The News and Advance

Review: My household has paid a yearly subscription to The News and Advance for paper delivery. The account is paid up until late May 2015. We have not received the paper for 3 days in a row. I send emails whenever a paper is not received. I have called to complain. There has been at least 9 days we have not received our paper since 2/5/2015.Desired Settlement: I would like to receive the product I paid for on the day it is due. I would like a price adjustment to my subscription for the days missed.

Business

Response:

Manager has spoken to Mrs. [redacted] and explained she had new carrier. Manager is delivering all missed papers to her husband at [redacted] today, and contacting new carrier. Manager believes the issue may be that there is no paper tube and is working to resolve that issue as well. Customer has managers direct contact information for any future questions , problems etc.

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I paid for 3 papers in full for 26 weeks in January. I've either only gotten 2 papers each week or none which is the case for the last month. I called to cancel because I'm tired of trying to get my paper and was told someone must be stealing my paper. I've never had anything stolen from my house no one would steal a paper!!! I just want my refund for this!!! It's so annoying trying to talk to them I was told I'd get a call back and that was Tuesday I've heard nothing!!!Desired Settlement: I'd like a refund minus the few papers I did get I got a total of 12 during my subscription period at $1 each I paid $78 for 3 papers for 26 weeks!!!

Business

Response:

I spoke with Ms. [redacted] on Friday. We are issuing her a refund. She has agreed to continue receiving the newspaper for four weeks at no charge to her so we can work on fixing the delivery service. At the end of the four weeks, she will decide if she would like to continue her subscription. She has my direct contact information for any further issues, concerns, etc.

Thanks

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On 6/16/13, I contacted the News & Advance to terminate my subscription services due to 12 non delivery services of my daily newspaper. At this time, they stated that I would receive a refund from my paid up account through August within a week. I have tried to contact the company (only automated) but still no response as to when I will receive my refund. Thanks for your cooperation.Desired Settlement: Refund in the form of a check mailed to my home address.

Business

Response:

Subject: Revdex.com response[redacted] was contacted after complaint was received. Following delivery issues with a carrier missing her paper she was credited for the missed days. Mrs. [redacted] then decided to cancel her newspaper subscription until the service issue was resolved and requested a full refund from the call center. Our call center, which we are currently working on bringing in-house to improve communication and cover resolution in a more timely manner, told Mrs. [redacted] that her refund would be mailed to her in a week.While the refund was put in to our system immediately it takes time to be processed and refunded. Her refund was pulled from our system on July 11th, sent to our corporate office that following Monday the 15th where a check was cut and mailed out. Mrs. [redacted] should receive a full refund today or tomorrow through the mail. [redacted] has followed up with the call center to make sure correct information is being given to our customers concerning refunds (see below).I spoke to Mrs. [redacted], explained the process and apologized for the delay. I also apologized for the service issues that lead up to the cancelation and refund. Because of the service issues on that particular route, a new carrier has been contracted and is more than meeting the service standard of The News & Advance. We have provided Mrs. [redacted] with a complimentary week of the newspaper to prove that the News & Advance is not taking these service issues lightly and has resolved the issue. Mrs. [redacted] expressed appreciation for the follow up and may resume the delivery upon good service during her complimentary week for delivery. My direct number was given to Mrs. [redacted] for further questions or concerns. [redacted]Circulation Sales Manager office: ###-###-####cell: ###-###-####

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 for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: August 10 2015 , we bought the nelson county times newspapers to be delivered to our place , the check was cashed and we never got the paper since ..Not only we dnt got the paper but we call about 50 times leaving messages or talking to a certain a certain [redacted] ..was like to talk to a wall as nothing was done and we still dnt get our paper ..unprofesional company , that keep my money , and dnt want to send me what I bought ..Desired Settlement: money back plus interest and time spend

Business

Response:

We apologize for the difficulties you have had with receiving your paper. We will begin the process to refund your money. If you haven't received a check by the end of the month, please call [redacted] at ###-###-####

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have had problems with the News & Advnace newspaper from day one. I signed up for the newspaper in the fall of 2011 and they took my payment on my credit card and did not deliver the newspaper, they called and told me they did not have a paper route for where I lived. I explained and said they do a paper carrier my neighbor gets the paper every day. So finally we started getting the papers delivered to us daily after 4 weeks of no paper that I my credit card had already been charged for. After several phone calls to complain about me paying for papers that I did not get they finally extened our paper for 4 weeks. During that time anytime it rained we had a wet newspaper becuase the paper carrier will not put the paper in a plastic bag. I called 3 or 4 times to complain and speak to supervisors and finally about 4 months down the road a supervisor came to our house and left us (2) $5.00 gift cards to [redacted] for all the problems we had in 2011.

We started having problems again in May, June, July, August and September of 2013 everytime it rained the paper was wet. I called several times and complained about wet papers and then the carrier would put our paper in a plastic bag for a while then it would be wet again with no plastic bag over the paper. I called the newspaper office at the end of September and told them I was not going to keep taking the paper becuase when it rains our paper is always soaking wet, they were suppose to not renew my subscription which was suppose to run out at the end of September 2013. We were gone on vacation the first week in October and when we came back I saw that we were still getting the newspaper and I waited several weeks before I called becuase I wanted to make sure the paper carrier got the message from the News & Advance that I did not want the paper. For the whole month of October we got the paper which I had canceled. Finally I called the News & Advnace back in November to find out what was going on that I had canceled the paper but now I need the newspaper becuase I lost my job and was on unemployment. I talked to a very nice lady on the phone that day and she told me they did not cancel my subscription, well I explained to her that I was not paying for what I had canceled and she said that was fine that she would start me a new subscription for $36.40 which I told her was fine but I could not pay for it until the first week in December when I got my unemployment check and she said that was fine. She finally she mailed me a hand written statement that showed what I owed $36.40 and gave me a self addressed envelope to put my payment in which I did and I also made a copy of the hand written statement and put in with my check. According to my bank and the newspaper they have not received my check for $36.40 as of this time and the bank wants to charge me $35.00 to stop payment so they can reissue the check and I am on a fixed income and can not afford to do that at this time. A person from the business office was suppose to call me to help find my check as of today, Tuesday, December 31, 2013 I have not heard from that department.

For the months of November and December we have had about 10 newspaper soaking wet which 3 of them have been the last two Sundays and Monday it rained/ice. I have contaced the newspaper more than 10 times concerning the problem of wet newspaper over the past year. I contacted the newspaper again on Monday, December 23 and spoke to a customer service agent and she could not help me so I asked to speak to a supervisor and she came on the phone and told me that she was going to send an email and contact our paper carrier and I should hear something from them within 24 to 48 hours and to this day I still have not heard from him or her. She also told me that her supervisor would call me with in 48 hours and I still have not had a phone call from a supervisor from the News & Advance. I called again yesterday, Monday, December 30, 2013 and customer service still could not help me she told me that a supervisor would call me back and I explained to her that if I did not hear from someone by the end of the day that I was going to contact Revdex.com. So as you can see I have had nothing but trouble since day one my subscription with the News & Advnace newpaper in Lynchburg, VA. I feel that I have not received the proper service from the News & Advnace and I feel that no one cares about my problems or wants to fix them.

Also just to let you know my other half [redacted] delivered newspaper when he was growing up in the city of Bedford and he always put the newspaper in a plastic bag that the News & Advanace supplied for him to use when it was going to rain or be bad weather. So I know for a fact that they supply the carriers with plastic bags; my carrier is either to lazy to use them or does not care if the paper gets wets or not.Desired Settlement: I feel that I should not have to pay for wet newspapers that we were not able to read. Also I think that since they can not call me back and they have lost my check that the newspapers that I have received should be free. I had to go purchase a new newspaper on Sunday, December 22 & December 29 at a local store because the classified section where the jobs are listed was soaking wet along with the rest of the paper. I had to spend $4.20 for these two papers and that does not cover the gas that I had to spend to go back out to the store. I would like a response from someone from the News & Advance explaining why I can not get help with these two problems and I feel we should get the paper free for all our problems for the next few months. If this can not be resolved I will not take the paper, I will go to our local store and get the paper everyday from them and it will cost me more but at least my paper wont be wet everytime it rains.

Business

Response:

I have spoken with [redacted]. She was pleased with [redacted] (District Manager) correction of the service issue regarding wet newspapers. Carrier is now bagging her newspaper everyday. I have requested a credit of $31.97 which brings her account current and accounts for any wet or missed newspapers. Addtionally, I have requested a credit of $36.40 to her account for the missing payment. If payment is received, credit will be reversed. As of today, Jan 6, no payment has been received. Mrs. [redacted] was satisfied with this resolution.

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,