ComplaintsforStar Tribune Media Company, LLC

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Star Tribune billed *********************** *********************** under a separate account Sat/Sun delivery saying that he received delivery to news paper when ******************* set up a discounted delivery for 6 months from payment 03/05/2024 until 09/05/2024 for 7 days a week delivery. They said since he had a separate account even though the delivery was under ******************* same address for 7 days per week they are billing him for $150 plus put him under collections. I want his account credited since he decided to make the payment due to the collections threat. And the payment sent back to him. The paper will be cancelled as of 09/05/2024 since we can not trust this company. They double billed the address.

  

  Business response

  07/25/2024

  
  July 25, 2024
  
  
  *******************
  ****************
  *********************
  
  Re:       Better Business Bureau of ********* and ************ Complaint ID: ********
               Star Tribune Acct:  #********, **************************
  
  Dear ************:
  
  I am responding to your complaint to the Better Business Bureau of ********* and ************ filed on July 22, 2024 concerning continued billing and possible collections activity for an account under the name of ***********************. ****************** began a Friday Sunday home delivery subscription on March 10, 2023 at the above address an address it seems you share.
  
  At the time that ****************** began the subscription, he was advised in writing that this was a promotional subscription which would automatically continue unless he advised us to stop delivery. ****************** made 2 additional payments after initiating the subscription and gave us no indication of his desire to stop delivery although he was reminding by mail of the continuing billing and delivery.
  
  A 7 day subscription was begun under your name at the same address in March of this year. Despite having the same delivery address, without further communication from ******************, the Star Tribune was not in a position to know that your 7 day subscription was in any way related, nor did we receive any indication from household members that double delivered weekend papers were unwanted.
  
  I have reduced the amount owing on ******************** account by 50% as a one-time courtesy. The remaining balance of $74.99 is due, and is subject to possible collections activity in the future. We regret the misunderstanding of these terms and conditions of this promotional offer.
  
  
  Sincerely,
  
  
  *************************
  Senior Customer Advocate
  
  
  CC: *********************, BBB of ********* and ************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have not had a subscription to the Star Tribune for many many years. For the past several months, a paper has been left at the end of our driveway every Saturday morning. This requires someone to go out and get it and remove it from a longer driveway. Leaving it there would indicate we might not be home, which we will be gone this summer from time to time. We have sent numerous E-mails and called at least 4 times to try and get this to stop It seems like an easy solution to just contact the deliverer and tell them not to deliver here. We don't know what else to do to get this to stop.

  

  Business response

  06/12/2024

  
  June 12, 2024
  
  
  *********************
  *************************************
  ********************
  
  Re: Better Business Bureau of ********* and ************ complaint ID.: ********
  
  Dear ****************:
  
  We have received your complaint to the ** BBB regarding an unwanted Star Tribune delivery to your address.  (Saturday Star Tribune). We regret the unintended inconvenience to you.
  
  To be clear, the Star Tribune does not have any products active at your address and have received assurance from the distribution company serving your area that no Star Tribune products will be delivered to your address going forward.  I have also asked our distributor to verify that all news carriers are complying.
  
  Our apologies for the frustration you experienced in rectifying this problem.
  
  Sincerely,
  
  
  *************************
  Senior Customer Advocate
  
  cc:  *********************, Better Business Bureau of ********* and ************

• Initial Complaint

  04/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I cannot stop Mon-Sat newspaper delivery. A couple of years ago I moved to digital access with Sunday only delivery but they keep delivering the paper everyday. I am now retired and away from home a lot and the papers piling up at the house is a security issue. I have been notifying my carrier for a month, calling the Strib delivery service line with daily complaints for over a week, and left messages for the ** of subscription services for 2 days. I just want them to stop delivering the Mon-Sat paper for security purposes.

  

  Business response

  05/03/2024

  
  May 3, 2024
  
  ***********************
  1656 ***************
  *********************
  
  Re: Better Business Bureau of ********* and ************ Complaint ID: ********
         Star Tribune Account Number: *******
  
  Dear **************:
  
  I am responding to your complaint with the ** BBB concerning the continuing unwanted delivery of our Monday through Saturday print edition. We regret the inconvenience to you in resolving this matter.
  
  Our records indicate that you should only be receiving the Sunday print edition of the Star Tribune. St. **** distribution management has assured us that corrective action will be taken immediately to stop delivery Monday Saturday. We acknowledge that this unwanted delivery is particularly problematic when you are away from home.  
  
  Your print delivery is currently on a temporary stop we will resume Sunday only delivery as requested on May 24th. We appreciate your loyal readership and have added 4 weeks of complimentary ************** to your account.
  
  Our apologies again for the frustration you encountered in stopping these unwanted deliveries. 
  
  Sincerely,
  
  
  
  
  *************************
  Senior Customer Advocate
  
  CC: *********************, ********************** of ********* and ************
         ***************************, Star Tribune STP Distribution
  
  
                 
  
  

  Customer response

  05/07/2024

   I am rejecting this response because:

  I accept the response premise however the Star Tribune is not honoring their own response. Their response of May 3rd indicated we would not receive a paper till May 24 (including the vacation holds for Sundays). We did still get papers on Sat May 4, Sun May 5, and Mon May 6. I understand that the Sunday paper is only a vacation hold and not part of the official complaint however the Strib response did acknowledge the hold and said they would stop the delivery till our return. They failed to do this or to stop the Mon to Sat deliveries as of yet as they said they would. We are in ***** coordinating paper pick *** by family and this complaintperhaps those responding would like to go past my house every day and pick up my paper. Perhaps then they would understand my frustration and take care of this.

  in summary, their solution would be acceptable but their lack of implementation is not.

   

  
  

  

  Business response

  05/13/2024

  
  
  
  
  May 13, 2024

  
  ***********************
  1656 ***************
  *********************
  
  Re: Better Business Bureau of ********* and ************ Complaint ID: ********
         Star Tribune Account Number: *******
  
  Dear **************:
  
  I am disappointed to learn that our efforts to stop unwanted delivery of the weekday Star Tribune failed. (Your Sunday only delivery is also temporarily stopped).
  
  You currently have no active deliveries in our system. We did receive assurance from our delivery partner in *********** *************** that they would speak to their carrier about ceasing this unwanted delivery.
  
  I asked for and received verification from ************* field management this weekend indicating that this problem was finally resolved. Your Sunday only service will resume on May 24th.
  
  Please accept our apologies for the frustration caused by these unscheduled deliveries.
  
  Sincerely,
  
  
  
  
  *************************
  Senior Customer Advocate
  
  CC: *********************, ********************** of ********* and ************
         
  
  

  Customer response

  05/16/2024

   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.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are a public library who subscribe to the Star Tribune and provide the newspaper to patrons of our community. The paper is delivered by a driver and is thrown toward the building from the road. This has resulted on our newspaper getting wet (sometimes beyond use) and stolen several times over the course of the last few years. I have contacted the Star Tribune office many times asking that the newspaper be put into the outdoor book drop which is a few steps away from the street. The company is very good about crediting our account which is appreciated, but it doesn't help us provide the service of the newspaper to our patrons when it is too wet to be read. I have been told each time I call that the carrier will be notified and that my message will be given to their supervisor. I have been told a supervisor will call me a few times and I have never been called. This week, I asked that a supervisor call me by today or I would be contacting the Better Business Bureau. I have not been contacted. We are looking for better service. We are requesting that the newspaper get put into the book drop to protect it from the elements. I have tried many times to talk to a supervisor/manager at the office and have had no luck.

  

  Business response

  04/08/2024

  April 8, 2024
  
  
  *****************
  *****************************
  ******************************************************
  
  Re: Better Business Bureau of ********* and ************ Complaint ID: ********
  ******************** Acct:  # ********
  
  Dear Ms. **************************** to your complaint to the Better Business Bureau dated April 5, 2024.  Thank you for taking the time to make us aware of your delivery concerns.
  
  While it is true that we have fewer people delivering longer routes than ever before, we strive to give all of our customers timely delivery, and use a variety of tools to keep our product protected from the elements.  And although we cannot guarantee that all customer requests for delivery placement can be met, we do our best to accommodate such requests.
  
  The distributor serving ******* has requested that your route carrier deliver the librarys papers to the book drop as you prefer. (I received photo documentation of delivery to your book drop this morning). Our State Subscription Manager is aware of your delivery concern and will monitor delivery with your local agent.
  
  We appreciate you loyal readership in *******!
  
   
  
  Sincerely,
  
  
  
  
  *************************, 
  Senior Customer Advocate
  
  
  CC: *********************, Better Business Bureau of ********* and ************ 
  
  
  
  

  Customer response

  04/10/2024

   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.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had a subscription to the Star Tribune for years, Monday-Sunday. We have not our weekend paper delivered the last four weeks. Weve missed both Saturday and Sunday. Calling gets us a link to the online version but no physical paper and they cant seem to straighten this issue out. Because they miss the Saturday delivery we also do not get the Saturday Wall ********** which ST is contracted to deliver. There is clearly an issue with employment, 2 weeks ago only half our neighbors got their paper. Today (3-30-23) no one on our block got a paper.

  

  Business response

  04/03/2024

  April 3, 2024
  
  *******************
  3445 *************
  Minneapolis, ** 55408
  
  Re:BBB of ********* and ************ Complaint ID: ********
  ******************** Acct No.: *******
  
  Dear *****,
  
  *************** to your complaint to the Better Business Bureau regarding the missed restart of the weekend portion of your 7-day Star Tribune home delivery service. (Our records indicate service was temporarily paused for vacation between March 22 and March 25.) I apologize for the inconvenience caused by our service error.
  
  I have contacted our distribution agent for SW Minneapolis concerning this delivery issue and received assurance that immediate corrective action will be taken with your weekend carrier. 
  
  As a courtesy, we have credited your account for 1 week of complimentary 7-day service ($15.00) and hope you accept our apology for the inconvenience you have experienced.
  
  Thank you for being our customer we do appreciate your readership! 
  
  Sincerely,
  
  
  
  
  *************************
  Senior Customer Advocate
  
  
  
  cc:*********************, Better Business Bureau of ********* and ************ 
  
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a subscriber to the online edition of the Star Tribune. My auto renew credit card expired in 7/23, but I didnt enter my new card on my account because I wasnt interested in renewing my subscription. I assumed that if the Star Tribune didnt receive payment, they would discontinue my access to the online edition. I just received a letter for a collections agency for $80.93 because I hadnt cancelled my subscription. Apparently they sent out notices by snail mail to the address I had on file that I was still responsible for payment, but I didnt receive them because I had moved a year earlier. Although they had my email address and my phone number, they never attempted to contact me by either of those methods. Instead they reported me to collections. I am a senior citizen and have never in my life been charged for a magazine or newspaper subscription that I chose not to renew. This includes the *************** online, and my small local newspaper online. I feel like reporting someone to collections for a $81 debt without trying to reach them by any method but snail mail is drastic and unnecessary. I told their customer service department that Im happy to pay the money owed, but I wanted the collections notice removed from my credit report. They said there is nothing they can do about it. If I had been receiving hard copies of the paper and knew that it hadnt been cancelled, thats one thing, but this was an online subscription. It costs them nothing to have me still on as a subscriber, but this is their way of squeezing extra money out of their customers who want to let their subscription lapse.

  

  Business response

  03/20/2024

  
  March 20, 2024
  
  
  *****************************************
  **************************************************************************
  
  Re:       Better Business Bureau of ********* and ************ Complaint ID: ********
               Star Tribune Acct:  # ********
  
  Dear **************************:
  
  I am responding to your complaint to the Better Business Bureau concerning continued billing and subsequent collections activity on the Premium ********************** you subscribed beginning in December of 2019. I regret the misunderstanding of the terms and conditions of this auto renewing service.
  
  Our digital access services do disclose that delivery (or digital access) and billing will continue at the end of this term unless you call to notify us of your desire to stop service. Your last payment of $62.27 (prior to your credit card expiring) paid for service through July 27, 2023. Although your card had expired, we were unaware of your desire to stop service as credit card expiration does not automatically trigger a service stop. Although you may not have received them due to your move, we continued to send invoices through a 90-day grace ****** reminding you that service and billing was continuing.
  
  I trust that it was your intention to stop service upon the expiration date of your original subscription term. As a one-time courtesy, we have removed the past due amount of $80.93 from your account and have removed the account from collections status. The Star Tribune does not disclose retail account activity to credit reporting agencies,so you need not be concerned with any negative impact on your credit.
  
  We do appreciate your past readership of the Star Tribune and regret the misunderstanding of the terms of our Premium **********************.  We hope that you might re subscribe at some point in the future.
  
  
  Sincerely,
  
  
  
  
  
  *************************
  Senior Customer Advocate
  
  
  CC: *********************, Better Business Bureau of ********* and ************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On March 1, 2024, I purchased a one year, Mon-Sun, subscription to the Star Tribune. I received the first issue on Monday, March 4. The paper has arrived Monday through Friday since then. But the paper is not being delivered on Saturday or Sunday. I have contacted Star Tribune four times on-line regarding this issue, and once by phone ************. But they are still refusing to deliver the Saturday and Sunday paper. I am requesting that the Star Tribune start delivering the papers that I have paid for, which is Monday through Sunday delivery service for one year.

  

  Business response

  03/19/2024

  
  March 19, 2024
  
  
  *************************
  **************************************
  Minneapolis, ** 55418
  
  Re:         Better Business Bureau Complaint No.:21446212
                 Star Tribune Acct No.: ********
  
  Dear ******************:
  
  I am replying to your complaint to the Better Business Bureau regarding the missed start of the weekend portion of the 7-day subscription to the Star Tribune, which began March 4th. Thank you for subscribing - I apologize for the inconvenience resulting from these missed deliveries.
  
  I have contacted our distribution agent for Northeast Minneapolis concerning this weekend delivery issue. I have been assured that this routing problem will be corrected with the weekend carrier.  I have also credited your account to the original amount you paid ($156.00) to compensate for the missed deliveries.
  
  We regret the frustration this caused you on your new subscription - we do appreciate your readership and will get this fixed!
  
  Sincerely,
  
  
  
  
  *************************
  Senior Customer Advocate
  
  
  
  cc: *********************, Better Business Bureau ********* and ************

  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.  Can you please pass along this message:

  *************************, the Star Tribune Senior Customer Advocate who responded to my complaint, has stated that as a result of the missed weekend deliveries, he has credited my account the full $156.00 that I paid for the one year subscription.  Can you please pass along to him that I only expect credits for the days missed.  I don't expect the entire subscription payment to be credited.  I love getting the Star Tribune again, have thoroughly enjoyed the issues I've received, and am more than happy to pay for it.

  *************************

   

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  At the end of July 2023, I signed up for a 4 week trial of Sunday papers and digital access for $5. I did not get any papers delivered and called to report non-delivery. ******* apologized and said a manager would call me back. No call back, but I did start getting my papers. Shortly after that, I got a $5 refund to my bank from Strib AND an $5 OVERDUE notice in the mail and a bill for the subscription for $127. By this time, I had received the 4 papers, so I called in again and paid the $5 and asked ******* to please cancel my subscription. ******* said my account was "all set" through October due to non-delivery and they would have their manager fix the billing. My paper delivery stopped after October. In December, I got another bill for $127 and called in and explained the situation. ******* said they would have their manager sort it out.Today, I got a bill saying my account is in collections for $127. When I called, ******* said they would have their manager sort it out and call me back. In spite of being told multiple times that a manager would take care of this, it's STILL not taken care of. I asked if I could speak with a manager directly or call another number, but this is the only point of contact they will provide. These reps promise that someone else will fix the issue, and it still persists.

  

  Business response

  02/09/2024

  February 9, **** 
  
  Brittany Priest 
  3327 ********* 
  Minneapolis, ** 55406 
  
  Re:  BBB Complaint ID: ******** 
          Star Tribune Acct: # ******** 
  
  Dear ****************: 
  
  *************** to your complaint to the Better Business Bureau dated February 6, ****, concerning poor delivery service and subsequent billing and collections activity on your account.    
  
  The service you subscribed to included home delivery of the Star Tribune and Digital Access to the paper each day.  Our records indicate you reported that the Sunday portion of the subscription was not received. Our apologies for the inconvenience you experienced. 
  
  I have removed your account from collections you will not receive any further communication from ***** and *****. The Star Tribune does not report past-due accounts for newspaper delivery to the credit bureaus, so you do not have to worry about any adverse impact on your credit. The past due amount on the account has also been removed. 
  
  Again, our apologies for the inconvenience you experienced. We appreciate your readership and hope that you might re-subscribe to the Star Tribune at some point in the future! 
  
  
  Sincerely, 
  
  
  **********************;
  Senior Customer Advocate 
  
  
  CC: **************, Better Business Bureau of ********* and ************ 
  
  

  Customer response

  02/09/2024

   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.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My major issue is that the Star Tribune continues to "deliver" its paper to my address. This is a problem for many reasons. The main problem is that I do not want the paper "delivered" to my address, period. I do not have a subscription or any business agreement for them to be delivering papers to my address. I have called their customer service a dozen times asking them to stop the delivery. Each time they tell me they will "let the dispatcher know", however the problem persists. My main issue with this is that they throw the paper in various places on my driveway. In the winter this is a real problem their actions have resulted in damages to my snow blower machine. If they continue this practice, and any further damage to my snow blower machine incur, I will seek litigation. I want to give the organization a final chance to stop this practice. I also want to know what their plan is to ensure this does not happen again.

  

  Business response

  02/02/2024

  February 2, 2024 
  
  
  ************************;
  **************************************;
  ****************, ** 55432 
  
  Re:  ** BBB (Better Business Bureau) complaint ID.: ******** 
  
  Dear ****************: 
  
  We acknowledge your complaint to the ** BBB regarding an unwanted Star Tribune delivery to your address.  We regret the unintended inconvenience.  
  
  To be clear, the Star Tribune does not have any products active at your address in our system nor have you been charged for any.  I have sent an urgent notice to the distribution company serving your area that no Star Tribune products should be delivered to your address.  I have also removed your address from any future contact or product solicitation, including samples. 
  
  Again, our apologies for the inconvenience you have experienced.  
  
  Sincerely, 
  
  
  
  **********************;
  Senior Customer Advocate 
  
  
  
  cc:  **************, Better Business Bureau of ********* and ************ 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  the paper has not been delivered to big Falls postal **** since 12/22/23. I have called them 4 times, they say they will correct the problem but never do. say they will credit my acct. but have not seen one ***** I want my paper not a credit. Advise me please.

  

  Business response

  01/15/2024

  January 15, 2024 
  
  
  ***********************;
  *************** N 
  *********, ** 56627 
  
  Re: Better Business Bureau Complaint ID: ******** 
  Star Tribune Account Number: ******** 
  
  Dear Ms. *********************************** to your complaint to the Better Business Bureau concerning your ** mail subscription to the Greater ** edition of the Star Tribune. Happy new year to you! 
  
  To clarify, mail subscribers to the Star Tribune are served by **** first class mail in ********* and throughout the **. First class mail does not carry a next day delivery guarantee the post office states that 1 3 days is the average shipping time for mail of this designation. The Star Tribune does not, therefore, guarantee next day shipping or tracking of our papers sent first class.  This includes our independent inter-city shuttle teams that serve Greater *********.  That said, the **** typically does a wonderful job for most of our mail subscribers.  If deliveries are missed altogether, please call ************ to receive credit. 
  
  Our State Circulation manager has been in touch with you concerning this service problem. He and his staff will do everything possible to ensure consistent delivery of your subscription. We have also honored your request for credit of $30.00 which will be posted to your account on January 16th. Thank you for your loyal readership! 
  
  Sincerely, 
  
  
  
  
  **********************;
  Senior Customer Advocate 

   

  CC: **************, Better Business Bureau of ********* and ************

*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. ↩