pay back to May 22 when I had paid to June 1?? - and not call in.(as I have been doing for the past couple of years). #2 - Why should I pay for papers when I specifically asked for it to be cancelled?? Please Help - I quit this newspaper for their underhanded billing and I should not be penalized for them not cancelling the paper when I asked for it to be done. NOT my fault they do not have information on my call. I am an honest person and so not deserve to be penalized for their rep's mistake.Desired Settlement: To remove the past due amount of $89.49 for newspapers not wanted and double billed for. I would like this in writing so nothing is sent to any credit bureau. Also - maybe other people will benefit from this and not get scammed for billing and cancellations. Thank You!

Business

Response:

September 26,2013

**. [redacted]

Regarding your complaint to the Revdex.com, file date 9/4/13.1 would like to apologize for the billing issues. Per our conversation your account has been zeroed out and removed from collections.

Please let me know if you receive any further calls or collection letters regarding this matter.

Again I do apologize.

Sincerely,

They refuse to deliver TV weekly on time if it is not delivered on the correct day. They are supposed to deliver it on a Sunday. If they fail to do so, and you call them they feel no need to deliver it in a timely manner. If you are lucky they might get around to it two days later. This means you lose at least two days use.
This is an item you pay extra to get and not part of your subscription. I consider this to be taking money out of my pocket and throwing it away.
This happened in July and again yesterday. I did contact them on the phone and in e-mails. In July a manager was nice enough to bring it on Monday so I only lost 1 day. This time no response to the e-mail and customer service said they would send a notice out.

Review: I've subscribed The morning call news paper for five weeks for $3 a week from Aug 29 thro Oct 1st. But the initially the morning call billed me in Sep $49.07 for service from Aug 29 thro Nov 06th. When I called them, I was told that it's only $15, and I mailed them the money on Sept26 (USPS money order #[redacted])

When I called on Sep 23rd, I spoke with [redacted], she was very rude, unprofessional and hang up the phone on me while I was talking to her. Previously, some one in my family subscribed the morning call for 10 weeks and morning call continue to deliver paper after the 10 weeks period. We were specifically mentioned on the phone, on the check and the billing invoice that the subscription was only 10 weeks and not responsible for any paper delivered after the 10 weeks unless prior arrangements are made. The morning call continued the delivery after 10 weeks while we were on vacation and they trash my front lawn with wet papers.

The morning call billing policy is that once the subscription period ends, the customer has to call, or otherwise they continue to deliver papers without the customers consent and bill the full price. I believe that its an un ethical billing policy. Once the subscription ends, either the customer ask to renew the subscription or the morning call ask them whether they want the continued service.

we've not seen their policy, and even with their policy, we told initially on the phone, on the payment check and the billing invoice that we are not obligated to any service after the 10 weeks time.

But again I received another bill $18.75. When I calledDesired Settlement: The morning call has to honor its commitment. On Sep 23rd, I asked [redacted] that I'll charge $1 a day unless they stop the morning call email. I tried to unsubscribe their email, but it continue the email until Nov 7th. But [redacted] doesn't want to hear what I was saying, and she hang up the phone on me. On Sep 30 I called again and spoke with [redacted]( ID #[redacted]) and explain again and she promise to stop the email, and put a note that customer doesn't required to make any payment. But the email continued until 7th of Nov. and received another billing invoice for $18.75.

In fact the morning call owes me money for the time I spent with their agent on the phone on numerous time and $1 a day to delete their junk mail.

But all I am asking the morning call to stop sending me any more billing invoice and stop the unethical billing practice.

Business

Response:

November 26, 2013

**. [redacted]

Regarding your complaint to the Revdex.com, file date 11/13/2013,1 would like to apologize for the billing issues. Please use this letter as a confirmation that your account has been zeroed out and removed from collections,

l do apologize for the delay in resolving this issue.

Please let me know if you receive any further calls or collection letters regarding this matter.

Sincerely,

Review: I cancelled my paper after receiving poor service (wet papers, missed papers, papers thrown wherever when I requested that my paper be put in my door as it has been since I got the paper)with no solution to the problem even though they promised me every day that I called, for at least a week, that the problem was going to be resolved. They even gave me a hard time when I requested to have my paper cancelled, asking for another chance over and over again stating that they were taking this to the "highest" person to get it resolved. Never happened. Finally I got them to cancel my subscription on 3/3/14. They said I would get my refund in 21-28 days, I called back on 4/3/14 since I did not receive my check. They told me I should have received it, will check with billing, give it 2 weeks. I called on 4/18/14 and spoke to [redacted] who PROMISED me that I would have my check by 4/24/14. On 4/25/14 I called because I did not have my check and [redacted] said she would have to check with billing. I told her I was tired of waiting and that I was going to file a complaint with the Revdex.com. I waited long enough. The last person I spoke to promised me I would have my check by the 24th of April and I asked her many different ways and she still promised me that I would have my money. Please help me get my refund.Desired Settlement: Refund check sent to me

Review: We subscribe to receive a daily morning newspaper, The Morning Call, at our home. We have been loyal subscribers for 38 years. Within the last 6 months, the delivery service to our home is no longer reliable. On numerous occasions, the newspaper was not delivered. Upon calling the "missed paper" 800 number, one is transferred to an automated system saying if you do not receive the paper by 1:30 PM call again. Remember, this is a MORNING newspaper! We have tried contacting the customer service email address. We have expressed our complaint to the "Watchdog Investigations" newsroom. Each time we are assured someone is working on their circulation issues. One time they said we would have a new deliverer on Monday. Service improved for a short period of time. But here it is July 20, 2014 at 9:56 AM and again no newspaper. We are paying for a contract and our contract is not being fulfilled.

What recourse do we as paying customers do we have?Desired Settlement: We request that the parent company for our local Morning Call Newspaper service address and resolve this issue. Subscribers such as ourselves pay to receive the newspaper daily in the morning at our home address. We also want the advertisers who pay money to distribute information about their businesses to know that their interests are also NOT being served!

Business

Response:

July 30, 2014Regarding your complaint to the Revdex.com filed on 7/20/14. I would like to apologize forthe service issues. I’m glad the paper was delivered for an entire week and placed in between your door.Our Customer Service will follow up with you over the next two weekends to confirm if the service has been satisfiedAgain apologize for the service issues and appreciate your patience.Sincerely,Brenda H[redacted]Circulation Onibudsman Tribune Publications

Review: I purchased a [redacted] for a newspaper subscription on 9/18/14. My bank account was charged for the subscription on 9/19/14. To date I have not received newspaper delivery, nor have I received a refund. I called to question the lack of delivery twice, and each time I was told to keep waiting for it. I finally decided to send an e-mail last week, at which point I was told the offer was declined on 10/2/14, but with no explanation as to why. I requested an explanation and a refund, and I have received neither. their service is beyond poor, as I've had numerous delivery issues in the past.Desired Settlement: I would appreciate an explanation as to why the offer was declined, why I have not received a refund yet, and a full refund.

Business

Response:

November 21, 2014First and foremost, I want to apologize in the delay of starting your [redacted] subscription. Your [redacted] subscription was scheduled to start on Thursday, November 20th.Per our conversation your first paper arrived on Thursday as scheduled.Should you have any more problems or concerns please don't hesitate to contact me.Thank you for your valuable feedback.Sincerely,Brenda H[redacted]Circulation Ombudsman

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 is satisfactory to me.

Regards,