ComplaintsforSun Sentinel

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a subscription notice statement with a notice date of February 22, *****. The notice indicated a paid to date of March 26, 2024. On March 1, 2024 at 11 a.m., I called to cancel subscription. I called again on March 14, 2024 at 2:15 p.m. to verify cancellation. Person indicated subscription had not been canceled. I inform person I had cancel. He gave me a confirmation number this time. I received another subscription notice with a notice date of March 19, 2024 with renewal options and no amount in arrears. However, the paid to date was changed to March 19, 2024 from March 26, 2024. Then, asubscription notice with a notice date of March 25, 2024 indicated a past due amount of $10.89.This appears to be false billing or they just make changes to amount and paid to dates at their whim.I want this past due balance removed from my account #*********.

  

  Business response

  04/14/2024

  
  April 14, 2024
  
  Our sincere apologies regarding any inconvenience or frustration associated with your former Sun Sentinel home delivery subscription.
  
  The information you provided within this BBB Complaint and your former home delivery account is being reviewed and proper course of action will be taken, if needed. After reviewing your cancelled subscription, Customer Service did provide assistance to your request on March 1, 2024 but your account was cancelled as per your paid thru date. It seems the additional charges associated with your  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, I have made a credit adjustment to the remaining balance of $3.64 therefore no outstanding balance is due at this time. Please disregard any prior or further bill statements associated with this account as there are no longer valid due to this credit adjustment processed.
  
   In the meantime, if you would like any additional assistance or to restart your subscription, please contact Customer Service at ************.

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

  
  

• Initial Complaint

  03/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Around February 25th I cancelled my monthly subscription. On March 11th money was taken from my bank account again. I've also been sent a late fee notice of $41.92. I want the late fees removed and a refund. I tried calling customer service and they gave me the run around. I even had a woman hang up on me. I was finally promised a refund in 7 days but I have little faith in their promise after reading other BBB complaints. I'm escalating my concerns here to hopefully nip this in the bud. I don't want to have to escalate this further.

  

  Business response

  03/29/2024

  March 29, 2024

  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your Sun Sentinel digital subscription. T
  
  The information you provided within this BBB Complaint a is being reviewed and proper course of action will be taken, if needed. Please be advised that no information was reflected for a cancellation request. Customer Service is reviewing this and will be contacting you within the next 7-10 business days to provide further assistance to this matter.
  
  Should you have any further questions or any further concerns, please do not hesitate to contact our Customer Service Department at ************.
  
  
  Thank you,  
  Katina 
  Executive Resolution Center 
  
  
  
  
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have contacted their customer service representatives several times and each time I was assured thst my account was canceled, however, I keep receiving past due notices. The last time I called I was transferred to a supervisor and was told my account would not be billed anymore. I received an email yesterday(3/4/2024) stating I have a past due balance. I want this past due balance removed from my account.

  

  Business response

  03/19/2024

  
  March 19, 2024
  
  Our sincere apologies regarding any inconvenience or frustration associated with your cancelled Sun Sentinel home delivery subscription.
  
  The information you provided within this BBB Complaint and your home delivery account has been reviewed and proper course of action will be taken, if needed. Due to your request and feedback, the outstanding balance has been removed and no longer reflected on your cancelled subscription. Please disregard any prior bill statements as they are no longer valid due to this credit adjustment processed on March 1, 2024.
  
  If you need any further assistance regarding this matter, please do not hesitate to contact our Customer Service Department at ************.
  
  Thank you,
  ******
  Executive *****************

  Customer response

  03/19/2024

   
  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

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are not getting the SunSentinel delivered as promised, we are fully paid up.Calls to Customer Service do not help. We are just being told to read it online.No, we want the actual paper

  

  Business response

  02/23/2024

  
  February 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 is continued to be reviewed at this time.  Your delivery concerns discussed have been escalated to the local Distributor for assistance as it seems the missed delivery complaints and credits have been processed as well as escalated by Customer Service.  As per our conversation this afternoon, you did confirm you have been receiving your newspaper deliveries since February 17, 2024. The last missed delivery credit was processed on February 16, 2024 of which extended your paid thru date accordingly.  Your feedback regarding your customer experience is being reviewed and proper course of action will be taken, if needed. In the interest of fairness due to your feedback, I have processed an additional two weeks of delivery service onto your subscription due to this inconvenience. Thank you for your patience and understanding for this matter at this time.
  
  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, if you would like any additional assistance, please contact Customer Service at ************.

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

  
  

• Initial Complaint

  01/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been a subscriber to the Sun Sentinel since ****. There is no price transparency on their web site. I am supposed to get an email when my CC will be charged. Customer service has been sent overseas and no one has a clue about what this **** paper should cost me. One rep said I should be receiving the very best renewal price in my next statement and the charge went up. I can not find out what this subscription to the print version costs when I log into my account. I have no clue when they bill. The paper is thinner and thinner with less local coverage yet costs more and more and you can not see what it costs or if there is any loyalty discounts or whatever.

  

  Business response

  01/29/2024

  
  January 29, 2024
  
  Our sincere apologies regarding any inconvenience or frustration associated with your Sun Sentinel subscription. Thank you for being a valued long time subscriber.
  
  The information you provided within this BBB Complaint as well as your account is being reviewed at this time.  Your feedback regarding your customer experience is being reviewed and proper course of action will be taken, if needed. Customer Service will contact you within the next **** business days to confirm you received your scheduled delivery days of Thursday and Sunday each week.
  
  Once again, sincere apologies for any inconvenience. If you would like any further assistance please contact Customer Service at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  
  
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Account #********* should be a ZERO balance. It was paid in full through 08/11/23. I called on 07/23/23 and cancelled the paper and chose not to renew. ***** said fine. I requested an e-mail confirming termination. Said not necessary - the call is all that was required. I thereafter received a Past Due Notice for $31.24. I called on 10/28/23 and spoke with *** (that's what she said her name was). Again it was confirmed that the account was cancelled. Another notice came "final"-past due for $426.46. Called on 12/05/23 and spoke with **** who transferred me to a supervisor, *****. Confirmed that there was a ZERO balance. Here we are on 0/12/24 and I received a Collection Notice from A.R.M Solutions. saying that I owe $393.89 plus fees of $27.58 totaling $421.47. How pathetic is it that a business so big can be run by pissass management? I was going to call again-but decided not to waste hours on the waiting list of callers. Your assistance in resolving this matter would be greatly appreciated. Thank you.

  

  Business response

  01/26/2024

  
  January 26, ****
  
  Our sincere apologies regarding any inconvenience or frustration associated with your former Sun Sentinel subscription.
  
  After reviewing the information you provided as well as your former subscription, Customer Service has been in contact with you directly and provided assistance to this circumstance.  It seems that Customer Service processed a credit adjustment in the amount of $421.47 therefore no further balance is reflected at this time. ARMS solutions has been notified to cease any further collections as no outstanding balance remains on this cancelled account. The feedback provided is being reviewed and proper course of action will be taken, if required. Your account inadvertently restarted but has been cancelled effective January 29, **** due to your cancellation request with Customer Service.
  
  Once again, sincere apologies for any inconvenience. If you would like any further assistance please contact Customer Service at ************.
  
  Thank you,
  ******
  Executive *****************

  Customer response

  01/26/2024

   
  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 still would like a written apology for the aggravation I was subjected to.  I was promised an e-mail confirmation from the Sun-Sentinel agent today.  As usual, none was sent.  Terrible business practices. We'll see if they truly follow up on their promises.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/27/23, I was billed for an online Sun-Sentinel subscription I no longer want(ed). So I called their customer service **** that morning and spoke to a rep, who tried multiple times to instead steer me to cheaper subscriptions. ******* ultimately said she would cancel the subscription, but that I wouldn't be able to get a refund!? When I inquired WHY, she claimed that the earliest she could cancel it is 1/28/24. I then asked her how and why after billing me TODAY they couldn't similarly reverse the transaction and cancel my access. She then referenced a policy purporting to explain the lack of refunds. Funny thing is, there is no such policy! Not on their website, nor on any of the purported e-bills she claimed the paper had sent me. In fact, I NEVER received ANY hard copy bills, nor e-bills from the Sentinel because of signing up online and likely because my account was set to automatic billing. When I inquired if the monies charged covered the subscription period through 1/28/24, she then clarified that my subscription actually runs out on 1/24/24, but that she could only cancel it for 1/28/24 -- FOUR DAYS later, -- which still made no sense. After hanging up and doing further research, I called back and got the same rep, who I asked to help me locate the refund policy on their site. She couldn't do it. I then asked her to tell me when the e-billing was sent, so I could locate it in me email and read the purported policy. She couldn't do it. Ultimately, she told me that, to keep me from calling back, she was going to refund the money. Now, I simply have to wait and see if the company follows through. Would that cancelling a subscription were as easy as signing up for one!

  

  Business response

  01/19/2024

  
  January 19, 2024
  
  Our sincere apologies regarding any inconvenience or frustration associated with your Sun Sentinel digital subscription.
  
  Thank you for feedback. After reviewing your account and information provided, it seems Customer Service did cancel your subscription effective December 28, *********************************************** the amount of $27.17 back to your credit card. Also,  the account payment did not process in the amount of $27.96 therefore that payment was unable to be processed.  Please be advised that the refund policy is included with the subscription's disclaimers which is reflected on all coorespondence and bill statements. Our Terms and Conditions are available on all correspondence and billing statements. For more details and to view the Complete Subscriber Terms and Conditions please go to www.tribpub.com/tc. 
  
  If you would like any further assistance please contact our Customer Service Department at ************.

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

  
  

• Initial Complaint

  12/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I mail a letter with bill to cancel the service, I stop using EnterNet service but kept getting the newspaper. I call Sun Sentinel and ask why I am still getting the paper customer service said a letter does not serve as notice to cancel the service. I has to pay $143.00 to cancel, the whole reason I was cancelling the service is because I can't afford service. I am retired living on budget.

  

  Business response

  01/02/2024

  
  January 2, 2024
  
  Our sincere apologies regarding any misunderstanding or inconvenience associated with your Sun Sentinel newspaper subscription.
  
  After reviewing the information you provided within this BBB complaint as well as your former account, ********************************************* stopped your subscription as well as processed a refund of $142.38 back to your credit card charged. This refund will finalized within the next ***** business days due to standard processing times. Also, be advised we do not accept written correspondance for cancellation requests so for any assistance please email or contact Customer Service directly at ************.
  
  Customer Service has contacted you directly by email of which you have acknowledged this resolution and provided satisfaction to this matter.
  
  Thank you,
  ******
  Executive *****************

  Customer response

  01/02/2024

   
  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

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  i ordered the sun sentinel for 13 weeks and prepaid! after 7 weeks the sun sentinel notified me that my subscription had expired! i called them to let them know i prepaid for 13 weeks and only received 7 weeks. the representative told me they shortened my subscription to 7 weeks because of rising gas prices

  

  Business response

  12/24/2023

  December 24, 2023

  Our sincere apologies regarding any misunderstanding or frustration associated with your Sun Sentinel home delivery subscription.

  Customer Service has been in contact with you to discuss the details of your account and provided the information as well as processed ****************** to your subscription. The ****************** extended your subscription paid thru date accordingly of which you requested to wait to restart delivery until ******* 2024.  

  Should you have any further questions or any further concerns, please do not hesitate to contact our Customer Service Department at ************.
  
  
  Thank you,  
  Katina 
  Executive Resolution Center 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is a delivery issue that remains unresolved, when I call to report this issue were promised a replacement that NEVER appears. If it were once or twice that would be ok but over the past few years Ive lost count of the times Ive called to report this,the typical response of were sorry and will contact delivery,youll receive a replacement soon never happens . My husband is totally disabled, one of his only enjoyments each day is reading the news to feel like hes still part of the community. Weve been loyal customers for over 30 years and simply want the service we pay for. Weve had a few elevator issues in the past but not the couple of dozen times we report the same bad service. Bottom line is if you say well get you a replacement and dont it makes for a sad day here with my husband. The promise of a one or two month credit means nothing, honesty and integrity should be the norm. Customer service should take presidents in every aspect of life. Help if you can, Im not holding my breath hoping for better results.

  

  Business response

  12/05/2023

  
  December 5, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel home delivery subscription. Thank you and your husband for being long time valued Sun Sentinel readers and home delivery subscribers.
  
  The information you provided within this BBB Complaint is being reviewed 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, received after standard delivery times or redeliveries may sporadically be unavailable.  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 back onto your account. The last complaint processed on your subscription is dated November 24, 2023. Also, in the interest of fairness I have processed two additional weeks of delivery service as a courtesy for any inconvenience and appreciation of you continuing to be a valued subscriber.
  
  Should you have any further questions or any further concerns, please do not hesitate to contact our Customer Service Department at ************.
  
  
  Thank you,  
  Katina 
  Executive Resolution Center 
  
  
  
  
  

*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. ↩