Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are snowbirds who are in Florida usually from November to the end of April and subscribe to the Sun Sentinel print edition and on line while we are in ************. We subscribed and paid for the paper on December 16, 2024 by phone and the payment cleared our **** card on December 17, 2024 for $90.18. We were told that the subscription would be good for 26 weeks which meant to the end of May, 2025. However, we have been getting emails and phone calls from the Sun Sentinel saying that we owe them money. They claim that the $90.18 was applied to monies owing for October to April 2024 and that a payment had been denied by our credit card for that on May 9, 2024. In an email we received om April 4, 2025, it says that the $90.18 was applied to monies owing for April 17, 2024 to September 17, 2024. We are not in Florida during that time period and would not have ordered or received the paper. In repeated phone calls I have made, including trying to speak to a supervisor, they have refused to accept the fact that we are not in Florida during the late spring, summer and early fall, and continue to insist that we owe them money. I am hoping that you can help us clear this up so that the Sun Sentinel stops harassing us and recognizes that we are are paid until June, 2025. At no time when we subscribed for this winter did they say we had an outstanding amount and we truly believe that we owe them nothing. We are tired of the harassment from them to get us to pay an amount which we do not owe. I hope I have explained this clearly and would ask you to contact me if you have any questions. Thank you, *****

  

  Business Response

  Date: 04/25/2025

  April 25, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your ******* Sentinel subscription. 
  
  The information you provided within this BBB Complaint regarding this concern and your feedback is being reviewed and proper course of action will be taken, if needed. After researching your ******* Sentinel account, it seems that the additional charges shorten the paid thru date associated with the subscription as well as a prior balance which should have been reviewed with you during your Customer Service contact. Due to your feedback and in the interest of fairness in the amount of $84.17 which has extended your paid thru date. Due to this adjustment, please disregard of any bill statements and/or contact as there are no longer valid. 
  
  For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  Customer Service will be contacting you directly within the next 5-7 business days to assist further with this concern. Once again, our sincere apologies for any inconvenience associated with this matter. In the meantime, if you should you have any further concerns or would like any further assistance, please do not hesitate to contact our ******* Sentinel Customer Service Department at ************.
  
  Thank you,
  ******
  Executive *****************

  Customer Answer

  Date: 04/25/2025

   
  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

  Date:03/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2023, the Sun Sentinel ******************** was called to renew my subscription after they decided to send me an inflated bill for service. I explained that I wanted to support the paper but only wanted the digital subscription. They explained that the least expensive option for digital was to take the Wed and Sun papers, and the digital would come with that package. We agreed on an annual price of $63.50 for January 2023 to January 2024.On June 8th, 2023, I found Sun Sentinel had billed my credit card $62.39. I called, and they changed the expiration date to Jan 2025 because the new change paid for an additional year.I received a bill on Jan 15th, 2025 for new inflated rates of 8 weeks = $29.42 etc. I called on Jan 30th 2025 and said I'd like the rate I have for the 2 prior years and I was ****** told "that's not going to happen" to which I responded "cancel my subscription.They then sent me to collections saying I owed them $27.29 (I only had the paper for 15 days past my subscription end date.This is not the 1st time I have had this company lie and change their story. Buyer beware of the Sun Sentinel.The sad part about this is that I am a supporter of the Newspaper, but just cannot take these deceptive practices anymore.

  

  Business Response

  Date: 03/25/2025

  March 25, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your former Sun Sentinel Thursday and Sunday print and 7 day digital subscription.
  
  The feedback and information you provided within this BBB complaint as well as your cancelled account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable.   Please be advised that after reviewing your account and in the interest of fairness due to your dissatisfaction with company policy associated with your subscription, a credit adjustment of any balance due has been processed in the amount of $25.50 therefore no further outstanding balance is reflected at this time. Please disregard any prior bill statements as the would no longer be valid due to this adjustment.
  
  Please be advised that all subscriptions are continuous and may be cancelled at any time. Your account was cancelled effective January 31, 2025 due to your request. Also, as per your account's terms and conditions, future prices may be higher associated with your subscription. We reserve the right to increase rates at any time. You will be notified in advance of any change in rates and your credit card statements are your proof of payment.

  For any additional information associated with our Terms and Conditions associated with your former subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  

  Once again, our sincere apologies for any inconvenience associated with this matter. If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Sun Sentinel Customer Service Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  

  
  

  Customer Answer

  Date: 04/16/2025

   
  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

  Date:02/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Sun Sentinel, and its parent company ******************, are not meeting their own Terms and Conditions, which state that canceling a subscription can be done by "calling the appropriate number or sending an email to the appropriate email address listed in Section 12 (Contact Us) below;" however, no email addresses are provided for any of the companies. The T&C also says that subscriptions may be able to be canceled through the website; this is not true for the Sun Sentinel. Thus, the only way to cancel is the customer service phone line. Additionally, no written confirmation of cancellation is provided, and no confirmation information was provided to be until I requested the confirmation number for the cancellation. I wouldn't be surprised if they try to continue billing as if never cancelled.

  

  Business Response

  Date: 03/04/2025

  March 4, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with the Sun Sentinel. The feedback and information you provided within this BBB complaint as well as your cancelled account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable.  After reviewing your feedback please be advised that your former subscription was cancelled on the same day it was started on February 19th.  This subscription was cancelled during your Customer Service contact on February 18, 2025 of which you indicated you wanted to read an online Sun Sentinel article. No payments have been processed. Please be advised that if you Scroll down to the bottom it lists all the Sun Sentinel Customer Service information associated with the corresponding phone number at ************ and email address *********************************************************************************************** is reflected.
  
  All subscriptions are continuous, which means your subscription will continue and you will be billed until you contact us to cancel. To cancel or make changes to your subscription, please call customer service at ************. We do not accept written correspondence sent by U.S. Mail or otherwise. You will be charged for all service prior to cancellation. Future prices may be higher, and we reserve the right to increase prices at any time. You will be notified in advance of any change in price. Supply Chain surcharges may apply. For more details and to view the Complete Subscriber Terms and Conditions go to *********************************.
  
  Also, subscriptions are subject to Subscriber Terms and Conditions including a mandatory arbitration clause (Terms). To opt-out please see the Terms. The most up to date version is always available at *************************. Your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Sun Sentinel Customer Service Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  
  
  

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22956163
  
  I am rejecting this response because:

  *********************************************************************************************** is a website, not an email address. There is no email address provided at that website. You are not complying with your own terms and conditions. 

  Additionally, there is no way to cancel membership through that page or through "My Account" on your website. The only means to cancel an account is via telephone. This does not comply with your T&C. 

  Sincerely,
  
  M ******

  

  Business Response

  Date: 03/13/2025

  March 13, 2025
  
  Once again, sincere apologies regarding any inconvenience or misunderstanding associated with the Sun Sentinel. The feedback and information you provided within this BBB complaint as well as your cancelled account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable.  After reviewing your feedback please be advised that your former subscription was cancelled on the same day it was started on February 19th.  This subscription was cancelled during your Customer Service contact on February 18, 2025 of which you indicated you wanted to read an online Sun Sentinel article. No payments have been processed. Please be advised that if you Scroll down to the bottom it lists all the Sun Sentinel Customer Service information associated with the corresponding phone number at ************ and email address *********************************************************************************************** is reflected.  You can log in with your credentials and manage your subscription online as well as request a cancellation.
  
  All subscriptions are continuous, which means your subscription will continue and you will be billed until you contact us to cancel. To cancel or make changes to your subscription, please call customer service at ************. We do not accept written correspondence sent by U.S. Mail or otherwise. You will be charged for all service prior to cancellation. Future prices may be higher, and we reserve the right to increase prices at any time. You will be notified in advance of any change in price. Supply Chain surcharges may apply. For more details and to view the Complete Subscriber Terms and Conditions go to *********************************.
  
  Once again, please be advised that all subscriptions are subject to Subscriber Terms and Conditions including a mandatory arbitration clause (Terms). To opt-out please see the Terms. The most up to date version is always available at *************************. Your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Sun Sentinel Customer Service Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  
  

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about August 6, 2024, I signed up for 6 months of online subscription to Sun-Sentinel. In January 2024, I went to my Sun-Sentinel online profile to find out how to cancel auto-pay and auto-renew; I could not find out how to do this or remove my billing information so I submitted a message through their online portal asking that they not auto renew. I told them I wanted to cancel, but wanted to receive the rest of the current subscription. Based on their response I understood it that I would continue to receive the rest of the subscription and it would not renew. On February 6th I was still receiving Sun-Sentinel emails and on February 7, 2025, I saw a charge for $23.96 on my card for Sun-Sentinel. When I contacted Sun-Sentinel about a refund since I asked them not to auto renew, I was told that it was non-refundable and that my current subscription would end March 6, 2025. I am asking for a full refund of $23.96 since I very clearly on January 24, 2025 (before the subscription renewed) told them to cancel my subscription and that I did not want it to auto-pay or auto-renew.

  

  Business Response

  Date: 02/24/2025

  
  February 24, 2025
  
  Our sincere apologies regarding any inconvenience or frustration associated with your former digital Sun Sentinel subscription.
  
  The feedback and information you provided within this BBB complaint as well as your  account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. After reviewing your subscription, it seems that your digital subscription was stopped effective February 19, 2025 after your Customer Service contact. Our refund policy reflects that any cancellation will take effect at the end of the then-current subscription term and payments are non-refundable. We reserve the right, however, to issue refunds or credits at our sole discretion. If we issue a refund or credit in one instance, we are under no obligation to issue the same refund or credit in the future.  It seems that since you disputed the $23.96 payment charge for your next bill cycle, this payment was returned back to you so no further refund can be processed from this payment as it was returned back to your credit card in the full amount of the payment charged.  A credit adjustment has been processed in the amount of $11.12 for dates of service received from February 6, 2025 thru February 18, 2025 therefore no further balance is reflected on this account at this time.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Sun Sentinel Customer Service Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  
  
  

  Customer Answer

  Date: 02/24/2025

  Sun Sentinel is not acknowledging the cancellation request made on January 24, 2025, and are claiming part of the $23.96 which was improperly charged on or about February 6 or 7th. After my January 24, 2025 letter, it seemed that I did not need to do anything further and the cancellation would take place at the end of my current term. Instead it auto-renewed, explicitly against my request for them to not auto-renew. I at some point thereafter went to the client portal and saw how to manually cancel it after they charged me the $23.96 renewal. If Sun Sentinel failed to promptly cancel the subscription (that I asked them not to renew in the first place), I should not have to foot the bill for any of it--they failed to immediately cancel the subscription. This transaction is currently being disputed with my ********** (the charge has been reversed, but the investigation is ongoing). I do not agree that I owe Sun Sentinel anything after explicitly telling them to not renew. Please see the email chain I originally provided to support what was stated above.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22921212
  
  I am rejecting this response because:Sun Sentinel is not acknowledging the cancellation request made on January 24, 2025, and are claiming part of the $23.96 which was improperly charged on or about February 6 or 7th. After my January 24, 2025 letter, it seemed that I did not need to do anything further and the cancellation would take place at the end of my current term. Instead it auto-renewed, explicitly against my request for them to not auto-renew. I at some point thereafter went to the client portal and saw how to manually cancel it after they charged me the $23.96 renewal. If Sun Sentinel failed to promptly cancel the subscription (that I asked them not to renew in the first place), I should not have to foot the bill for any of it--they failed to immediately cancel the subscription. This transaction is currently being disputed with my ********** (the charge has been reversed, but the investigation is ongoing). I do not agree that I owe Sun Sentinel anything after explicitly telling them to not renew. Please see the email chain I originally provided to support what was stated above.
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 03/06/2025

  March 6, 2025

  Once again, sincere apologies regarding any inconvenience or frustration associated with your former digital Sun Sentinel subscription.
  
  The additional feedback and information you provided within this BBB complaint as well as your  account has been reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. After reviewing your subscription, it seems that your digital subscription was stopped effective February 19, 2025 after your Customer Service contact. Our refund policy reflects that any cancellation will take effect at the end of the then-current subscription term and payments are non-refundable. We reserve the right, however, to issue refunds or credits at our sole discretion. If we issue a refund or credit in one instance, we are under no obligation to issue the same refund or credit in the future.  All subscriptions are CONTINUOUS, which means your subscription will continue and you will be billed until you contact us to cancel. To cancel or make changes to your subscription, please call customer service at ************. We do not accept written correspondence sent by U.S. Mail or otherwise. You will be charged for all service prior to cancellation. Future prices may be higher, and we reserve the right to increase prices at any time. You will be notified in advance of any change in price. Supply Chain surcharges may apply. For more details and to view the Complete Subscriber Terms and Conditions go to *********************************.
  

  It seems that since you disputed the $23.96 payment charge for your next bill cycle, this payment in the amount of $23.96  was returned back to you so no further refund can be processed from this payment as it was returned back to your credit card in the full amount of the payment charged.  A credit adjustment has been processed in the amount of $11.12 for dates of service received from February 6, 2025 thru February 18, 2025 therefore no further balance is reflected on this account at this time. Please disregard any bill statement received at this time as it is no longer valid.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Sun Sentinel Customer Service Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22921212
  
  I am rejecting this response because:

  Sun Sentinel is willfully ignoring the email I provided where I told them I did NOT want the account to auto-renew or auto debit. I stated that I did not use the online cancellation option because I did not want it to terminate before the end of the subscription. The response I received from Sun Sentinel did not indicate that I needed to do anything further in order to cancel the subscription; because of this I did not expect for it to renew. However Sun Sentinel (against my explicit wishes) renewed my subscription after its expiration on or about February 6/7, 2025. Only after the auto renewal (that I explicitly told them not to do in the attached email chain) and Sun Sentinel's refusal to cancel and refund the February-March 2025 charge did I personally cancel the subscription on February 19, 2025; I did this when I saw that I continued to get emails from Sun Sentinel.

  Since I very clearly stated in my email that I did not want the account to auto renew and my card should not be auto debited, I dispute and refuse to pay any charges occurring after the original expiration on or about February 6/7, 2025. This includes any partial payments Sun Sentinel is claiming. The fees are created solely by them ignoring my January 2025 email telling them to NOT auto renew the subscription and NOT auto debit my account after the subscription expired.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:02/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we originally signed-up for the paper 1/3/23 the rate was ~$20 every 6 weeks for the Wed/Sun editions ($1.67 ea). We knew this was an intro rate and would go up although we were not too worried as the contract we signed clearly stated we would be notified of any price increase and could cancel anytime (neither turned out true).Since then we have been renewed 15 times and have only received 1 renewal notice back on 9/10/23 (total spend ~$700). There has been no rhyme or reason to the price they are charging us on renewal which has been as high as $83.33 ($6.92 ea which is higher than the newsstand price of $5.25). Since you can't cancel online, every time I call (if they aren't closed for a holiday) I ask for any proof of notification of the increase or even a bill which they have yet to provide.Eventually I was able to cancel and also had my credit card company refund me the 2 most recent charges ($136.16). I am still getting calls from Sun Sentinel to renew at $1 despite having a balance with them in the amount of what the credit card company refunded, when I asked what my rate would go up to after the intro period they said they had no *******'s a complete scam that unfortunately impacts ******'s in our area who order this paper, I have no issues like this with my ******************** The Sun Sentinel violates their own terms of service by not providing notice of increases which makes complete sense on their end as they are just making up any price they can get away with. They also violate their terms of service offering the ability to cancel anytime, simply untrue since you have to call in and their call centers are often closed.

  

  Business Response

  Date: 02/19/2025

  February 19, 2025

  
  Our sincere apologies regarding any inconvenience or frustration associated with your former Sun Sentinel Wednesday and Sunday home delivery with 7 day digital subscription.
  
  The feedback and information you provided within this BBB complaint as well as your  account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. After reviewing your weekly rate for your Wednesday and Sunday with digital access it seems that your promotional rate was applicable for your 13 week bill cycle of which the next available rate was applied.  Your subscription is continuous, and the account would have been billed until cancellation was requested. Please be advised that future prices may be higher, and we reserve the right to increase prices at any time. Customer will be notified in advance of any change in price as reflected in your bill statements and advanced notices associated with your billing for your subscription.  Your weekly rate is associated with your discounted promotional offer of $3.71 per week for Wednesday and Sunday print home delivery along with 7 day digital access. Your promotion had increased to $5.99 per week in September 27, 2024 of which the weekly rate was lowered during your Customer Service contact on December 1, 2024. Since your account was associated with the automated EZ Payment program the ***************************************************************************************************************************************** the total amount of $136.16 as well as a refund of the same payment in the amount of $83.33 as of date November 29, 2024.  Additional adjustments in the amount of $103.42 were processed to accommodate any outstanding balance due associated with the delivery service received as no payments were received on this account since last payment dated October 7, 2024.  There are no other complaints associated with delivery therefore all deliveries were received to your residence. In the interest of fairness, there are no further balance reflected on your account therefore please disregard any prior bill statements as they are no longer valid.
  
  Subscriptions are subject to Subscriber Terms and Conditions including a mandatory arbitration clause (Terms). To opt-out please see the Terms. The most up to date version is always available at *************************. Your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.  
  
  In the meantime, if you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Sun Sentinel Customer Service Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  
  

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22913782
  
  I reject your response. Please review the charges, I was charged roughly every 6 weeks not 13 weeks as you mentioned for the Wed/Sun Service. I fully understand that the price can change at any time, so while technically you could legally triple the price even above the retail rate as you did, per our contract and your own statement you are required to notify me "in advance of any change in price as reflected in your bill statements and advanced notices associated with your billing for your subscription.".

  As I stated in my original complaint and which you never addressed, I only received one price increase notification back in 2023 and I never received a bill despite asking customer service multiple times for one. Given this you are contractually obligated to refund me for all the payments above the orginal rate that were increased without any notification. This is a recurring theme across multiple reviews of this business, shame on Sun Sentinel, clearly not sending notification is how you make your money 

  Please refund the price difference on all payments since the original notification or provide proof I was notified (I checked my spam folder, nothing there).

  Sincerely,
  
  **** *********

  

  Business Response

  Date: 03/12/2025

  March 12, 2025

  Once again, sincere apologies regarding any inconvenience or misunderstanding associated with your former Sun Sentinel Wednesday and Sunday home delivery with 7 day digital subscription.
  
  The additional feedback and information you provided within this BBB complaint as well as your cancelled account has been reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. After reviewing your weekly rate for your Wednesday and Sunday with digital access it seems that your promotional rate was applicable for your 13 week bill cycle of which the next available rate was applied.  Your subscription is continuous, and the account would have been billed until cancellation was requested. Please be advised that future prices may be higher, and we reserve the right to increase prices at any time. Customer will be notified in advance of any change in price as reflected in your bill statements and advanced notices associated with your billing for your subscription.  Your weekly rate is associated with your discounted promotional offer of $3.71 per week for Wednesday and Sunday print home delivery along with 7 day digital access. Your promotion had increased to $5.99 per week in September 27, 2024 of which the weekly rate was lowered during your Customer Service contact on December 1, 2024. Since your account was associated with the automated EZ Payment program the ************************************************************************************************************************************* the total amount of $136.16 as well as a refund of the same payment in the amount of $83.33 as of date November 29, 2024.  Additional adjustments in the amount of $103.42 were processed to accommodate any outstanding balance due associated with the delivery service received as no payments were received on this account since last payment dated October 7, 2024.  There are no other complaints associated with delivery therefore all deliveries were received to your residence. In the interest of fairness, there are no further balance reflected on your account therefore please disregard any prior bill statements as they are no longer valid.  
  
  Please be advised that your former subscription was subject to Subscriber Terms and Conditions including a mandatory arbitration clause (Terms). To opt-out please see the Terms. The most up to date version is always available at *************************. Your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.  
  
  In the meantime, if you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Sun Sentinel Customer Service Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  
  

  Customer Answer

  Date: 03/13/2025

  It is a little unclear with all the details in their response, it sounds like they have waived the remaining balance on the account related to me refuting 2 of the payments with my credit card. While they still overcharged me across multiple months I don't have any hope to get that back from them so if my balance is indeed $0 I am ready to close.

  From their last response "In the interest of fairness, there are no further balance reflected on your account therefore please disregard any prior bill statements as they are no longer valid."

  Customer Answer

  Date: 03/24/2025

   
  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. While it is clear I was overcharged month after month without receiving any renewal notices per our contract and I hope they change their misleading practices, since Sun Sentinel removed the outstanding balance on the account per their statement below I am fine dropping the issue.

  "In the interest of fairness, there are no further balance reflected on your account therefore please disregard any prior bill statements as they are no longer valid.  "
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:02/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an online subscription to the Sun Sentinel. Periodically the rate changes and I call to try to get a better rate. I noticed this that the sun sentinel has been charging me at both the higher rate and the lower rate every month for the last year and a half. I am a senior (84 years old) and I try to check my **** bill but since they are billing on different days of the month I never noticed. I have contacted the Sun sentinel and they refuse to credit my account for the double charges.

  

  Business Response

  Date: 02/27/2025

  February 27, 2025
  

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

  The feedback and information you provided within this BBB complaint as well as your  account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. After reviewing your feedback, it seems you signed up online using two different email addresses on two different accounts associated with emails *********************** and ********************* These accounts were started online by the User while setting up the subscription. Please be advised that as per our refund policy, any cancellation will take effect at the end of the then-current subscription term and payments are non-refundable. We reserve the right, however, to issue refunds or credits at our sole discretion. If we issue a refund or credit in one instance, we are under no obligation to issue the same refund or credit in the future. In the interest of fairness due to your claims, I have processed a credit adjustment in the amount of $240.00 which would provide a refund of your last 6 payments from September 1, 2024 thru dated February 16, 2025. This refund will be applied back to your credit card charged within the next 5-7 business days due to standard processing times associated with this circumstance.  Thank you for speaking with me today to discuss this matter.

  
  For any additional information associated with our Terms and Conditions associated with your subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  

  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Sun Sentinel Customer Service Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  
  

• Initial Complaint

  Date:02/01/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sun Sentinel sends unwanted marketing emails to my address. These are received frequently, sometimes more than one per day. I have followed their instructions on unsubscribing using a link at the bottom of each email. I have done this on at least six different occasions over the past several months but the emails keep coming.

  

  Business Response

  Date: 02/13/2025

  February 13, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with the  Sun Sentinel.
  
  The information you provided within this BBB Complaint as well as your feedback is being reviewed and proper course of action will be taken, if needed.  Your email address has been unsubscribed to stop all emails and designated as "Do Not Email" in our system. Your request has been expedited for this matter.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Sun Sentinel Customer Service Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  

  Customer Answer

  Date: 02/13/2025

   
  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

  Date:01/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my subscription many months ago.I receive multiple daily calls from the Sun Sentinel offering subscriptions even though I asked them to stop contacting me.

  

  Business Response

  Date: 02/13/2025

  February 13, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with the  Sun Sentinel.
  
  The information you provided within this BBB Complaint as well as your feedback is being reviewed and proper course of action will be taken, if needed.  Your phone number has been removed to stop all calls and designated as "Do Not Call" in our system. Your request has been expedited for this matter.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Sun Sentinel Customer Service Department at ************.
  
  Thank you,
  ******
  Executive *****************

• Initial Complaint

  Date:01/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have NEVER subscribed to this newspaper. I have NEVER once viewed this newspaper. I just realized they have charged me $599.36 without my knowledge or consent. I challenge them to show me any proof of my subscribing to their service. I challenge them to show me ONE time I have ever logged into their system to view this newspaper. I want a complete refund. I have contacted them multiple times with ZERO replies.Nov 01, 2024$40.00 Oct 04, 2024$40.00 Sep 06, 2024$40.00 Aug 09, 2024$40.00 Jul 12, 2024$40.00 Jun 14, 2024$27.96 May 17, 2024$27.96 Apr 19, 2024$27.96 Mar 22, 2024$27.96 Feb 23, 2024$27.96 Jan 26, 2024$27.96 Dec 29, 2023$27.96 Dec 01, 2023$27.96 Nov 03, 2023$27.96 Oct 06, 2023$27.96 Sep 08, 2023$27.96 Aug 11, 2023$27.96 Jul 13, 2023$15.96 Jun 15, 2023$15.96 May 18, 2023$15.96 Apr 20, 2023$15.96

  

  Business Response

  Date: 02/06/2025

  February 6, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your former Sun Sentinel subscription.
  
  The feedback and information you provided within this BBB complaint as well as your cancelled account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. Please be advised that after researching your concern an online order was placed associated with your email address and credit card information of which were inputted online and uploaded into our automated system for unlimited Sun Sentinel digital access. It seems during your Customer Service contact on November 8, 2024 this was discussed with you when your account was cancelled due to your request effective the next available date of November 10, 2024.  Your monthly credit card statement is your receipt of this subscription each month reflective of your digital account. A refund was processed in the amount of $27.14 at the time of cancellation which was refunded back to the credit card charged dated November 12, 2024. Also, you disputed the last payment charged in the amount of $40.00 which was processed by your credit card company dated January 29, 2025.
  
  Please be advised that as per our Terms and Condition as well as our company disclaimers that all billing disputes must be received by phone or in writing within 120 days of the statement date. Disputes received after this timeframe will not be eligible for review. Any cancellation will take effect at the end of the then-current subscription term and payments are non-refundable. We reserve the right, however, to issue refunds or credits at our sole discretion. If we issue a refund or credit in one instance, we are under no obligation to issue the same refund or credit in the future.
  
  After reviewing your cancelled subscription and in the interest of fairness after your Customer Service contact on November 8, 2024, I have processed an additional refund back to your credit card charged reflective of all payments from the last year from October 2023 through November 2024 in the amount of $411.64 which has the prior refund from November 2024 and disputed return payment deducted from the balance. This additional discretionary refund in the amount of $411.64 will be returned back to your credit card charged within the next ***** business days due to standard processing times. 
  
  For any additional information associated with our Terms and Conditions associated with your subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Sun Sentinel Customer Service Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  

  Customer Answer

  Date: 02/06/2025

   
  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

  Date:01/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The sun sentinel started charging me for a subscription in December 2024. They charged me twice in December. I called and told them I want to cancel the subscription as I had never requested it and refund my money. See Ref # BN11191230. They supposedly refunded only one of the charges and never canceled my subscription, charging me again in January 2025. I just called to cancel again and requested another refund. See ref# BN14230103. I have not been a customer since 2023. I want to make sure any and all subscriptions are canceled and I want a refund for all funds they stole from me.

  

  Business Response

  Date: 01/17/2025

  
  January 17, 2025
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with the Sun Sentinel.
  
  The feedback and information you provided within this BBB complaint as well as your  account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. After reviewing your subscription, it seems your subscription was cancelled effective January 5, 2025 and two out of the three payments were refunded even though your digital access was provided during those dates of service.  In the interest of fairness, I have processed an additional refund in the amount of $19.96 on January 16, ********************************************************** the amount of $59.88. Please allow 7-10 business days for this refund to be applied back to your credit card charged.  Please be advised that any cancellation will take effect at the end of the then-current subscription term and payments are non-refundable. We reserve the right, however, to issue refunds or credits at our sole discretion. If we issue a refund or credit in one instance, we are under no obligation to issue the same refund or credit in the future.
  
  For any additional information associated with our Terms and Conditions associated with your subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
  
  If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Sun Sentinel Customer Service Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  
  
  

  Customer Answer

  Date: 01/17/2025

   
  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,
  
  ****** *******