The Roanoke Times

Review: On 11/4/15 I ordered a one year gift subscription in the amount of

$185.76. The payment was made from my bank account check

Card. The subscription was for my son:

[redacted]

He only received four issues & then the newspaper stopped

Coming. I contacted the paper a total of four times, two by

Email & two by telephone. The last phone contact was on or

About 12/24/15. The woman I spoke with said that my initial

Payment was credited to a wrong account & they would start

The paper back ASAP. I am now requesting a complete refund

Of $185.76 as only 4 papers were received & they never restarted

The papers I paid for. I also have intentionally nor renewed my

Home subscription until this matter is resolved. Please assist me

In this matter.Desired Settlement: Total refund of annual subscription paid

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted]. Customer paid $185.76 on 11/02/2015. Payment was credited to wrong account. We have restored payment to correct account. Refund will be issued in 10 to 14 business days. If there are any further questions please feel free to contact me at [redacted]Circulation Director

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. They have done what is stated.

Regards,

Review: I have been a subscriptor to the Roanoke Times since 1983. I have failed to receive a newspaper at least twice a month for the last 6 months. I have called the Roanoke Times repeatedly but delivery continues to be poor. The Roanoke Times can check their phone records to see how many times I have called. My neighbors had papers in their driveways this morning BUT I did NOT. Oh and to make matters worse I called this morning only to discover that I was talking to someone in HOUSTON!!Desired Settlement: I would like to get my newspaper! I have paid for a year in advance.

Business

Response:

This letter is in response to complaint [redacted] submitted on February 18, 2015 to The Revdex.com by [redacted].The customer is currently on a route that is being delivered by a substitute carrier. We expect to have a permanent carrier on this route shortly which should resolve any delivery issues. The customer’s account has been credited for the missed deliveries and we will monitor delivery for the next sixty days to ensure delivery. If there are any further questions please feel free to contact me at ###-###-####.[redacted]Circulation DirectorThe Roanoke Times[redacted]

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: Recently received letter informing me that if I did not respond by email or phone, I would be billed for a magazine I did not ask for.why should I have to I waste my time to prevent being billed for something I don't want?Desired Settlement: This practice should be illegal. Those businesses doing this should get a low rating from the Revdex.com.

Business

Response:

This letter is in response to complaint [redacted] submitted on August 19, 2015 to The Revdex.com by [redacted]. Mr. [redacted] was not charged for the magazine and will be opted out of the future publication listed in the letter.. If there are any further questions please feel free to contact me at ###-###-####.[redacted]Circulation DirectorThe Roanoke Times[redacted]

Review: The Roanoke Times has stopped carrier delivery of the Monday through Saturday paper to Mechanicsburg, VA and Bland County, VA and are instead sending it through the U.S. Mail which has proved flawed in that the paper is mostly not received on the day it is dated. It is our understanding that other counties around Bland County still receive their daily paper through a carrier. As an example, on Saturday, October 26, the paper was not received through the U.S. Mail on Saturday, the 26th. Please hear our distress in the service level of this organization. They have discontinued non–Sunday daily carrier delivery in Bland County, VA, whereas other surrounding counties still receive daily carrier delivery. What is next? "What should be next" is that you should offer an apology to your customers within this county and re-establish daily delivery.Desired Settlement: Re-establish daily carrier delivery in Bland County, VA, of the Roanoke Times.

Business

Response:

This letter is in response to complaint [redacted] submitted on October 28, 2013 to The Revdex.com by [redacted] and [redacted].On September 26, 2013, The Roanoke Times mailed subscribers in the Bland and Mechanicsburg Virginia area a letter notifying them in advance how our delivery changes will impact the delivery of their newspaper. Beginning Monday October 7, 2013, we started mailing the Monday-Saturday newspaper via the United States Postal Service. The Sunday edition continues to be delivered by an independent contractor. This change in delivery did not affect their current subscription rate.This change was necessary for The Roanoke Times from an economic standpoint. In our outer lying areas such as Bland and Mechanicsburg, VA, delivery routes are frequently assessed based on distance, number of active subscribers and profitability for our independent contractors. This particular delivery route no longer met that criteria, therefore, we had to make a difficult business decision. We are not able to guarantee same day delivery using the USPS. However, The Roanoke Times does offer a daily digital replica of the newspaper that is available at no additional charge to all current subscribers. If that is not an option for some subscribers, we would be glad to cancel their subscription and refund any remaining balance on their account.If there are any further questions please feel free to contact me at ###-###-#### [redacted]Chief Financial OfficerThe RoanokeTimes

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that they did not offer an action to resolve my complaint. Since filing our complaint, we have heard from neighbors who cancelled their subscription that the newspaper contacted them to say that they were working to put a carrier back on the daily route and asked them to resubscribe. This response makes it sound like that decision has been changed. So, has the Roanoke Times recontacted the neighborhood re-subscribers to let them know they are not going to place a carrier back on the daily route? It sounds like one party is not speaking to another party within the Roanoke Times. Which is correct? This response or the the Roanoke Times Circulation employees calling Bland County citizens to resubscribe?Regards,[redacted] And [redacted]

Business

Response:

The firm's response stands.

Consumer

Response:

The same response as an earlier response was posted. Is this in error? Regards,[redacted] And [redacted]

Review: Roanoke Times used to delivery the ** magazine via US Mail. This practice enabled stopping the delivery during periods of absence from home. A couple of years ago, the delivery method was changed to physical delivery by a third party. this results in the magazine being placed in my driveway, close to the street. The delivery schedule is somewhat random. the issue is this is a red flag for burglars that no one is currently at the home, if I am away when the delivery occurs. I previously contacted the third party, and deliveries halted for a while. Now they have resumed. I do not want this magazine, and I do not want the delivery made in my driveway.Desired Settlement: Stop all delivery of this magazine to my address permanently.

Business

Response:

This letter is in response to complaint [redacted] submitted on August 1, 2014 to The

Revdex.com by [redacted].

As the customer mentioned in his complaint we changed delivery vendors for this

product earlier this year. We requested an updated Do Not Deliver list from the vendor

but we believe the vendor did not share the most updated list causing our carrier force to

deliver to a few consumers that had previously requested to be on the Do Not Deliver list.

We have added the consumers address to our internal Do Not Deliver list and he will be

removed from it effective September 4, 2014.

If there are any further questions please feel free to contact me at ###-###-####.

Chief Financial Officer

The Roanoke Times

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 pre-paid in mid-December, 2015 for a one year's subscription for the delivery of the Roanoke Times to my father's

home. I made the transaction through the telephone operators at the Roanoke Times listed

telephone number. This was to be a Christmas gift for our father. I was assured that the paper would be delivered daily.

No paper has ever been delivered through this transaction. I have made several calls and repeatedly requested

delivery or a refund. I have been repeatedly assured that delivery will be made or that my refund is on the way.

So far I have yet to receive a refund.Desired Settlement: Refund

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted]. On 02/16/16 we called and spoke with [redacted]. He had spoken with our call center on 12/18/16 to set up a subscription for his father at [redacted]. The representative assured him that this address was carrier deliverable when in fact it is not. He made a payment of $174.72 by a credit card. The subscription never activated. I explained this to Mr. [redacted] and apologized for the incorrect information. We will refund him fully back to his card. I asked him to allow 3-4 business days for complete processing. The agent also provided him my direct contact information. If there are any further questions please feel free to contact me at [redacted]Circulation Director

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: Have called this business 5 times and they give me the run around. They never put up a paper box or delivered my paper at all. Requested a refund and they keep telling me it is on its way any day now. Haven't received it yet.Desired Settlement: I just want a complaint on file because I hope other people do not have this kind of problem. I want my refund of $41.99.

Business

Response:

This letter is in response to complaint [redacted] submitted on July 30, 2015 to The Revdex.com by [redacted]. The customer’s refund has been processed and she will receive two checks totaling $41.99. We ask consumers to allow 14 business days for the refund to process. If there are any further questions please feel free to contact me at ###-###-####.[redacted]Chief Financial OfficerThe Roanoke Times

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. Just wanted to let you all know that I did receive both checks for the full amount in the refund.Thank you,[redacted]

Review: To begin, I have ordered a "reduced" paper for 26 weeks @ $1.00 a Sunday News paper. I have not received that paper in two weeks, nor a return phone call from the provided Roanoke Times numbers listed in the paper or phonebook.Second, a member from the Roanoke Times, named [redacted] sold me a paper for 26 weeks for $1.00 as well. I stated I already had this paper and that I have not received it in two weeks. He told me that my payment didn't actually process, and that he would get me enrolled and everything taken care of. I even told him that I already gave my credit card number, and he simply stated that sometimes it doesn't get processed! So, today on 8/4/14 I applied for the second time.Third, I went back into my checking account to find that they have actually billed my account for the $26.00 on 6/27/17. I still have not had my last two papers!Last, every time for the past two weeks, I have called and left my address, the phone line is void of any assistance. No one returns any calls after you leave the message. I can't even call and talk to someone about this "double payment" to my account because they refuse to answer the line...actually they hang up the line before I do, neglecting to route their calls.I would like my refund, due to [redacted] directing me to process "anyways". Even after verifying my address for me, and my name on my account, he still verified by phone that I was not "enrolled" for a paper! If my name is on file, why does it say that I am not enrolled, even after I paid the $26.00-Something called a scam to me! I don't even want the stupid paper, I want my money back all together, and I will buy it elsewhere!!Desired Settlement: I would like my refund, due to [redacted] directing me to process "anyways". Even after verifying my address for me, and my name on my account, he still verified by phone that I was not "enrolled" for a paper! If my name is on file, why does it say that I am not enrolled, even after I paid the $26.00-Something called a scam to me! I don't even want the stupid paper, I want my money back all together, and I will buy it elsewhere!!

Business

Response:

This letter is in response to complaint [redacted] submitted on August 4, 2014 to The

Revdex.com by [redacted].

Our system does show a payment for Ms. [redacted] in the amount of $26.00 made on June

27, 2014 but we have no record of any other payments fro this account. If Ms. [redacted] will

provide bank documentation showing the two payments we will refund the second

payment.

The complaint asks that we stop her current active subscription and we have entered a

stop effective September 4, 2014. The card on the account will be refunded $20.12 which

includes the two Sunday papers the customer missed.

If there are any further questions please feel free to contact me at ###-###-####.

Chief Financial Officer

Consumer

Response:

I have reviewed the response offer 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.

As for the second payment, this was resolved two weeks ago! I was charged-although, I have spoken to a lady about having it reversed from my account; which has already taken place! As for my refund, I don't agree with the amount because the deal was $26.00 for 26 weeks, which equals $1.00 per paper. Now, I only received one paper, so if you are going to charge me for the trouble, then you owe me $25.00. Even though it has been two months; it has taken the whole two months just to get through the telephone line-even then, no one ever returned my phone call, after I left my phone number on the answering machine! I am not satisfied with $20.00 as a refund, when you can't even get me the third paper without me having to call and say hey I didn't get my paper. When the third paper didn't come, I just wrote a letter to the Revdex.com because no one called me back from the first hour of phone time. I wasted one hour of minutes on my phone, trying to talk to a live person; that is your error of communication!

Regards,

Business

Response:

This letter is in response to the response regarding complaint [redacted] submitted on August 4, 2014 to The Revdex.com by [redacted].

Ms. [redacted] was issued a refund check in the amount of $21.00 based on her request to stop her account as of September 4th plus two additional Sundays she missed. Ms. [redacted] states that she received only one paper and we will issue a refund for $4.00 additional dollars so she is charged for the one paper she received.

I there are any further questions please feel free to contact me 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 tried several times to get the carrier to continue to put my paper in my Rke. Times paper box to no avail. I have called the Roanoke Times and left a message on the carriers phone ,in which he provided,and spoke with the newspaper staff. I have also emailed the CEO of the company and no success. I feel like the Roanoke Times is more interested in the money and not good customer service. I do have back problems and this can be a serious issue for me, but besides the back , I should not have to make several calls, contact the CEO and write this complaint to the Revdex.com. The fact is the paper should be placed in the box regardless.

Thanking you in advance .

[redacted]Desired Settlement: Have the carrier place paper in the paper box ASAP.

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted]. The District Manager for the route contacted the carrier and corrected the issue. Ms. [redacted] has been contacted and is receiving the paper in her Roanoke Times tube. Ms. [redacted] was also contacted and given the Circulation Director’s phone number if the issue occurs again. If there are any further questions please feel free to contact me at 5[redacted]Circulation DirectorThe Roanoke Times

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: The Company refused to deliver my paper on Thanksgiving in 2014 because I would not pay $3 for the advertising supplement. This year I asked the Times to hold my paper on Wed and bring both papers on Thur. They did not deliver either paper. Today's (Friday) was delivered. I've always handled delivery issues successfully with my deliverer (since 1957), but now The Times' policy is NOT to divulge the name of their deliverer!?!

I think the Times is punishing me for not agreeing to pay for their Thanksgiving ad supplement. We have an oral contract to have delivery of my daily paper. I have paid for it. The Roanoke Times has violated this contract.Desired Settlement: The Roanoke Times will deliver my papers in a timely manner, with an apology, and cease forcing its customers to

purchase additional products.

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted]. The customer requested a vacation hold for the dates listed in the complaint. The representative misunderstood the request and entered the vacation as a vacation stop and not a vacation with delivery of the vacation papers. The representative apologized for the error via email and asked if the customer still wanted the papers. Additionally, this error has been addressed with the representative. We are happy to provide the vacation hold papers.If there are any further questions please feel free to contact me at [redacted]Chief Financial Officer