ComplaintsforSun Sentinel

• Initial Complaint

  11/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was finally able to get someone on the phone to cancel my subscription on 10/11/2023 after two months of getting charged for this hidden subscription. I cancelled, yet I was charged 10/13/2023 and currently see a charge pending for 11/13/2023. This company is a disgrace, when I requested to cancel this subscription the agent offered me several deals to continue but I denied. I was then treated rudely while the agent processed my cancellation. I am currently going to be charged for an UNAUTHORIZED payment. Sun Sentinel, why are you able to get me on a trap subscription through your app yet you make it extremely difficult to cancel it? I got charged for 3 months and about to get charged a 4th time totaling $63.84.Please stop making UNAUTHORIZED PAYMENTS to my credit card!!!!!! I already canceled on 10/11/2023!!!!

  

  Business response

  11/20/2023

  
  November 20, 2023
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your former Sun Sentinel digital subscription. 
  
  After reviewing the information you provided and your account information, it seems that Customer Service has contacted you directly and assisted with your concern(s). Your account has been cancelled as requested with no further payment charges associated with your former subscription. Your feedback will be reviewed and proper course of action will be taken, if needed.
  
  Again, we apologize for any inconvenience caused and if you would like to restart your subscription, please do not hesitate to contact our Sun Sentinel Customer Service Department at **************.
  
  Thank you,
  ******
  Executive Resolution Center
  
  

• Initial Complaint

  11/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have a daily subscription to the Sun Sentinel. In the last two months they have missed delivery nineteen days. It's a waste a time to call in as they'll tell you they'll notifify the carrier to correct the problem, but never do. They deliver on Wednesday and Sunday, but not daily for what I have paid for. I can't imagine running a business like this and staying solvent.

  

  Business response

  11/17/2023

  
  November 17, 2023
  
  Sincere apologies regarding for any inconvenience or frustration associated with your Sun Sentinel subscription. 
  
  Your account is being reviewed for the delivery concerns your provided within this complaint with your local Distributor. Please be advised since there are open routes causing delivery delays in your local delivery area at this time therefore your deliveries could be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. Customer Service has processed missed delivery complaints and credits during your contact with them which has extended your paid thru date at this time.  Due to your feedback provided and in the interest of fairness, I have authorized an additional two weeks of delivery service credits which has extended your home delivery subscription paid thru date due to this circumstance. Your feedback you provided is being reviewed and proper course of action will be taken, if needed. 
  
  If you need any Should you have any further concerns, please do not hesitate to contact our Customer Service Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  
  
  
  
  

• Initial Complaint

  10/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sun Sentinel is locking me out of their Web Site and I am a paying customer !!!!

  

  Business response

  11/01/2023

  
  November 1, 2023
  
  Our sincere apologies for any misunderstanding or frustration you have experienced associated with your Sun Sentinel digital subscription.
  
  After reviewing your feedback and your account, ********************************************* has been in contact with you directly on October 23, 2023 and provided assistance. Customer Service did confirm with you that when you updated the *** version then you could access the digital without any restrictions.
  
  Thank you for your patience and understanding regarding this matter. If you would like any additional assistance, please contact the Sun Sentinel Customer Service at **************.
  
  Thank you,
  ******
  Executive Resolution Center
  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have a subscription for home delivery of the paper that was through Jan 16, ****. I was on a vacation hold while I moved. I have been trying to restart my subscription for over a week now. I called them when my paper was not delivered on October 8. 11, 13, 15 and I am on hold with them again, today, October 18. Each time I speak to them, they tell me not to worry and my Sunday, Wednesday, Friday subscription will restart on the next available date. And that date rolls around and no paper. This has been going on for over a week. I'm sick of calling them.

  

  Business response

  10/30/2023

  
  October 30, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel home deliveries.
  
  Your account is being reviewed for the delivery concerns your provided within this complaint to your local Distributor. Please be advised since there are open routes causing delivery delays in the area at this time therefore your Wednesday, Friday and Sunday deliveries could be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area.

  Customer Service has processed missed delivery complaints and credits during your contact with them. Your feedback you provided is being reviewed regarding your deliveries not restarting after your vacation hold processed and proper course of action will be taken. Also, due to the missed deliveries processed, your paid thru date has been escalated accordingly. Customer Service will be contacting you directly within the next **** business days to provide further assistance and confirm if your deliveries were received on your scheduled delivery days of Wednesday, Friday and Sunday. 
  
  Should you have any further concerns, please do not hesitate to contact our Customer Service Department at ************.

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

  
  

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is another company using predatory practices to trick you into signing up thinking you can cancel at any time. You cant. I have to call them only a small time window of business hours even for a digital subscription. Theres no other way to cancel. Its difficult to reach someone. Its not ok to trap people like this. You could easily make this managed by the subscriber online like every other subscription company.

  

  Business response

  09/21/2023

  
  September 21, 2023
  
  Our sincere apologies regarding any inconvenience or frustration associated with your Sun Sentinel digital subscription.
  
  After reviewing your former account and the information provided within this BBB Complaint it seems that Customer Service has provided assistance cancelling your subscription effective September 20th after several emails and calls to you to discuss your concern and provide assistance. Your feeedback is being reviewed and proper course of action will be taken, if needed.
  
  If you would like any additional assistance, concerns or would like to restart your accouny, please contact the Sun Sentinel Customer Service Department at ************ during our business hours Monday thru Friday 7:00 a.m. thru 5:00 p.m., Saturday and Sunday 7:00 a.m. thru 12 noon. Holidays hours may vary.
  
  Thank you,
  ******
  Executive *****************

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I never signed up for for Sun Sentinel newspaper. I do not know how it started. Once I noticed, about 5 months later, I went on their website and cancelled the subscription. I was billed again and called customer service and they told me it wasnt cancelled. So they cancelled it (again) and I asked for a refund and they refused and were rude and unapologetic. I mailed them bank statements and wrote them that I had no email receipts of the subscription but they still refused to give me even a partial refund.

  

  Business response

  09/14/2023

  
  September 14, 2023
  
  Our sincere apologies regarding any misunderstanding or frustration associated with your former digital Sun Sentinel subscription.
  
  After reviewing your concern and information reflected on your former digital subscription, it seems a digital order was received from our subscribe offers available online of which at that time the customer is required to input their credit card information for billing as well as agree to the disclaimers and our Terms and Conditions. Due to this new start received, a digital subscription was created and billing processed as designated by the subscriber. Due to our no refund policy, your cancellation request was handled by Customer Service effective August 6th during your contact preventing any further payments to be processed but does not back date any credits or refund payments as the digital online access is available during that time frame. Your feedback is being reviewed by our ***************** and proper course of action will be taken, if needed. 
  
  Once again, our sincere apologizes for any misunderstanding. If you would like any further assistance, please contact our Sun Sentinel Customer Service Department at ************.
  
  Sincerely,
  ******
  Executive Resolution Center
  
  
  
  

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid in full for a 1 year home delivery subscription. I received the paper for 5 months. I subsequently received a bill almost equal to what I paid for a years subscription.I called customer service (offshore) and was told it was a surcharge I could pay it or stop receiving the paper. I asked for a refund and was told they wouldnt do that.I asked that they live up to their contract and cancel the subscription when the contract ends. They wouldnt do that either.I want a REFUND for the balance of the contract that they didnt perform.They have NO US customer service person to speak with.I do have a copy of the contract if it is necessary.Thank You in advance for your help.*****************************

  

  Business response

  09/11/2023

  
  September 11, 2023
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your Sun Sentinel subscription.
  
  After reviewing your concern and information reflected on your home delivery account, ********************************************* did provide assistance to your billing circumstance of which your paid thru date was extended due to your feedback.  Once again, please be advised that the delivery surcharges are part of the disclaimers as well as reflected on our Terms and Conditions on all bill statements and coorespondence.  As per our conversation, this information was discussed and your feedback is acknowledged regarding the additional charges which would shorten your paid thru date on your promotional subscription.
  
  Your feedback regarding your customer experience is being reviewed and proper course of action will be taken, if needed.

  Once again, our sincere apologizes for any misunderstanding. If you would like any further assistance, please contact our Sun Sentinel Customer Service Department at ************.
  
  Sincerely,
  ******
  Executive Resolution Center

  
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business is littering on my property. I have made repeated attempts and requests to get them to stop throwing papers with the words *************** on them, onto my yard, for me to have to throw in the garbage after its been soaked by my sprinklers and is illegible anyway. STOP DELIVERING THIS. Shouldnt it just be an email anyway???

  

  Business response

  09/08/2023

  
  September 8, 2023

  
  Our sincere apologies for any inconvenience you have experienced due to the ongoing free deliveries by the Sun Sentinel.
  
  This complaint and feedback has been forwarded to the local Distributor and ******************* to cease immediately all the free deliveries to your residence. After researching your information, there are no active accounts reflected in our system associated with your residence at this time. Also, thank you for your feedback as this will be reviewed, and the proper course of action will be taken.
  
  Again, we apologize for any inconvenience caused and if you have any further issues, please do not hesitate to contact our Sun Sentinel Customer Service Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  
  

• Initial Complaint

  08/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have reported this problem many times before. Nothing has chnged in the past year, Same old lingo of lies...#1 lie...paper will be delivered before 11am that day, NEVER DONE. #2 lie ...paper will be delivered the next morning...NEVER DONE...#3 lie, today...paper will be delivered this afternoon, NOT DONE and NOT EXPECTED TO BE DONE. This is only one of a multitude of complaints...and #4 lie...I would get a phone call from the Delivery Dept....NEVER HAPPENED. Please do something to disipline the people involved...it is a terrible way to run a business.

  

  Business response

  09/06/2023

  
  September 6, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Wednesday and Sunday home deliveries. 
  
  Your account is being reviewed for the delivery concerns your provided within this complaint with your local Distributor. Please be advised since there are open routes possibly causing delivery delays in your local delivery area at this time your deliveries could be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. Customer Service has processed missed delivery complaints and credits during your contact with them which has extended your paid thru date at this time.   Your feedback you provided is being reviewed and proper course of action will be taken, if needed. 
  
  I tried to contact you regarding this matter but reached your voicemail. Should you have any further concerns, please do not hesitate to contact our Customer Service Department at ************.

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

  Customer response

  09/13/2023

   
  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.
  It  took  my complaint to  the BBB to get a response to all my calls to their customer service #...I never heard back from them for two years!  As long as things keep going the way they have been for the last week all will be great. . BRAVO to the BBB.!!!!
  Sincerely,
  
  ***********************

  

  Business response

  03/11/2024

  March 11, 2024
  
  Once again, sincere apologies regarding any inconvenience or frustration associated your Wednesday and Sunday with unlimited digital subscription.
  
  The information provided within this BBB Complaint and your Sun Sentinel subscription is being reviewed for the delivery concern(s) with your local Distributor. Please be advised since there are open routes possibly causing delivery delays in your local delivery area at this time your deliveries could be missed or received after standard delivery times.  We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. Customer Service has processed missed delivery complaints and credits during your contact with them which has extended your paid thru date of July 17, 2024.  Your feedback you provided is being reviewed and proper course of action will be taken, if needed. 
  
  I tried to contact you regarding this matter but reached your voicemail. Should you have any further concerns, please do not hesitate to contact our Customer Service Department at ************.
  
  Thank you,
  ******
  Executive *****************

• Initial Complaint

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are elderly people who are disabled. We have tried to contact Customer Service many times but keep being transferred to an overseas call center. They promise a call back, but we never get one. They are unable to resolve past issues.We have been loyal customers to the Sun-Sentinel. We were never told, but just noticed our bill kept going up and up and have been charged the following for a three-month subscription; it is now over six times the amount bills. Our neighbor pays $1 for 3 months and another pays $60. We are being charged outrageous and unconscionable amount for elderly disabled people living on fixed income and we are now unable to pay for some medications because of the 2023 and 2022 charges. Can someone at Sun-Sentinel please help us. 5/24/23 $360.54 3/6/23 $252.66 12/19/22 $252.66 10/3/22 $165.48 7/22/22 $165.20 5/3/22 $165.20 2/11/22 $ ****** 11/29/21 $113.49 9/23/21 $82.14 7/6/21 $82.14 Additionally, many times over 2022 and 2023, we never received papers. Can you please help us with the past billing. We are sincerely hoping someone can help us. This has caused us to be very upset and sleepless nights.The account is under ****************** and I tried to look for the account number, but only got a support ID which is as follows: 7BA7B07B-2F04-486B-A188-5E9D94BF77B6. We would respectfuly request a refund of $1472 for 2022 and 2023.Sincerely,***** and *******************

  

  Business response

  08/23/2023

  
  August 23, 2023
  
  Our sincere apologies regarding any frustration regarding your Sun Sentinel home delivery subscription.  
  
  Your feedback and information provided within your BBB Complaint is being reviewed. 

  
  Please be advised that all our subscriptions are CONTINUOUS, which means your subscription will continue and you will be billed until you contact us for any delivery  and/or billing adjustments  to your account.  These 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. As you have sign up for our EZ Pay program whereas payments are automatically charged, you would have received an advanced notice two weeks prior to the payment processing to your account. Any changes to your billing amounts would be reflected on your invoiced advanced notices. After reviewing your account, there were no communication reflected regarding any delivery or billing concerns during any contact with the Sun Sentinel. Due to the information you provided and in the interest of fairness, I was able to authorize a lower weekly rate to your subscription which has extended your paid thru date. Customer Service will be contacting you directly within the next **** business days to discuss your billing concerns and request for further assistance. 
  
  If you would like any further assistance, please contact our Sun Sentinel Customer Service Department at ************.
  
  Best Regards, 
  Katina 
  Executive Resolution Center
  
  
  
  
  
  
  
  

  
  

  Customer response

  08/24/2023

   
  Complaint: 20449834
  
  I am rejecting this response because: I never received notice of an increase of rates for over 15 months, when I finally was notified of such a substantial increase, I called your foreign call center several times and spoke with representatives who I found difficult to understand. When I asked for someone in ***************** to handle my issues, I was told it was not an acceptable procedure.

  Kindly contact me at ************ to further discuss this problem because you have not made an acceptable solution,

   

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

  

  Business response

  09/01/2023

  
  September 1, 2023
  
  Once again, sincere apologies regarding any inconvenience or misunderstanding associated with your Sun Sentinel home delivery subscription.
  
  After reviewing your subscription and the information provided within this BBB Complaint, advanced billing notices for your EZ Pay automated payments associated with your account for your billing are reflected on your subscription dated July 25, 2023, May 9, 2023, February 19, 2023, December 4, 2022, September 18, 2022, July 7, 2022, April 18, 2022, January 27, 2022, November 14, 2021. These billing advanced notices reflect your billing details as well as are reflected online associated with your account automated payments which would be reflected on your own credit card statements once processed.

  Please be advised that all our subscriptions are CONTINUOUS, which means your subscription will continue and you will be billed until you contact us for any delivery  and/or billing adjustments  to your account.  These 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. As you have signed up for our EZ Pay program whereas payments are automatically charged, advanced notice two weeks were sent prior to the payment processing for your account. Any changes to your billing amounts would be reflected on your invoiced advanced notices. After reviewing your account, there were no communication reflected regarding any delivery or billing concerns during any contact with the Sun Sentinel. As Customer Service was trying to contact you directly but calls were disconnected on several occasions, contact happened by email of which you received communication confirming that your weekly rate was lowered as well as your paid thru date associated with your subscription. 
  
  If you would like any further assistance, please contact our Sun Sentinel Customer Service Department at ************.
  
  Best Regards, 
  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. ↩