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:06/09/2022

  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 signed up for a digital subscription for a price of $1.21. I dont check my statements regularly and just noticed that they have bene charging me $15.96 per month since January. I have called and cancelled, but they said it is what it is on what they have charged me so far. I did not receive any notice of the monthly charge prior to it posting. I did not get any renewal notices and when I go to manage my subscription there is no information on when and how much I will be charged. I called and cancelled this morning, since there is no option to do so online. I was offered a new price of 25 cents a week for 26 weeks which I declined based on principal of being charged almost $80 in six months which apparently nothing can be done about.To me this seems like a bait and switch situation, and if I had noticed immediately would have brushed it off as $15 down the drain, but I'm sure this is happening to many others and frankly it's just dishonest. That's fine if the price changes, but you need to send a notice. The person I spoke to on the phone claims they did, but I get several emails a day from the sun sentinel with news stories etc and have never seen one regarding billing.

  

  Business Response

  Date: 06/21/2022

  June 21, 2022

  
  Our sincere apologies for any misunderstanding or inconvenience associated with your former digital subscription to the Sun Sentinel.

  
  Please be advised all our disclaimers that affect your account are noted on our Billing Statements and Special Offers.  All promotional rates are subject to change and your advanced billing notice advises you of the amount processed each billing cycle. The next available rate was $3.99 per week on your 4-week **** cycle of which was presented on our website as well as all our advanced notices. Our records reflect an advanced notice postcard was sent  to you on approximately January 9th to notify you of the next processing charge after the promotional period had ended.
  
  Reviewing the information you provided,along with your account history, I was able to process several adjustments to your former account.  A total refund in the amount of $79.80 was processed back to your credit card on file to accommodate your concerns in accordance with our procedures and disclaimers.  Please allow ***** business days for the refund to be credited back the credit card charged.
  
  Again, we apologize for any misunderstanding this has caused. If you would like any further assistance, you may contact our Sun Sentinel Customer Service Department at ************.
  
  Sincerely,
  ******
  Executive Resolution Center

  Customer Answer

  Date: 06/22/2022

   
  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:06/08/2022

  Type:Delivery 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.

  New subscribers for a Memorial Day special, 26 weeks run, physical copies delivered on Sundays and Wednesdays. Tried to resolve patiently the delivery issue over a dozen phone calls to a foreign country, alway "so sorry" people at the other end, consecutively I attempted to contact customer service via email for same delivery problem, no answer. It's a shame for a business like the Sun Sentinel to treat customers in such way.Stopping paiement from amex would be so easy, but I'm wondering if I can wake up someone at the helm.

  

  Business Response

  Date: 06/21/2022

  June 21, 2022

  
  Please accept our sincere apologies for any ongoing frustration or inconvenience you have been experiencing with your missed Wednesday and Sunday Sun Sentinel newspaper deliveries. 
  
  Your delivery concern regarding your ongoing missed deliveries are being reviewed with your local Distributor. Please be advised there are currently open routes and Production concerns causing ongoing delivery delays in the area at this time therefore your deliveries may be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to your delivery concerns in your local delivery area. 
  
  After reviewing your subscription, Customer Service had processed a cancellation on your account effective June 14th and issued a refund in the remaining balance of $22.74 back to your credit card charged. After per our discussion today, you agreed to restart your Wednesday and Sunday subscription effective Wednesday, June 22,2022. I have processed an additional refund in the amount of $8.70 of which will be applied within the next ***** business days to total to the last payment on your account.  ************ agreed to restart the account for the next two weeks free of any additional charges contingent on continuing if deliveries are received to his satisfaction.  I will contact ************ next week to confirm satisfaction as well as next course of action.

  
  Again, we apologize for any inconvenience this has caused and appreciate your patience as we work in getting this matter resolved.  If you would like further assistance, you may contact our Sun Sentinel Customer Service Department at ************.
  
  Sincerely,
  ******
  Executive Resolution Center

  Customer Answer

  Date: 06/22/2022

   
  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:06/03/2022

  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 am POA for my 89yo mother Faith R********* who receives the Sun Sentinel newspaper in ***************, Florida. I live in *****. From 1/24/2021 until 1/24/2022 my mother had funds debited from her bank account via autopay, yet did not receive a newspaper for the entire year. I only became aware of this when I happened to ask if she was still enjoying her newspaper.I have contacted the Sun Sentinel 9 times since 1/24/2022 and have been told each time that the *********************** would contact me in 24 to 48 hours. The newspaper did resume delivery the day after my first call showing that an action was taken to correct the delivery issue.My mother was billed:$159.91 on 12/11/2020 (44 days prior to delivery failure, 41 days after delivery failure, approx $80 in non-delivered papers),$172.31 on 3/5/2021,$176.08 on 5/25/2021,$176.10 on 8/12/2021,$176.10 on 11/2/2021,For a total of $780.55 paid for newspapers never delivered.Her account was next charged $221.19 on 1/25/2022 prompting me to ask her if she was still enjoying her paper and thus making me aware that she was not receiving the papers she was paying for through her autopay.I have requested a refund check to be sent to Faith R********* c/o *****************************, ******************************************************************* several times. I have confirmed that they have the correct address to mail the check.I finally had to cancel delivery of the paper and the autopay debit on 4/29/2022 to prevent the next billing cycle due on 4/30/2022.On 5/4/2022 I informed the Sun Sentinel that I would be filing a complaint with the BBB if I did not receive a check....after my 9th call. I have waited another month before filing this complaint.Thank you for your assistance.-*****************************, ********************************************************************** POA for ************************* address: ***************************************************************************************************, Florida ***** Sun Sentinel Account # **********

  

  Business Response

  Date: 06/16/2022

  June 16, 2022

  
  Our sincere apologies for any inconvenience or misunderstanding with your mothers former home delivery Sun Sentinel subscription.

  
  After reviewing the details provided within your BBB Complaint, as well as researching your mothers account, no missed delivery complaints were processed onto this account as indicating consistent missed deliveries as per our standard procedure.  When you did contact Customer Service to indicate you stating this claim, it was forwarded to the Distributor to verify with the delivery person if the newspaper deliveries were delivered as scheduled.  The delivery person confirmed delivering newspapers to the Assisted Living Facility of which your mother resides which is the delivery address for this subscription. The long-standing delivery person has confirmed that he was being directly contacted by the customers family and delivering two newspapers to the facility to ensure that the newspaper was received. This residence is an Assisted Living facility with multiple residents receiving the Sun Sentinel deliveries of which the newspaper is being delivered, as indicated.

  
  As we would like to be fair in our resolution, I have processed a refund of the last payment processed dated January 23, 2022 in the amount of $221.19. This refund will be processed back to the credit card charged and should be applied within the next ***** business days. Our standard procedure for refund processing is to refund the monies back to the customer the same way it is received of which was a credit card payment.

  
  I have tried to reach you directly but have reached your voicemail. If you would like any further assistance,please reach out to the Sun Sentinel Customer Service Department at ************.

  
  Sincerely,
  ******
  Executive Resolution Center

  Customer Answer

  Date: 06/17/2022

   
  Complaint: 17316294
  
  I am rejecting this response because:

  The response from the Sun Sentinel contains several statements that are not factual.

  1) It is true that no missed delivery complaints were processed during the full year of non-delivery.  My 89yo mother resides in Florida and was not aware that her bank account continued to be charged.  I am her POA, I manage all her finances for her, and I live in *****.  I was not aware that she was not receiving the newspaper that she was paying for through auto-pay.  I did not become aware of the non-delivery issue until 1/25/2022 and reported it immediately.  Newspaper delivery resumed to her apartment door the first day AFTER my report of non-delivery.

  2) The longstanding delivery person was NOT ever contacted by this customer's family.  He must be thinking of another customer.

  3) Both before and after the one year non-delivery period, newspapers were delivered directly to her apartment door and NOT to the assisted living community.  She would have noticed a pile of one year's worth of newspapers in the hallway outside of her apartment door.

  4) The Sun Sentinel owes my mother $176.10 from 11/2/2021, plus $176.10 from 8/12/2021, plus $176.08 from 5/25/2021, plus $172.31 from 3/5/2021, plus half of the $159.91 from 12/11/2020.  I calculate the Sun Sentinel owes her $780.55.  If the Sun Sentinel truly wants "to be fair in our resolution", they would refund her the total $780.55 paid for undelivered newspapers and not just the last payment of $221.19.  

  5) By offering to refund the payment of $221.19, it appears to me that the Sun Sentinel recognizes that there was a non-delivery issue as I initially reported.

  6) I believe that the Sun Sentinel owes my mother an additional refund of $559.36.  That would bring the total refund to $780.55, including the $221.19 refund reportedly already in process.

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

  

  Business Response

  Date: 07/04/2022

  July 4,2022

  
  Once again, our sincere apologies for any inconvenience or misunderstanding with your mothers former home delivery Sun Sentinel subscription.

  
  After further review it seems your mothers account has been an active subscription for many years at this Assisted Living facility residence and our records reflect since 2015 your mothers account has been enrolled in the automated EZ Pay program.  Also, the last credit card update for the expiration date was processed on February 2021 so customer(s) are aware of the criteria of this program.  As no missed delivery complaints were processed during that time frame allowable for complaint processing, and our delivery person verified deliveries to this Assisted Facility for your mothers account, we do not agree to your claims but would like to come up with a fair resolution to your request. Missed deliveries need to be processed within a specific time frame for credit and resolution as per our standard procedure. As this is an Assisted Living facility residence,  there is no guarantee for the apartment door delivery as the facility determines delivery rules especially at times during COVID  restrictions. This residence is an Assisted Living facility with multiple residents receiving the Sun Sentinel deliveries of which the newspaper is being delivered, as indicated.

  
  Upon further review of your request,it has been determined the fair resolution would be to a total of 6 months refund of your mothers **** charges to be refunded back to her credit card charged.  This would equate to another refund of which I will processed in the amount of $176.10.  Therefore, with the previous refund in the amount of $221.19 processed on June 21st, along with this new refund, the final total 6-month refund would equate to $397.29. This refund will be processed back to the credit card charged and should be applied within the next ***** business days. Our standard procedure for refund processing is to refund the monies back to the customer the same way it is received of which was a credit card payment.

  
  I have tried to reach you directly but have reached your voicemail. If you would like any further assistance,please reach out to the Sun Sentinel Customer Service Department at ************.

  
  Sincerely,
  ******
  Executive Resolution Center

  Customer Answer

  Date: 07/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is 50% satisfactory to me.
  

  However, I feel the Sun Sentinel (and the parent company Chicago Tribune) provided terrible customer service.  They did call 3 times, but all calls were spaced 11 or 12 days apart.  They never left a call back extension so each time I returned the call I was not able to reach ******.  She then returned my call 11 or 12 days later.  They clearly hid behind a wall of bureaucracy and did not make a sincere attempt to resolve this complaint until I filed the BBB complaint.

  We have now been promised a 50% refund for a year of non-delivery.  What would have happened to an 89yo senior citizen who did not have an aggressive, persistent advocate to pursue a "fair" refund?  Shame on the Sun Sentinel/Chicago Tribune for taking advantage of an 89 year old customer.  Though their offer is only 50% of the funds debited from the account, I have decided that I have made a maximal effort to get this far and that the Sun Sentinel/Chicago Tribune does not feel they need to fund the full amount even though they clearly did not complete their side of the contract.

   

  Thank you to the BBB for providing a portal that finally pressured the Sun Sentinel/Chicago Tribune to respond, even if only 50%.

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

• Initial Complaint

  Date:06/03/2022

  Type:Customer Service 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 a subscription ending june 8 2022. Paid in full. The last issue i received was may 29 2022. I have called customer service 3 times a day, getting assured, the issue would be resolved, and i would get my paper. No one ever comes back for redelivery. I also renewed my subscription for another year ending june 2023. Paid in full. The sun sentinel customer service is lousy. They do no care about their customers.

  

  Business Response

  Date: 06/16/2022

  June 16, 2022
  
  Please accept our sincere apologies for any ongoing frustration or inconvenience you may have experienced with your home deliveries of your Sun Sentinel newspaper. Thank you for your most recent payment and being a valued Sun Sentinel subscriber.
  
  Your delivery concern regarding your missed deliveries will be reviewed with your local Distributor. Since there are open routes and Production concerns causing delivery delays in the area at this time, your deliveries may be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to your delivery concerns in your local delivery area. 
  
  After reviewing your subscription, Customer Service has processed your missed delivery complaints and credit adjustments. No further complaints have been processed since June 6th on your home delivery account. Customer Service will contact you next week to follow up on your Sun Sentinel deliveries as your customer satisfaction is of our utmost importance. I contacted you by phone but reached your voicemail to discuss your concern.

  
  Again, we apologize for any inconvenience this has caused and appreciate your patience as we work in getting this matter resolved.  If you would like further assistance, you may contact our Sun Sentinel Customer Service Department at ************.
  
  Sincerely,
  ******
  Executive Resolution Center

  Customer Answer

  Date: 06/17/2022

   
  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:05/25/2022

  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.

  I subscribed to a trial deal as I have in the past with the Sun Sentinel. Now heres the tricky part, you can NOT cancel or modify your subscription online. You have to CALL a phone center in *****. They make it as inconvenient to cancel as possible. While not illegal, its a terrible business practice that ****** customers from me like staying. I called several months ago and told the person I wanted to cancel, they offered me some sort of deal, I declined, asked to proceed with cancellation and ended call. Today I noticed a couple charges on my card for the past few months of $15.96 from them. They never cancelled it. I called again today and tried to cancel, hopefully I can get a refund. They also claim to send renewal notices but I have scoured my email inbox and spam to no avail and have found nothing.

  

  Business Response

  Date: 06/08/2022

  June 8, 2022

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

  
  After reviewing your concern on your account, Customer Service cancelled your subscription effective May 26, 2022 from your Customer Service contact dated May 25, 2022.  I have refunded the last two payments from your initial trial period charge in the amount of $31.92 of which will be processed to your account within the next 14 business days.  Please be advised that we did send two Advanced billing notices two weeks prior to the payment being processed dated April 6th and May 4th of which allows time for any changes before finalization.  All this information regarding your accounts terms and condition are reflected on all our correspondence and billing statements.

  
  Again, we apologize for any inconvenience this has caused. If you would like further assistance or to restart your account, you may contact our Sun Sentinel Customer Service Department at ************.
  
  Sincerely,
  ******
  Executive Resolution Center

• Initial Complaint

  Date:05/24/2022

  Type:Delivery 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.

  For the past few months - My Newspaper Delivery has either been delayed or Not happened at all. My attempts to reach the Sun Sentinel have not been satisfactory - I Can't Speak to anyone in the continental United States - No Supervisor will contact me back. At one time I (and my friends and neighbors) went almost 2 weeks without receiving a Newspaper!!!

  

  Business Response

  Date: 06/03/2022

  June 3, 2022
  Please accept our sincere apologies for any ongoing frustration or inconvenience you may have experienced with your home deliveries of your Sun Sentinel newspaper. 
  
  Your delivery concern regarding your missed deliveries are being reviewed with your local Distributor. Since there are open routes and Production concerns causing delivery delays in the area at this time, your deliveries may be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to your delivery concerns in your local delivery area. 
  
  After reviewing your concern, Customer Service has escalated and processed credit adjustments for the missed deliveries. For our gratitude for being a valued subscriber, I have adjusted and extended your account for an additional two weeks of delivery service which has extended your paid thru date until July 29, 2022.
  Customer Service will be contacting you directly to confirm if you have received your home deliveries within then next 5-7 business days.
  Again, we apologize for any inconvenience this has caused and appreciate your patience as we work in getting this matter resolved.  If you would like further assistance, you may contact our Sun Sentinel Customer Service Department at 954-375-2018.
  
  Sincerely,
  ******
  Executive Resolution Center

  

  Business Response

  Date: 06/16/2022

  June 16, 2022
  
  Once again, please accept our sincere apologies for any ongoing frustration or inconvenience you may have experienced with your home deliveries of your Sun Sentinel newspaper. 
  
  Your delivery concern regarding your missed deliveries are continued to be reviewed with your local Distributor. Since there are open routes and Production concerns causing delivery delays in the area at this time, your deliveries may be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to your delivery concerns in your local delivery area. 
  
  After reviewing your concern, Customer Service has been in contact with you, escalated and processed credit adjustments for the missed deliveries. Your account is currently paid thru August 1, 2022 so please disregard any billing statement received.
  Again, we apologize for any inconvenience this has caused and appreciate your patience as we work in getting this matter resolved.  If you would like further assistance, you may contact our Sun Sentinel Customer Service Department at 954-375-2018.
  
  Sincerely,
  ******
  Executive Resolution Center

  Customer Answer

  Date: 06/17/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17248088, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:05/23/2022

  Type:Delivery 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.

  Late delivery of daily newspaper. Complained many times. Weekly papers are to be delivered by 7:00 AM and we never receive before 10:30 AM.

  

  Business Response

  Date: 06/04/2022

  June 4, 2022
  Please accept our sincere apologies for any frustration or inconvenience you may have experienced with your home deliveries of your Sun Sentinel newspaper. 
  
  Your late delivery concern regarding your newspaper deliveries will be reviewed with your local Distributor. Since there are open routes and Production concerns causing delivery delays in the area at this time, your deliveries may be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to your delivery concerns in your local delivery area. 
  
  After reviewing your subscription, Customer Service has processed your delivery complaints and credit adjustments. For our gratitude for being a valued subscriber, I have adjusted and extended your account for an additional two weeks of delivery service which has extended your paid thru date until August 12, 2022. Thank you for your most recent payment processed on May 29, 2022.
  Again, we apologize for any inconvenience this has caused and appreciate your patience as we work in getting this matter resolved.  If you would like further assistance, you may contact our Sun Sentinel Customer Service Department at ************.
  
  Sincerely,
  ******
  Executive *****************

  Customer Answer

  Date: 06/12/2022

   
  Complaint: 17242295
  
  I am rejecting this response because: there is no improvement in delivery timing.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/17/2022

  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.

  This issue has to do with the continued incompetence and unacceptable service provided by the SunSentinel and it's distributors. As I can see from previous complaints, others have made comments and voiced their concerns. This is not the first time there has been an issue with delivery from the distributor with not solution in sight nor any reason for this to continually occur. You have 2 choices. One, you can ask for a credit or two have a redelivery by 11AM which never occurs. The ability to obtain information from their call center is worthless and not able to provide even the slightest reasons.Mere apologies as a response from SunSentinel or a distributor is ***** and unacceptable. Corrective measures should be the main concern and an explanation as to why this continually happens. If they are unable to handle the objecive and job supplying news on a daily basis that can be depended upon, then get out of the business. A customer pays for a service which is not cheap and gets an "I'm sorry" as a response from a representative that subscribers have to accept.

  

  Business Response

  Date: 05/27/2022

  May 27, 2022
  Please accept our sincere apologies for any ongoing frustration or inconvenience you may have experienced with your home deliveries of your Sun Sentinel newspaper. 
  
  Your delivery concern regarding your missed deliveries will be reviewed with your local Distributor. Since there are open routes and Production concerns causing delivery delays in the area at this time, your deliveries may be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to your delivery concerns in your local delivery area. 
  
  After reviewing your subscription, Customer Service has processed your missed delivery complaints and credit adjustments. For our gratitude for being a valued subscriber, I have adjusted and extended your account for an additional two weeks of delivery service which has extended your paid thru date until December 11, 2022.
  Customer Service will contact you next week to follow up on your Sun Sentinel deliveries as your customer satisfaction is of our utmost importance. I contacted you by phone but reached your voicemail to discuss your concern.
  Again, we apologize for any inconvenience this has caused and appreciate your patience as we work in getting this matter resolved.  If you would like further assistance, you may contact our Sun Sentinel Customer Service Department at ************.
  
  Sincerely,
  ******
  Executive Resolution Center
  

• Initial Complaint

  Date:05/13/2022

  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 been a subscriber to the Sun Sentinel for home delivery of the daily newspaper for over 23 years. On Sept. 21, 2021 I paid for a full year in advance. Five months later, March 7 2022, a delivery problem arose and I started receiving the paper only sporadically or not at all. I placed a call each day to customer service and would sometimes get the delivery later in the day, sometimes not at all. Now they have ceased delivering all newspapers in my neighborhood and people are angry. I have made daily phone calls, as have many of my neighbors, and am told the paper will be redelivered, which it is not. I have sent numerous emails, spoken to customer service reps many times, all to no avail. I informed the last person I spoke with that I want to cancel my subscription and I want a refund of 7 months home delivery charges. I was told that the Sun Sentinel will not refund my money, even though I am not receiving the newspaper. I have begged to speak with a supervisor and been assured that someone will call me. I have never received a phone call from anyone from that organization. The bottom line is that they are holding on to the monies paid by hundreds of customers in the west ********** area and not providing the product and service as promised.

  

  Business Response

  Date: 05/27/2022

  May 27, 2022
  Please accept our sincere apologies for any ongoing frustration or inconvenience you may have experienced with your home deliveries of your Sun Sentinel newspaper. 
  
  Your delivery concern regarding your missed deliveries will be reviewed with your local Distributor. Since there are open routes and Production concerns causing delivery delays in the area at this time, your deliveries may be missed or received after standard delivery times. We appreciate your patience and understanding while we work towards a resolution to your delivery concerns in your local delivery area. 
  
  As per our conversation today, you confirmed you have started receiving your newspaper deliveries.  I have made additional credit adjustments to your account of which extended your paid thru date until December 30, 2022.  Thank you for being a Sun Sentinel valued subscriber.
  Again, we apologize for any inconvenience this has caused and appreciate your patience as we work in getting this matter resolved. If you would like further assistance, you may contact our Sun Sentinel Customer Service Department at ************.
  
  Sincerely,
  ******
  Executive *****************

  Customer Answer

  Date: 05/28/2022

   
  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:05/13/2022

  Type:Delivery 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.

  Our problems with late/no delivery started March 7th with sporadic deliveries and then sometimes as late as 4:00 p.m. I have been calling or sending requests to the Sun Sentinel through Manage My Account on your website asking for redelivery and then credit for the papers never received. We have not received a paper since April 26th and this is totally unacceptable. Having a cup of coffee and enjoying the newspaper was a favorite part of the day.I have also sent emails which go unanswered except for a form letter stating I will hear from someone within 72 hours - never hear from anyone. My neighbors and friends in other communities are all complaining and after being a subscriber for 26 years, I think the least you could do is send an email explaining the situation and not just a "canned" response or no response at all. We need to know when this problem will be rectified and if you are indeed looking for a delivery person at all. This is truly outrageous.

  

  Business Response

  Date: 05/27/2022

  May 27, 2022
  Please accept our sincere apologies for any ongoing frustration or inconvenience you may have experienced with your home deliveries of your Sun Sentinel newspaper. 
  
  Your delivery concern regarding your missed deliveries will be reviewed with your local Distributor. Since there are open routes and Production concerns causing delivery delays in the area at this time, your deliveries may be missed or received after standard delivery times. We appreciate your patience and understanding while we work towards a resolution to your delivery concerns in your local delivery area. 
  
  After reviewing your concern, I was able to process additional credit adjustments which extended your paid thru date until December 22, 2022.  I did try to contact you by phone but reached your voicemail. Customer Service will contact you within the next 7 business days to confirm your deliveries have been received to your satisfaction.
  Again, we apologize for any inconvenience this has caused and appreciate your patience as we work in getting this matter resolved. If you would like further assistance, you may contact our Sun Sentinel Customer Service Department at ************.
  
  Sincerely,
  ******
  Executive *****************

  Customer Answer

  Date: 05/28/2022

   
  Better Business Bureau:

  I am accepting although I would certainly appreciate speaking with ****** from the *************************** and if I do not answer, tell her to leave a voicemail and I will call her back.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************