The Seattle Times

I show your account to be stopping on 12/13.  You will receive a credit for the 12 days paid through 12/25 with a check refunded directly to you. I will also share your complaint with our sales manager top follow up on the individual sales rep who knocked on the no- soliciting door. Sincerely,...

Dayne S. T[redacted]

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.
Sincerely,
[redacted]

I apologize for this and have cleared the [redacted] account. You should not be receiving any further correspondences regarding this matter.  Dayne S. T[redacted]

To Whomever this Concerns,
 
I recalled reading that I was to alert the Revdex.com about any external resolution I had with the Seattle Times regarding my complaint, but was unable to find a place to input said resolution in the "Complaint Managment System". I've included the text...

of the resolution, quoted in blue, below.
 
Mr. [redacted],
I am so sorry that this happened and I have stopped your subscription and you owe us nothing.  I do see that this was originally started without the apartment number which is why it didn’t start when it should have as Rhonda relayed to you.  You should not have received a bill for the amount of $29.05.  I will forward your kind words about Rhonda on to her supervisor.   Please accept our apologies.  Rita
 
Customer Service Specialist
Rita O[redacted] 
 
 
I feel that this resolution is satisfactory.
Complaint ID #: [redacted]
Thank you for your time and everything the Revdex.com does for consumer advocacy. 
 
Regards,
[redacted]

[redacted]
ID of [redacted]
Please accept this response email as confirmation that we have received Mr. [redacted] request to be placed on our "DO NOT CALL" list ([redacted]). We have forwarded his phone number to our Sales and Marketing Department to remove him from our solicitation list....

This normally takes 3-5 business days to complete, however I have asked them to see if they could expedite this request. This resolution should satisfy this complaint for Mr. [redacted].
Rita S[redacted]
Customer Service

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.
Thank you for helping get this resolved. 
Sincerely, [redacted]

Dear Revdex.com,
In response to this complaint, I was not able to find any account for Mr. [redacted].  I searched under his address, telephone number and lastly his email address and was not able to find anything for him.  If he has another address, telephone number I could try to do some...

more research on his account.  I can address the issue of how a person can cancel their subscription.  They can call the 206/464-2121 or 1/800-542-0820 number which it sounds like Mr. [redacted] did.  Since I can't find the address or this account, I am unable to ascertain whom he spoke to, so that I can follow up on the call.  I do know that our customer service representatives do try to save subscribers when they call in a stop and also try to resolve any billing or home delivery issues (if that is the reason for the stop) for the customer.  The bottom line is, if a customer wants to stop their paper, they can get it stopped.  We do not have confirmation numbers when papers are stopped. 
Another way to stop a subscription would be to email us at [email protected] and the customer would get an email back letting him know that it has been stopped.  I hope this information was helpful to Mr. [redacted] and has resolved the Revdex.com complaint. 
 
Rita S[redacted]
Customer Service Specialist

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. I would like to thank you for the help in receiving a resolution in this matter and thank Gary ** M[redacted] from the Seattle Times for assisting with receiving what I feel is the correct outcome for this situation.Sincerely, [redacted]

I apologize for this issue and have notified our delivery agent in your area. I asked for the problem to be resolved immediately and to have one of their folks call you asap with more information.  Sincerely,  Dayne S. T[redacted]Customer Retention Manager

Ms. [redacted] did start her paper on 2/7/16 and she did call us twice regarding the non delivery of the paper.  I do apologize that she did not receive the paper when it started, we will be following up with our home delivery department on this.  The promotion was as such, her card would be...

charged for the initial $25.00 which it was and this was to pay for the first 5 weeks and then her card would then be charged another $25.00 for the following 5 weeks.  This was a 10 week promotion at which time we gave her a $25.00 gift card.  This is the verbiage that is stated on the receipt:  “I have received a promotional premium because of my commitment to be a subscriber for the full term of the promotion.  I understand if I cancel my subscription prior to this special offer, the value of the premium will be charged to my credit card.” 
 
If Ms. [redacted] would like to continue the subscription, I can make sure that she has this same promotion and give her one additional month at no charge.  Or I can make sure it stops on 3/11/16 and refund the $25.00 to her credit card.  However, there is still the matter of the $25.00 premium that was given to her.  If she returns it, then we can call this good and I think that is fair to all the parties involved.  I hope that this resolution is satisfactory to Ms. [redacted]. 
 
[redacted]
[redacted]

We received the recorded file from our IT department and the sales rep clearly states 10 weeks of delivery for $20 on the call. He goes on to say that their is no obligation to continue beyond the 10 weeks. At this point, you agreed to the deliveries and as part of our process he should have clarified the terms once more as we want to make sure there is no confusion. Since he did not state it "twice", we will eliminate the amount owed.

Complaint # [redacted]
With: The Seattle Times
 
Has been resolved with Sheryl in Customer Care today. She reveiwed my account, located my last payment, deducted $8.00 from my bill and I agreed to pay the remaining amount. The problem arose when I issued a payment on 5/52015 and...

thought my bill was paid in full. My payment was applied to prior deliveries. not the subscrition for May-June as I believed. 
[redacted]

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. Sincerely, [redacted]

I am responding to the complaint by [redacted].  I have contacted our Home Delivery department and they are going to follow up with the carrier to ensure that the paper is delivered to the porch.  I have asked them to service check this delivery  address for a few days as well....

 I hope this resolution is satisfactory to the customer and resolves the complaint.[redacted]

My apologies to Mr. [redacted].  My intention was not to imply that he had not done due diligence on his part.  What should have happened when he called, he should have immediately been placed on our internal do not call list and that did not happen.  I did place him on our internal do not call list, I should have also said that it may take a couple days for it to take place as we were moving to a new system.  My apologies for not doing that.  I only stated that we had email/telephone numbers where calls and emails can be sent for customer to call us, I only wanted to show Mr. [redacted] that there are ways to contact us.  Both numbers that he supplied are on that do not call list and I sent another email to our staff to ensure that we do not call those numbers.  I hope this this resolved the case.  Rita S[redacted]

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.
Thank you for assisting me.
 
Sincerely, [redacted]

Refund was sent to original address on account. Subscriber moved and we should have caught it. Another refund is being sent. We apologize for the error.

I apologize for this issue.We do record all of our sales calls for training purposes. If the rep offered it to you for free and the recording can confirm that, we will eliminate the amount owed. Should have the recording within 24-48 hours and will provide a final outcome once I listened to...

it.Sincerely,Dayne [redacted]Customer Relations Manager

[redacted], I apologize for the issue(s).I understand Gary M[redacted], our Home Delivery Manager has reached out to you and that this will be handled moving forward. If you have any further problems, you can reach me at [redacted] I do not work weekends, but generally do check messages...

regularly.Thank you for bringing this to our attention.  Sincerely,Dayne ** T[redacted]

January 29, 2016
 
Complaint [redacted]
 
I do apologize that this Revdex.com complaint has not been responded to – it went into my spam file. 
 
Ms. [redacted] did order a subscription when she paid the door to door sales person the $20.00 and I apologize that...

this was not explained to her.  When she called to dispute these charges, she should have been transferred to a supervisor and this could have been cleared up right then.  I have followed up with the Door to Door sales manager about this sale and he has told me that this sales person is no longer with us. 
 
I will mention that on the pink receipt she was given and on the bills that were sent, it does indicate that the subscription does not stop upon expiration and will continue until we are contacted by the customer.  I do see that Ms. [redacted] was sent a bill on 1/14/16 in the amount of $46.03 and she should ignore it.  Being that this promotion was not explained sufficiently to Ms. [redacted] I have written off the whole amount that is owing and she owes us nothing.  This action should take care of this complaint. 
 
Rita S[redacted]
Customer Service Specialist/[redacted]