ComplaintsforSun Sentinel

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Initial Complaint
07/02/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have tried for several months to put a STOP to unwanted emails from Sun Sentinel. Although I did sign up, I was not aware, nor do I recall a disclaimer stating the vast number of emails and that you are limited in the articles you can read. I have followed the "unsubscribe" directions on the emails. I have notified them of my choice using their "contact us" section of their website. Yet still I continue to receive 10 or more daily emails. As of July 1st, I have 17 emails. This has been going on for months, and quite frankly, it is abusive.
Business response
07/13/2024
July 13, 2024
Our sincere apologies regarding any misunderstanding or inconvenience associated with the Sun Sentinel.
The information you provided within this BBB Complaint has been reviewed and proper course of action will be taken, if needed. Your email address is not associated with any account in our system. Customer Service has been in contact with you directly to assist with this matter and provided assistance to your request to stop any further emails being sent from the Sun Sentinel.
Please do not hesitate to contact our Customer Service Department for any further concerns or need of assistance at ************.

Thank you,
******
Executive Resolution Center
Customer response
07/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. I wish it hadn't been necessary to file such a complaint, but some good came out of it as the business is addressing the breakdown associated with unsubscribing to their newsletter.

Sincerely,

***********************
Initial Complaint
06/14/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
No paper delivered in 12 weeks
Business response
06/25/2024
June 25, 2024

Our sincere apologies regarding any inconvenience or frustration associated with your Sun Sentinel Wednesday, Friday and Sunday newspaper subscription. I have also responded to your other BBB complaint 17416352 regarding this matter.

The information you provided within this BBB Complaint and your home delivery account is being reviewed. Your feedback regarding your customer experience is acknowledged and proper course of action will be taken, if needed. Please be advised since there are open routes concerns causing delivery delays in the area at this time therefore your deliveries could be missed or received after standard delivery times. Your local Distributor has been advised to ensure your weekly Wednesday, Friday and Sunday deliveries each week and informed to monitor your account. We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. Customer Service has processed the missed delivery complaints and credits but I have adjusted the account further of which extended your paid thru date an additional two weeks. As per our conversation today, you confirmed receiving your Sunday newspaper to your satisfaction.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Customer Service Department at ************.

Thank you,
******
Executive Resolution Center
Customer response
06/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
05/22/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ordered a daily print subscription for appx $90 almost two weeks ago and I havent received a single one. Ive called their customer service line twice and get connected to some foreign call-service that cant do anything about it. On my last call, I told them I would be disputing the charge with my CC company, which I plan on doing by Friday.
Business response
06/04/2024

June 4, 2024

Our sincere apologies regarding any inconvenience or frustration associated with the Sun Sentinel.

The information you provided within this BBB Complaint and your home delivery account is being reviewed. Your feedback regarding your customer experience is acknowledged and proper course of action will be taken, if needed. After reviewing your subscription, it seems that you disputed the recent payment with your credit card company which was returned back to your credit card. As per our conversation today, you have not received any newspapers except for one day therefore I have escalated this delivery concern to your local Distributor. I have processed a credit adjustment in the amount of $6.40 therefore a new invoice will be generated with updated information. I have escalated your delivery concern to the local Distributor as well as the gate code you provided me during our conversation. I will contact you within the next 7 business days to confirm you have started receiving your newspapers as scheduled.

In the meantime, please do not hesitate to contact our Customer Service Department at ************ for any other concerns.

Thank you,
******
Executive Resolution Center
Initial Complaint
05/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Last July, 2023, I renewed by phone my subscription to the Sun Sentinel for one year as I have done for many years for Wednesday, Saturday and Sunday home delivery. I paid in full for the year and was told that my subscription would expire on August 22, 2024 ( one year from the renewal date). I recently received an email from the SunSentinel that my current subscription will expire on June 6th, 2024. That is two and one-half months early. I sent an email to Customer service questioning the error and received a reply that it is due to production cost increase. I was not told this upfront or I would not have paid a year in advance. The subscription cost is now also for production cost surcharge and not for the newspaper that I paid for. This charge should not be retroactive without advance warning. I feel I should have my full year subscription through August 22 plus two additional weeks for not having the paper delivered at all when there were carrier issues a few months ago. My account number is **********. I am forwarding to you attachments showing that I tried to resolve this but was unable succeed. I feel I should get what I paid for and was told I would receive at the time I paid. I am now forced to pay approximately $40.00 for the production costs that I understood i was paying for the delivered newspaper. I would appreciate it if you can resolve this matter. I am a senior citizen and my income is limited and I am on a budget and I feel this is not the way to do business. Thank you.
Business response
05/23/2024
May 23, 2024

Our sincere apologies regarding any misunderstanding or inconvenience associated with your Sun Sentinel subscription.

The information you provided within this BBB Complaint as well as your account have been reviewed and it seems the additional charges associated with additional with the subscription shorten your original paid thru date. These additional costs, which shorten your paid thru date, are associated with the delivery surcharges reflected within your account disclaimers and Terms and Conditions. Criteria and details regarding these additional charges are noted on all our new start promotional offers, billing statements and any other correspondence. For more details and to view the Complete Subscriber Terms and Conditions please go to www.tribpub.com/tc. In the interest of fairness, due to the information provided I have processed an adjustment to your account which extended your paid thru date until August 22, 2024 as well as added two additional weeks further extending the account's paid thru date until September 6, 2024. Thank you for your feedback as proper course of action will be taken, if needed.

In the meantime, if you would like any additional assistance, please contact Customer Service at ************.
Thank you,
******
Executive Resolution Center

Customer response
05/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
05/09/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ordered a 7-day delivery and digital access from the Sun Sentinel on April 29th. Until this day, I haven't received a single copy from the newspaper. I called four times the help desk in the *********** and it seems they are not able to fix the problem. When I asked for a USA based contact, they couldn't give me one. So I was forced to buy the newspaper at the local grocery store for a much higher price.It is incredible that Tribune Publishing doesn't have a help desk in the *** who at least understands what people are saying. On top of it they complain that more and more people get away from newspapers, but then when you order one, they are not able to deliver.
Business response
05/24/2024
May 24, 2024
Our sincere apologies regarding any inconvenience or frustration associated with your Sun Sentinel home delivery subscription.
The information you provided within this BBB Complaint and your home delivery account is being reviewed and proper course of action will be taken, if needed. As per our conversation today, you have moved your delivery address to *******************, ************* FL 33334-1061 at this time. I have escalated your delivery concern to the local Distributor for further assistance regarding this matter. Customer Service will contact you next week to confirm your deliveries have been received to your satisfaction. Due to your feedback, I have adjusted the balance to credit for all the missed deliveries therefore extending your paid thru date accordingly.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Customer Service Department at ************..

Thank you,
******
Executive Resolution Center
Initial Complaint
04/22/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I renewed my long-term subscription to the *************** Sun Sentinel newspaper with a six-month payment on February 27, 2024. I confirmed with my bank that the payment has cleared and provided the customer service supervisor with the bank confirmation number for the payment. Nonetheless, the Sun Sentinel has canceled my subscription for nonpayment. I have called repeatedly but cannot reach a customer service representative in ***************** (they're all in the ***********) and no one in the offshore customer service department can resolve the problem for me or access my billing records to locate the clearly misposted payment.
Business response
05/06/2024

May 6, 2024

Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with your Sun Sentinel home delivery subscription.

The information you provided within this BBB Complaint and your billing associated with your account is being reviewed and proper course of action will be taken, if needed. We appreciate your patience and understanding while we work towards a resolution. Customer Service has contacted you in order to obtain your proof of payment as well as processed a credit adjustment in the amount of $102.67 which would include the outstanding balance due with your recent payment. This credit adjustment would extend your paid thru date until September 2024.

In the meantime, if you have any further concerns or would like any further assistance, please do not hesitate to contact our Customer Service Department at ************.

Thank you,
******
Executive Resolution Center
Initial Complaint
04/20/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I subscribe to the Sun Sentinel. At least once a week the wrong paper, usually the *************** is delivered. On two occasions the New ********* was delivered. I have called the paper numerous times, to no avail.i have asked to speak with someone regarding deliveryagin to no avail. The paper Lao comes much later than it is supposed to, but I deal with that, because I think I am towards the end of their delivery area. Thank you
Business response
05/03/2024

May 2, 2024

Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with your Sun Sentinel home delivery subscription.

The information you provided within this BBB Complaint and your home delivery account is being reviewed and proper course of action will be taken, if needed. Your local Distributor has been advised of the wrong newspaper being delivered for your Apt 201 to ensure your weekly Sun Sentinel 7 day deliveries each week. We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. Customer Service has processed the delivery complaints and credits but I have adjusted the account further of which extended your paid thru date an additional two weeks until May 19, 2024.

I tried to contact you by phone but reached your voice message. Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Customer Service Department at ************.

Thank you,
******
Executive Resolution Center

Customer response
05/15/2024
The problem has been resolved thank you
Initial Complaint
04/18/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I did not receive a delivery and was told that the six month subscription for $111 expired. The company never sent me a clearly stated renewal invoice with an offer. Instead, they sent me an advertisement with inflated offers which I threw out as a result of their chicanery to confuse me into paying there inflated rates. I was told I owe the Sentinel $95 retroactively to February. I never agreed to automatic renewals and the balance is zero. I was offered $111 for six months and this what I willing to pay going forward. This practice is fraudulent. When I raised this issue the agent who poorly speaks English refused to adjust the balance to zero [since was no agreement for this time-frame] and unilaterally refused to connect me to a supervisor. The Sentinels unethical behavior is a disgrace and an insult to our community. THIS COMPANY GETS ZERO STARS.
Business response
04/30/2024
April 30, 2024

Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with your former Sun Sentinel subscription.

Your feedback is acknowledged and your cancelled Sun Sentinel subscription has been reviewed. Please be advised that your account has been cancelled but subscriptions are continuous therefore the account deliveries would remain active until Customer Service is contacted to cancel the account. Due to the information provided within this BBB complaint, I have processed a credit adjustment for the full balance due of $90 therefore no further balance is outstanding currently. For any additional information associated with our Terms and Conditions, please refer to www.tribpub.com/tc.

Please do not hesitate to contact our Customer Service Department at ************ for any other concerns or need additional assistance.

Thank you,
******
Executive *****************
Customer response
05/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me with this follow up comment:
I accept your credit solution of $90. However, the Customer Service you outsource to is unprofessional and has no ability to resolve disputes such as this. This is demonstrated when she refuses to connect me to a supervisor and unilaterally decides the outcome. Going forward stop putting profits ahead of service and hire Americans who speak English and pay for it.

*********************************
Initial Complaint
04/09/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a subscription to the newspaper ************** this year the delivery service does not deliver the newspaper I keep calling the Sun Sentinel customer service department and all I get is LIP service 1- you will receive the paper the same day or the next day 2- the contractor will call me All their customer service department does is LIE like an expensive rug
Business response
04/23/2024

April 23, 2024

Our sincere apologies regarding any inconvenience or frustration associated with the Sun Sentinel.
The information you provided within this BBB Complaint and your Sunday only home delivery associated with the digital subscription is being reviewed and proper course of action will be taken, if needed. Your feedback regarding your customer experience is acknowledged. Please be advised since there are open routes concerns causing temporary delivery delays in the area at this time therefore your deliveries could be missed or received after standard delivery times. We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. Customer Service has processed the missed delivery complaints Customer Service will be contacting you within the next 7 business days to confirm your newspapers have been received as scheduled to your satisfaction.
In the meantime, should you have any further concerns or would like any further assistance, please do not hesitate to contact our Customer Service Department at ************.

Thank you,
******
Executive Resolution Center
Customer response
04/23/2024
THE ISSUE IS THAT THE COMPANY GETS A LIST FROM THE SUN SENTINEL WHO IS SUPPOSED TO GET A NEWSPAPER
UNFORTUNATELY IT SEEMS AS IF THE SUN SENTINEL FAILS TO GIVE THE CARRIER THE CORRECT INFORMATION
I KNOW THIS AS I SPOKE TO THE DRIVER
Initial Complaint
04/08/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was charged $32. For an auto renewal subscription from sun sentinel for which I never received an email in advance of the renewal. I called sun sentinel and was connected to an outsourced call center in ***************. I lodged a complaint about not having been advised of the upcoming auto renewal via email. I was told I could not cancel my subscription. I was upset by someone six thousand miles away telling me I can't cancel my subscription. Sun sentinel is not only telling me I can't cancel my subscription but also making it very difficult to cancel my subscription. Frustrated by this phone call, I wrote an email to them requesting subscription cancellation. No response. I wrote another email to ********************************************************************* today, requesting cancellation of my subscription. You can't cancel subscriptions online, they make you call to cancel subscription. This call can only be done during "business hours of 0900-1700. Sun sentinel is making it very difficult for a customer to cancel subscription let alone cancel auto renewal. It's wrong. They hook you in with a cheap initial subscription and don't advise you of upcoming auto renewal and dollar amount. To add insult to injury, they outsource jobs to *************** rather than hire local job seekers.
Business response
04/23/2024

April 23, 2024

Our sincere apologies regarding any inconvenience or frustration associated with your Sun Sentinel Wednesday and Sunday with unlimited digital access subscription.

The information you provided within this BBB Complaint and your home delivery account is being reviewed and proper course of action will be taken, if needed. After reviewing your subscription your account was enrolled with the ** Pay of which payments are automatically charged once the paid thru date has expired and an advanced payment notice was mailed to you two weeks prior to the payment processed. Due to your feedback and in the interest of fairness, a refund has been processed in the full amount of $32.85 which is the full amount of your last payment as well as your account cancellation dated April 23, 2024. Customer Service tried to contact you but reached your voicemail therefore an email was sent to you regarding this matter. Please allow up to 14 business days for this refund to process back to your credit card charged.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Customer Service Department at ************.

Thank you,
******
Executive Resolution Center

Customer response
04/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************

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