ComplaintsforHerald Tribune

• Initial Complaint

  08/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the sarasota ****** tribune keeps missing my daily paper

  Business response

  09/08/2022

  September ************************* Cieslukowski 
  4050 ****************************************************************** 34238 
  Evening Phone: *********** 
  E-mail: ***************** 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices **************************** and his delivery issues. Based on his account **************************** has terminated his delivery as of 9/1/2022 and is expected to have a refund of $10.47, this is the amount that remained in his account at the time of termination. In the event, he would like to resume his delivery I am able to escalate his concerns to the District Manager to aid in resolving his concerns.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  
  
  
  
  

• Initial Complaint

  06/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Tribune Fails to Stop delivering our Newspaper to our Florida Home located at 5860 Midnight Pass Road Apt. # 48 They also keep Charging our Account each Month after we Canceled our Subscription in March of this year. Every time we Call them we get a Call Center off shore that tells us our Account is still active. We Cancel again and the Following Month it's right back to where it starts ? Also when we speak to this Off Shore Call Center they tell us they will put back into our Account the Monies that was withdrawn which does not happen. There must be a way in which someone from the Company can handle this Locally and not over seas ?

  Business response

  06/14/2022

  Business Response /* (1000, 5, 2022/06/14) */ June 14th, 2022 ****** ******* 2236 Timberlake Trail Fort Wayne, IN ***** Complaint #******** Please accept this as confirmation we have received a complaint from your offices regarding Mr. ******* and his delivery to his Florida home. I have reviewed his account and it appears his account was restarted automatically after a credit was given. All vacation holds require payment for the first 28 days, this is why he encountered a charge. A refund of $26.69 will be returned to his credit card within 10 business days. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Consumer Response /* (3000, 11, 2022/06/29) */ They have said they would Refund us many Times before but never do so does this mean the Case is Closed ? Business Response /* (4000, 13, 2022/06/30) */ June 30TH 2022 ****** ******* 2236 Timberlake Trail Fort Wayne, IN ***** Complaint #******** Please accept this as confirmation we have received Mr. *******'s rejection. I can confirm his refund was processed on 6/14. He is encouraged to check the statements for credit card ending in 8080. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Herald Tribune repeatedly fails to deliver my paper( Mon Tues Wed this week alone!) There is no one to complain to personally and tho using the automatic line with promise I will get the paper the next day nothing happens and I cannot find a way to speak to an individual about this... a problem that has been going on since last summer!

  Business response

  05/26/2022

  Business Response /* (1000, 5, 2022/05/02) */ May 2nd, 2022 ******* ***** **** ******** ***. North Port, FL 34289 Complaint #******** Please accept this as confirmation we have received a complaint from Ms. ***** regarding her delivery issues. We apologize for the frustration this has caused. I have let her carrier and their manager know of her concerns. Unfortunately, there are not any local customer service agents she can speak to about delivery. We encourage her to continue reporting missed deliveries as they happen using the automated service. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Trying to stop delivery of daily newspaper The Sarasota Herald Tribune in Venice, FL. We are winter residents there and have left the state. Newspaper subscription was cancelled in late March 2022 with request to stop delivery at that time. Numerous phone calls and emails have been made, all of which informed us that the situation was rectified. Neighbor is confirming that delivery is still happening.

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/04/25) */ April 25th, 2022 ***** ****** ************ *****, ** ***** Complaint #******** Please accept this as confirmation we have received Ms. ******'s complaint. We ask that she provide her Florida address or account number, and will will look into this matter further. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services Consumer Response /* (2000, 7, 2022/05/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  04/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I want to cancel my digital subscription to the Herald tribune and I have called 3 days in a row and they tell me to call tomorrow ...that they cannot process the cancellation at this time.

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/04/25) */ April 25th, 2022 **** ***** ******************** Osprey, FL XXXXX Complaint #XXXXXXXX Please accept this as confirmation we have received Ms. *****'s complaint and as a courtesy cancelled her subscription. Typically, this must be done by speaking to an agent. Her credit card will no longer receive any debits to her account. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services

• Initial Complaint

  03/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They are delivering to my address when i have not paid for this service. They wake me up every morning at 4 am bashing the newspaper against my door. We have called multiple times, every time they say we are not the person paying for the account so we cannot make changes, or cancel. I have missed work over lack of sleep, and they refuse to do anything to make them stop delivering to the wrong address. Juan was the guys name we have spoken with most recent and got nothing accomplished. Horrible company and the next step is filing a civil case for lost wages from being woke up daily at 4am. They refuse to rectify the situation, or contact the person to inquire about the correct address. When filling this out we are not a customer, and it says they will verify we are a customer, but i have over 100 papers sitting here delivered to the wrong address, and they refuse to fix the situation or help at all. i also posted this as a review but as i am "not a customer" i have a feeling it will not do anyting.

  Business response

  04/21/2022

  Business Response /* (1000, 5, 2022/04/05) */ April 5th, 2022 ***** ***** ******************** Lot *** Sarasota, FL 34243 Complaint #******** Please accept this as confirmation we have received a complaint from your offices regarding the unwanted delivery to Mr. ***** address. We have stopped the active account at his location. We apologize this was not taken care of when he first initiated contact. Delivery will cease on 5/6/22. If we can assist further, please let us know. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called the Herald Tribune's 1-800 # on Feb. 3 and spoke to a gentleman about cancelling my digital subscription. He assisted me and told me I successfully canceled my digital Sarasota Herald subscription related to Account #XXXXXXXXX. However, on Mar. 2 a new $9.99 charge appeared my credit card from the Herald Tribune. Their online cancel subscription feature hasn't been functioning during this timeframe either. I used their online Chat after Mar. 2 and a woman again insisted that my account would be cancelled and a $9.99 refund would be issued. She also told me I would receive email confirmation of such. This never occurred. As of this morning, my digital subscription is still active on their website and another $9.99 charge will occur again in early April.

  Business response

  04/19/2022

  Business Response /* (1000, 5, 2022/04/04) */ April 4th, 2022 *********************************** Tampa, FL 33639 Complaint #******** Please accept this confirmation we have received a complaint from your offices regarding Mr. ******* and his digital account. Based on his information, there was not a cancellation lodged on his account in February. The charge in question was applied on 2/28 and posted to his account as mentioned. Mr. ******* successfully on 3/15/22.Digital accounts are not eligible for a refund based on the agreed-upon terms of sale. As a courtesy, the agent he spoke with granted a refund of $4.28; this is the amount that remained on his account at the time of cancellation. If we can assist further, please let us know. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services Consumer Response /* (3000, 7, 2022/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since there's no record of my account cancellation call with their customer service representative (**************) on February 3rd, I recommend getting a better system in place or at least fixing your online cancellation link expeditiously. Please note it was never about the money but bringing attention to a flawed account management system. Business Response /* (4000, 9, 2022/04/11) */ April 11TH, 2022 ***** ******* *** *** **** ** ******* ** XXXXX Complaint #XXXXXXXX We appreciate Mr. ********** feedback and will let the appropriate department know of his suggestions. Thank you, ******* Subscription Management Specialist Gannett Subscriber Services

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Except for one day, I have not received the herald tribune for 14 days. I have left numerous messages. I have asked that a manager or supervisor call me with no sucess. I have confirmed that I have a credit balance on my account with the newspaper, so I am not past due. When I call their number, the computer responds by saying they will resolve this issue When I do get to talk to a customer service representative, I am told they have escalated the issue. We have been customers for more than forty years.

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/04/04) */ April 4th, 2022 ****** ********* ****************Venice, FL 34293 Complaint #******** Please accept this as confirmation we have received a complaint from your offices regarding Mr. ********* and his delivery issues. We apologize for the frustration this has caused. The agents he has spoken to are able to document his account and escalate using communication options within his account. I am sorry these methods have not corrected his missed deliveries. I have emailed our Circulation Department seeking an immediate resolution; this will generate a resolution. If we can assist further, please let us know. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services Consumer Response /* (2000, 7, 2022/04/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) The Herald Tribue has restarted regular daily delivery on April 1, 2022. We also received a call from the North Port district manager apologizing for the delivery issues we experienced. We appreciate your response as well as the Herald Tribunes response and resumption of delivery. Thank you

• Initial Complaint

  03/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am a seasonal subscriber to the Herald and have had nothing but billing issues. I Have been on the phone several times and using email as well. I actually have an email response that resolved the issue but billing has never corrected the problem and I still receive incorrect bills.I have been told I am in a grace period but as far as I am concerned the paper is in the grace period. There is no effective way to communicate with their billing customer service. Whil we enjoy the paper it is not worth the hassle.

  Business response

  05/19/2022

  Business Response /* (1000, 5, 2022/04/04) */ April 4th, 2022 ******* ********** **************Sarasota, FL XXXXX Complaint #******** Please accept this as confirmation that we have received a complaint from your offices regarding Mr. ******** and his billing issues. We apologize for the frustration this has caused. I have included his renewal notice date of 2/22/22, mailed via USPS. A new invoice will not generate as this is the third one sent. Currently, there is a past due balance of $51.06, this is for delivery from 2/25 through today, 4/4. He can make a payment online, by calling customer service or by mailing a check to the address on the billing coupon located at the bottom of his renewal notice. Please note that mailing a payment may cause delays and an interruption to his delivery until payment is received. In order to avoid service interruption, payment must be received by 4/29/22. If we can assist further, please let us know. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services Consumer Response /* (3000, 7, 2022/04/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Circulation did not take their time and read my complaint.As a result of a credit I received from them and have an email confirmation of same , I am paid until March 11 . Today I spoke to a customer service rep who agreed with me and supposedly I am paid until 03/11.I will pay the balanced owed from 03// to 04/29.Nice people but no idea of what they are doing . . I would appreciate this being forwarded. Thank you for your help ******* ********** Business Response /* (4000, 9, 2022/04/11) */ April 11TH, 2022 ******* ********** **** ***** ** ********* ** XXXXX Complaint #XXXXXXXX Please accept this as confirmation we have received Mr. **********'s rejection. The agent he spoke with gave him the date of 3/11 because the agent placed a $17.00 credit to his account, which he was not eligible for. His account stands at $38.02 past due and delivery will cease on 5/13/22 if payment is not made. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services

• Initial Complaint

  02/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Account #********* ****** ****** I called the Venice Herald Tribune in early May to have the paper suspended for the summer, as I have done for 27 years, as o May 13, 2021. I paid whatever was due. I restarted the paper. On. Sept. 27, 2021. The paper was delivered on time. I called in late October to arrange to have the paper stopped again for the period from Nov, 18 to Dec. 29. I paid $45.44 for the papers I had received on my Visa card and Visa posted that payment Oct. 30. During that phone call I was told that I owed money for the paper over the summer. I explained that I had suspended the paper for the summer and did not owe for what I had not received. I thought the matter settled. The paper was delivered again starting on Dec.29. I'm early January the paper stopped and when I called about it I was told that I owed money from the summer. I asked about this policy and was told that I would receive an email explaining such policy. I called again, but never received an email. On Jan. 14 2022 I called again to cancel the paper. I was told during this call that the paper had made a mistake , I owed no money(except for the papers which had been delivered during this time). Further, I was told that I would receive the paper for free for the month of Feb. On Feb 11 aI called to pay what I owed and was told that there was no record of free paper and that I still owed for the summer. I was told that I would receive a call in two days to explain policy. That never happened. The paper stopped on Feb.13. I sent two emails asking for clarification of the policy in question, but have heard nothing. There is policy printed in the paper that says that you will be charged for 7days after suspending a paper, but no where can I find reference to a policy that charges over the summer for something you don't receive. I am looking for an explanation of the policy and how it is communicated to the customer. I owe for papers delivered Dec.28 to Feb.13. How much?

  Business response

  03/16/2022

  Business Response /* (1000, 5, 2022/03/03) */ March 3rd, 2022 ***** ****** *** **** ** *** ***** ** ******* ** XXXXX Complaint #******** Please accept this as confirmation we have received a complaint regarding Ms. ******. We have reviewed Ms. ******'s account and we are happy to assist. Please see the breakdown of her account below. All vacation holds are charged for the first 28 days due to access to the online features such as the eEdition. Due to an invoice charge, account stood at $10.49 past due Payment of $121.00 paid for delivery from 2/18 through 5/10/21 - applied on 2/12 Payment of $45.44 paid for delivery from 9/28 through 10/29/21 - applied on 10/28 We have cleared a total of $83.52 as a courtesy, on 10/26 $44.93 balance was credited and on 1/7/22 $38.59 was credited. As of this reply, there is a past due balance of $41.27 due on her account. This amount will need to be paid before her account can be resumed. We appreciate the opportunity to address these concerns. Consumer Response /* (2000, 7, 2022/03/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response of the Herald Tribune and will pay the amount due. I attempted to select the "yes" radio button above, but was u able todo so.

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