ComplaintsforHerald Tribune

• Initial Complaint

  04/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I subscribe to the Sarasota Herald Tribune home delivery and everyday my paper comes soaking wet. I have tried many times to contact the paper, but it is all automated and you cannot speak to a live person. We have not had any rain recently and my sprinklers are off by the *** my paper comes.

  Business response

  04/30/2024

  April 30, 2024
  
  ***************************************
  *************
  Sarasota, FL 34241
  Daytime Phone: ************
  E-mail: *********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding *************************************** and the delivery of the paper. We apologize for any frustration this may have caused. We have reached out to the District Manager and their team to see what can be done to help resolve this situation. We have reviewed the account and 3 wet credit complaints since 3/4/2024 have been placed on the account. **************************** has a 7-day delivery and the papers are bagged in plastic bags daily. The distribution management team will be working on a solution.
  
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ive called multiple times over the last 3 weeks about activating/ delivering my news paper subscription. Ive been told every time that Id get a paper the next day. Ive never received one. Im an 80 year old man just trying to get a news paper because I cannot leave the house. I can never speak to someone in the US. Youve left me no choice but to assume you do not care or are age discriminating. Please deliver my daily news paper immediately. Thank you!

  Business response

  03/19/2024

  March 19, 2024
  
  *********************
  6572 *******
  Sarasota, ** 34238
  Daytime Phone: **************
  E-mail: ***************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ********************* and the delivery of the paper. We apologize for any frustration this may have caused. We have reached out to the District Manager and the management team for the Sarasota Herald-Tribune and have received a response from the District Manager that this will be corrected immediately. We are so sorry that ************** has had to make so many calls on this. **************** has correctly noted the account with each missed delivery and has issued the proper credit but it should've been sent to upper management to address when it became an ongoing situation. We apologize that it did not happen sooner.
  
  We will be reaching out to ************** to let him know that it will be resolved quickly.
  
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead

• Initial Complaint

  03/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Failure to provide contracted and paid for service.The Sarasota Herald Tribune is failing to deliver the print edition of its newspaper on an increasingly regular basis. When contacted (via their call center in *****), the standard response to complaints is to refuse to admit the problem and shrug their shoulders, telegram consumers to use their electronic edition. If I wanted an electronic edition I would not be paying a substantial premium for home delivery. Ergo, this is blatant fraud.I suggest you review all of the other complaints against this business and refer this issue to the ******* ************************ for investigation of corrupt business practices. I further suggest this business be derated to unacceptable or D-. This is a clear example of a business who cares nothing for its customers. As such they need to be put out of business and all assets sold, with the proceeds being distributed to the customers impacted by their malfeasance.

  Business response

  03/07/2024

  March 7, 2024
  
  *********************
  **************************************
  Sarasota, ** 34241
  Daytime Phone: **************
  E-mail: ***********************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ********************* and the delivery of the Sarasota Herald Tribune. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.  
  
  ****************** account has been documented and credited accurately based on the choice made using the automated systems. We notified the carrier and their manager of the concerns and asked for an immediate correction. This will generate a resolution.  
  
  When reviewing ****************** account there is a total of 4 complaints in 2024. Two missed delivery and two missed redelivery. There are no other complaints since 08/2023. Appropriate credit for those missed deliveries has been given. No refund is owed on this account. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a letter from the Herald Tribune stating that as of 10/23/2023, my subscription rate was $41.60/month (with taxes, $44.94) However, on Oct 25, 2023, my credit card was billed $48.22. I contacted customer service, and they said they would credit me the difference, but I never received the credit. Then on Nov 25, my credit card was charged $50.94. I am being overcharged and was not refunded the credit due. I want a credit for the amount I was overcharged and I want the Herald to honor what they said is my monthly subscription. I have attached their letter stating the rate I should be charged.

  Business response

  12/15/2023

  December 15, 2025
  
  ***************************
  7130 ***********
  Sarasota, ** 34243
  Daytime Phone: **************
  E-mail: **************
  
  Complaint  #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding *************************** and her newspaper subscription to the Sarasota Herald Tribune, account #*********. **************** received a rate increase on her subscription on 10/13/2023 raising her rate to $48.22 per month. Rate increases are done yearly and ******************** last increase was 8/12/2022. On 11/23/2023, she was charged $50.94 which included our Thanksgiving Day edition charge which is only implemented for that edition. **************** did contact customer service and they lowered her rate on 11-01-2023. We do not refund the difference for rate decreases or holiday editions. Rate decreases once an increase has taken place, are implemented on the next billing cycle, not retro. **************** did however speak to another representative who issued her credit for the difference to remain on the account to be used toward future papers. 
  
  We apologize for the tardiness of this response. The original complaint came in with some redacted numbers and was unable to be located right away, even using the complaint number.
  
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer response

  12/17/2023

   
  Complaint: 20926147
  
  I am rejecting this response because: The letter I have from the Herald Tribune from October 2023, which is attached, states that my subscription rate is $41.60 per month as of October 23, 2023. It is not $48 as stated in the Tribune's response! Furthermore, when I spoke to a customer rep she said I would be credited the amount overcharged, and as of today, this credit has not appeared on my account.
  
  Sincerely,
  
  ***************************

  Business response

  01/03/2024

  January 3, 2023
  
  ***************************
  7130 ***********
  Sarasota, ** 34243
  Daytime Phone: **************
  E-mail: **************
  
  Complaint  #********
  
  This is in response to the rejection of complaint #******** by ***************************. As previously stated in our response, **************** did receive credit for her rate difference to her newspaper account to be used toward future paper deliveries. Her rate is $44.52 ($41.60 plus $2.92 tax = $44.52). The increase letter that she received specifies that the amount of $41.60 does not include tax. She received a credit to her paper account of $4.13 and $6.00. The credit will not appear on her credit card statement as they are on her paper account only for future papers. The credit extended her expiration date from 12/25/2023 until 1/1/2024, adding 1 week.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead

  Customer response

  01/03/2024

   
  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

  10/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sarasota Herald has failed to deliver my paper for seven weeks.This has happened since our former carrier wrote us a letter stating she had been assigned a new territory.I notified the Herald every Sunday for 5 weeks through their contact info of email. I chatted a number of times by email always being told my complaint had been filed. I have called their customer service center and talked to someone off shore. I have always asked for a local delivery supervisor to contact .Evidently there is no one to talk to locally.We have been told that are subscription has been extended but that does not show on most recent billing.I do have the online subscription which does give me 7 day a week use but I have been paying an extra approx ***** a month for Sunday holiday paper delivery. I know this seems minor but it is service I have been paying for and not getting. ****** get a response on this other than always being told her email and off shore person complaints have been noted.my question I keep asking has Thank for any help.delivery been cancelled in my area 1 mile from their home location?

  Business response

  10/16/2023

  10/16/2023
  
  ************************** **** **************** ** ********* ** *****
  Daytime Phone: ************
  E-mail: ******************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding *********************** and the delivery of the paper. We apologize for any frustration this may have caused. We recently went through some route optimizations for several routes and were still having some issues with the carriers and the changes made. We contacted the District Manager and his management team for ****************** route to get this resolved as quickly as possible. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services which ************** did and credit has been issued extending his account for 2 months to cover the 7 weeks of missed deliveries. His original expiration date was 10/22/2023 and with the delivery credit issued, he is now paid until 12/17/2023.
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead

• Initial Complaint

  05/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for the Herald Tribune on-line. There was an automatic renewal. I did not receive any notification of the renewal prior to seeing a charge at a higher rate on my credit card. Once I saw the charge I immediately attempted to cancel my subscription and I requested a refund. The Herald Tribune would not issue any refund. I am a senior and I feel that i have been taken advantage of by a large corporation. There should be advance notification prior to auto renewal or an ability to cancel with refund after an unfair charge has been processed.

  Business response

  06/13/2023

  June 13, 2023
  *********************
  ******************************
  **************************
  Daytime Phone: **************
  E-mail: *********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding **************** and her eNewspaper subscription to the Herald-Tribune. Per her request her account will stop on the paid-through date of 5/6/24; billing and access will cease on this date as well. A refund will not be processed. If a price increase is scheduled a letter is mailed 30 days prior to the increase date to inform subscribers of their new rate. 
  
  Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  If a cancellation is requested, it is processed at the end of the current term.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Customer response

  06/14/2023

   
  Complaint: 20125349
  
  I am rejecting this response because:  Last year my subscription was $59.00 approx. This year when I saw my charge on my credit card it was for $74.99.  We did not receive a 

  letter noting that the subscription price was increasing.  I would have cancelled the subscription. I also want the subscription cancelled NOW.  I do not want to go through this a 

  year from now and find out they have renewed me again.  I would like acknowledgement that my account is cancelled.  What they have told me is my credit card number has been 

  removed from their system so they can not charge it again next year.  Why should I believe that my card has been removed from their system.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We have held a yearly subscription of 55 per month and since January we have not received 29 papers (to date) have made calls every day and problems persist

  Business response

  04/03/2023

  April 3, 2023
  *************************
  ***************************************
  Venice, ** 34285
  Daytime Phone: **************
  E-mail: ********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ****** and the delivery of his paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that |missed deliveries are reported as they happen.  
  
  Mr. ****** account has been documented and credited accurately based on the choice he made using the automated systems. I notified his carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Customer response

  04/04/2023

   
  Complaint: 19613790
  
  I am rejecting this response because:

  The problem with delivery has not stopped.   In response to the other claims I have found some falsehoods.  First of all, the automated system is flawed and has not recorded all credits.  At one point only 4 credits were given when a minimum of 14 should have been received.  As of today, April 4th we have received a credit through July 4th for papers, yet continually do not receive the paid for product.  We have been told MULTIPLE times that this problem has been escalated, and after continual contact, we receive one paper and the very next day are spending time on the phone contacting to make sure that we get credit for yet another missed delivery.   We have neighbors one block away that receive their papers daily with absolutely no problem so it can not be an issue with the carrier.   

  The issue we have is not with communication nor with the credit system, the issue is VERY clear- NO PRODUCT.  I dont care if I am goin got receive a credit- it isnt about a credit- why do I want a credit for something I will most likely never receive,.   I am continually speaking to representatives in Columbia, in ***************, and various other countries but again, that is not the problem, its much more basic.  We have been paying for a service and have not received the product.  If it were a lawn care service, I would not be satisfied to know that while my grass has grown out of control, I can continue to receive free care until July, but it most likely will not be done.  If I continually received gift certificates at a restaurant that failed to bring me ********** still going hungry.  I am paying for a newspaper to be delivered to my house, and it does not come.  At this point the issue has been going since January- that is 4 months- it has been allegedly escalated to every one possible and STILL, I open my door, bam- no paper.  Ok, so the delivery person is at fault- but seriously- at what point does it turn over to being the fault of the establishment for enabling the behavior?  After 30 days? 40 days?  2 months?  I would dare to say that 4 months is WAY more likely to be the answer as to how long is way too long.   

  My complaint is directly against the leadership or lack there of that is NOT holding anyone accountable for below substandard service.  At this moment I actually am seeing the one paper MAYBE once every week as being a direct form of retaliation from the carrier and a passive aggressive way of trying to punish us for complaining in the first place.  This person KNOWS that we have complained, they KNOW where we live, they KNOW that we are supposed to receive a paper daily, and it is not happening.  

  It is really quite simple, deliver the product daily as paid for and do so on a daily basis.  PERIOD.  

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

  Business response

  04/12/2023

  April 3, 2023
  *************************
  ***************************************
  Venice, ** 34285
  Daytime Phone: **************
  E-mail: ********************
  
  Complaint #********
  
  Please accept this as confirmation we have received ****************** rejection. We have notified the Circulation Manager and our Delivery Escalations Team and asked for an immediate resolution. We are working diligently to correct his ongoing delivery issues. 
  
  Thank you,
  Subscription Management Specialist

• Initial Complaint

  03/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid for newspaper and received only a few because of no delivery people. Was told time and time that it would come. Spent $53 for maybe 7 papers. They would not refund money but wanted more and wanted to extend delivery for no papers. Many phone calls for nothing. So sad an elderly person has to go thru this.

  Business response

  03/16/2023

  March 16, 2023
  *****************************
  ************************************
  Venice, ** 34293
  Daytime Phone: **************
  E-mail: **********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************************ and her ongoing delivery issues. I am sorry for any frustration this has caused. All subscriptions are nonrefundable; if termination is requested, it is done on the expiration date. There are minimal missed delivery complaints present on her account. It is crucial that missed deliveries are reported as they happen to ensure the account is credited accurately and the carrier is held accountable.
  
  A refund will not be processed. For more information, we encourage ************************ to visit aboutyoursubscription.heraldtribune.com.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  
  
  

• Initial Complaint

  02/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  02/22/2023

  February 21, 2023
  ***** ******* *** *** ********* * **** *** ******* ** *****
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ******* and her delivery issues. Ms. ******* has seven-day delivery to the Sarasota Herald-Tribune. Based on her account, the complaints lodged against her carrier do not signify daily missed deliveries. The last complaint filed was on 2/13/2023.
  
  On 1/23/23, we made a change in our delivery teams and do believe Ms. *******'s delivery concerns to be resolved at this time. In the event they are not, it is important to report missed deliveries as they happen to ensure the carrier is held accountable and the account is documented and credited accurately.
  
  Any ******* subscription is nonrefundable if termination is requested it is scheduled for the paid-through date. This information and more can be found by visiting aboutyoursubscription.heraldtribune.com.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  
  

  Customer response

  02/22/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  this response made no sense to me. I have been asking to talk to someone at the herald tribune that could intelligently answer my questions. After waiting on hold for a very long period of time I was met with someone that couldn’t answer my questions and told me that no one was available to discuss the fact that we were paying but receiving no papers. My issue is NOT resolved. We were reporting no papers daily throughout January and February until the date of my complaint. Having to go through the process of a daily call is ridiculous. We have subscribed to the herald tribune for many years. This is no way to treat Loyal customers. At least we deserve a telephone call from customer service to intelligently discuss the delivery problem that was experienced in Venice through January and February. 
  

  please help
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  02/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In December 2022 SHT failed to deliver the paper 9 days in a row. I cancelled the subscription and was given a credit refund.On February 9 2023, after being told by SHT customer service that the problem was fixed, I resubscribed and was billed on my Amex card February 10th.SHT promised first delivery February 10th and has failed to deliver on the 10th, 11th, 12th and 13th.

  Business response

  02/20/2023

  February 20, 2023
  *****************************
  *******************************************************
  ***********, ** 35294
  Daytime Phone: **************
  E-mail: *****************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding **************** and his ongoing delivery issues. We apologize for the frustration this may have caused. I have escalated his concerns to our Circulation Managers and asked for an immediate correction of the missed deliveries. I have also notified his carrier and their manager requesting consistent delivery, as scheduled. This will generate a resolution.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  
  

  Customer response

  02/20/2023

   
  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.
  
  Sincerely,
  
  *****************************

*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. ↩