ComplaintsforStar Tribune Media Company, LLC

• Initial Complaint

  01/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I downloaded the Star Tribune app to my phone in May 2021. At some point I was told I needed to pay to keep reading. I can’t remember how much I paid. Later, I bought a new phone and did not install the app. Because I wasn’t using their service it never occurred to me they would try to charge me anything. If they sent email or snail mail I would have assumed it was just advertising. One email said “Pay today to continue receiving the news and information you trust.” I didn’t read past that because I assumed if I didn’t pay I would simply no longer have access (like nearly all other apps work). I decided to open a letter today because I wanted to find the number to call and tell them to stop sending me junk mail. I had no idea it was a bill until I opened it. When I called to tell them I hadn’t used their service for months, they told me that even if I hadn’t been using their service if I didn’t pay $51.77 immediately it would go to collections.

  

  Business response

  01/16/2022

  
  January 17, 2022
  
  
  Nathan **** **** * **** ******* **** ************ ** *****
  
  Re:       Better Business Bureau of Minnesota and North Dakota Complaint ID: 16461206
               Star Tribune Acct:  # ********
  
  Dear Mr. Tift:
  
  I am responding to your complaint to the Better Business Bureau concerning the Premium Digital Access introductory offer you originally subscribed to in May of 2021.  I regret any misunderstanding of the terms and conditions of this discounted offer.
  
  Our introductory offers, (including the offer you accepted), 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.  Our renewal notice sent prior to the expiration of this offer on November 7th also contained the reminder that service would continue unless you called to stop service. Subsequent notices were also sent on December 5 and December 26th.  We did not hear from you during this grace period.
  
  Although we disclosed the terms of this special offer and its ongoing service, 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 $29.18 from your account.  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 Digital Access service.  We hope that you might re subscribe at some point in the future.
  
  
  Sincerely,
  
  
  
  
  
  John M*******
  Senior Customer Advocate
  
  
  CC: Ashley Anderson, Better Business Bureau of Minnesota and North Dakota

  Customer response

  01/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16461206, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Since Christmas, my paper delivery of The Star Tribune has deteriorated. Last weekend, the Friday and Saturday issues ended up in the snow in my front yard. The Sunday paper was tossed from a car and landed on front sidewalk. I am 80 years old with severe arthritis. This type of service is unacceptable to me for health reasons. I have an open porch that is about 30 feet from the street. If service does not improve, I will cancel my subscription.

  

  Business response

  01/13/2022

  
  January 14, 2022
  
  
  ***********************
  *************
  Minneapolis, ** 55419
  
  Re:          Better Business Bureau Complaint No.: 16456274
                  Star Tribune Acct No.: ********
  
  Dear ******************:
  
  I am responding to your complaint to the Better Business Bureau regarding the delivery placement of your weekend subscription to the Star Tribune.  You are a good customer, and we regret the frustration caused by recent poor delivery service.
  
  I have contacted our independent distribution agent for SW Minneapolis (*********************) concerning this delivery issue.  Our agent confirmed that the route serving your neighborhood is temporarily open (carrier leave until Jan 31) and is being delivered by substitute carriers upon completion of their regular routes.  Our agent is aware of this problem and although we do not guarantee a particular delivery location, he does expect service on the route to improve upon the regular carriers return in 2 weeks.
  
  I have credited your account for 2 weekends of complimentary service ($17.00) and appreciate your patience with our substitute carriers.
  
  Our best wishes this new year.  We do appreciate your loyal readership!
  
  Sincerely,
  
  
  
  
  *************************
  Senior Customer Advocate
  
  
  
  cc:           *****************************, Better Business Bureau *********, and ************

• Initial Complaint

  12/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My regular carrier is gone for 6 weeks and I have received my paper only once in the first week. I have called each day and received re-delivery only once. The account is in the name of Mark Jarboe. I would like to be credited for twice the number of papers I have not received AND I would like someone to escalate this such that the problem is solved. We have been daily subscribers for more than 40 years and have never had such poor service.

  

  Business response

  12/29/2021

  
  December 29, 2021
  
  
  Patricia ************ **** * **** ******* ******* ************ ** *****
  
  Re:          Better Business Bureau Complaint No.: 16398705
                  Star Tribune Acct No.: *******
  
  Dear Ms. *************
  
  I am responding to your complaint to the Better Business Bureau regarding missed deliveries of your 7-day subscription to the Star Tribune.  You are a good customer, and we regret the frustration caused by recent poor delivery service.
  
  I have contacted our independent distribution agent for SW Minneapolis (Maverick Distributing) concerning this delivery issue.  Our agent confirmed that the route serving your neighborhood is temporarily open (carrier leave until Jan 31) and is being delivered by substitute carriers – upon completion of their regular routes.  Like all US employers, we are experiencing significant shortage of 3rd shift workers.  Unfortunately, this labor shortage has only accelerated during the Covid-19 pandemic.  Our agent is aware of this problem and will make every effort to deliver each day during your carrier’s leave.
  
  I have credited your account for 2 weeks of complimentary service in addition to those credits you have received for papers you have reported as missed.  We appreciate your patience - please remember that the 7-day print subscription also includes 24-hour digital access to the news at StarTribune.com. 
  
  Our best wishes this new year.  We do appreciate your loyal readership!
  
  Sincerely,
  
  
  
  
  John ********
  Senior Customer Advocate
  
  
  
  cc:           Ashley Anderson, Better Business Bureau Minnesota, and North Dakota

  Customer response

  12/30/2021

   I am rejecting this response because:

   It is now nearly one week later.  We continue to call every day and report our missing papers (both the Star Tribune and the WSJ).  We have yet to receive even one copy of the Star Tribune (or WSJ) despite our daily complaints.

   

  Yes, I know these are substitutes, and yes, I know it is hard to get employees right now.  However, finding, hiring, training and compensating employees are all necessary to the running of any business.  Whoever "the agent" is, someone needs to do a much better job of addressing this delivery issue.  Mr. ******** in his response says nothing about what he and the Star Tribune are doing to solve this problem.

   

  In the meantime I still receive no paper and must spend time calling every day in order to be credited for the missed issues.

  
  

  
  

  

  Business response

  01/03/2022

  
  January 3, 2022
  
  
  Patricia ************ **** * **** ******* ******* ************ ** *****
  
  Re:         Better Business Bureau Complaint No.: 16398705 (via BBB website only).
                  Star Tribune Acct No.: *******
  
  Dear Ms. *************
  
  I appreciate your thoughts on improving Minneapolis Star Tribune home delivery service in the Lake Harriet area.  It is true that we are in critical need of additional carriers throughout our service area – as are newspapers around the country.  We certainly regret the inconvenience caused by your carrier’s temporary leave.
  
  I asked our Agent to confirm delivery at your address – I do not see any further missed delivery complaints since 12/31.
  
  We are working hard on assisting our Agents identify candidates to fill open routes.  We remain optimistic that our continued recruitment efforts will result in improved service and that the inconvenience you have experienced, will be short lived.
  
  Best wishes this new year, your patience is appreciated,
  
  
  
  
  John ********
  Senior Customer Advocate
  
  
  
  cc:           Ashley Anderson, Better Business Bureau Minnesota, and North Dakota

  Customer response

  01/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16398705, and find that this resolution is satisfactory to me.

  However, I note that while the agent is now delivering the daily paper albeit often in the snow near the curb, we have yet to receive the WSJ which should be coming from the same agent at the same time.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Early in 2021, I submitted a request on Star Tribune's website to stop receiving their advertisement packet, the StribExpress. I was told on January 22nd that the issue would be resolved. It was not. I submitted a second request online, and was told it would be resolved. Since this second webform request, I have submitted one more cancellation request, and I have called no less than four times and spoken with representatives. Each time, they assured me that I would no longer receive the StribExpress. I most recently contacted Star Tribune about this issue last week Wednesday. Three days later, on Saturday morning, I received the StribExpress. I am not a subscriber (I need to inform them that I do not have an account every time I contact them) and I do not want their litter on my driveway every weekend. After seven times contacting them, they still deliver this unwanted junk.

  

  Business response

  12/28/2021

  
  
  
  
  
  December 28, 2021
  
  
  
  Steven *******
  **** ****** **** ******** ***** ** *****
  
  Re:  Better Business Bureau of Minnesota and North Dakota Complaint ID: 16384406
  
  Dear Mr. *******:
  
  We are in receipt of your Better Business Bureau complaint regarding unwanted Strib Express delivery at your address.  We regret the unintended inconvenience to you and know this can be a nuisance.
  
  To be clear, the Star Tribune does not have any print products active at your address in our system including Strib Express.  I have sent an urgent notice to TJK Distribution, the independent news delivery agent in your area, indicating that no Star Tribune products should delivered to your address.  Star Tribune field staff will check your address within the next 2 weeks to make certain that the delivery of this product has ceased. 
  
  Again, our apologies for the inconvenience (and multiple calls) you experienced in resolving this matter. 
  
  Sincerely,
  
  
  
  
  John ********
  Senior Customer Advocate
  
  
  cc:        Ashley Anderson, Better Business Bureau Minnesota and North Dakota
               Conrad Anderson, Strib Express Delivery Verification Manager
  

  Customer response

  01/01/2022

   I am rejecting this response because: The StribExpress was delivered today, January 1st. If TJK Distribution is the reason for this error, know that they have been in error for an entire year. If they are contracted to deliver to specific addresses, and they continue to deliver to an address they have been explicitly told NOT to deliver to multiple times (7+), it might be time to find a distributor that is doing the job they are being paid to do. This one is clearly not.
  
  
  

  

  Business response

  01/06/2022

  
  
  
  January 6, 2022
  
  
  
  Steven ******* **** ****** **** ******** ***** ** *****
  
  Re:       MN BBB Complaint ID.: 16384406 (2nd request) via BBB portal only
  
  Dear Mr. *******:
  
  I understand that we were not successful in stopping the delivery of the free Strib Express at your home.  I share your frustration in accomplishing this seemingly simple task.    
  
  Although we do have 3 active Strib Express customers on your block, let me restate you’re your address is not on any delivery list from the Star Tribune.  I have again asked our field personnel to remind our independent carriers that 6717 Bethia Lane is not to receive deliveries of any type from the Star Tribune.  Field management staff will verify that delivery of this product has stopped this weekend (January 8-9).
  
  Again, our sincere apologies for the inconvenience you have experienced in getting this resolved.  Thank you for bringing this to our attention.
  
  Sincerely,
  
  
  
  
  John ********
  Senior Customer Advocate
  
  
  
  Cc: Ashley Anderson, BBB of Minnesota and North Dakota

• Initial Complaint

  12/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I subscribe to the Star Tribune Monday-Friday paper and the Saturday-Sunday editions.The weekday carrier for the daily paper fails to delivery the paper and when delivered is sometimes found on the street, in my neighbor's yard, in the snow in my yard and once in the shrubbery.I have called the Star Tribune every week and nothing is done to correct this on-going problem.

  

  Business response

  12/20/2021

  
  December 20, 2021
  
  
  *******************
  ***************************************
  
  Re:          Better Business Bureau of ********* and ************ Complaint ID: ********
                  Star Tribune Acct:  # ******
  
  Dear ****************:
  
  I am responding to your complaint to the Better Business Bureau of ********* dated December 16, 2021. We do take your remarks seriously and know that you have contacted the Star Tribune previously concerning Monday - Friday delivery placement concerns.
  
  While we aim to please as many customers as possible with door delivery of our products, it is not always possible.  Most of our print subscribers are seniors, have mobility issues, or other valid reasons to request the paper as close to the door as possible.  Due to changing readership and current employment market realities, we have less people delivering longer routes than ever before.  Delivery staffing levels have been significantly impacted in the wake of the ***** 19 Pandemic.  In the end, we ask our independent distributors to be mindful of their customers delivery preferences but cannot compel them to meet all such requests. I have related your delivery preferences to our agent and asked them to deliver the weekday paper as close to your house as possible.
  
  Because mobility is a concern, you may also wish to consider the electronic version of the Star Tribune. Available in an exact replica of the Star Tribune, the e version of the paper eliminates all the inconvenience posed by Winter weather, and is delivered to your e mail box, rain or shine each morning.
  
  We do appreciate your loyal readership and have added 2 weeks of complimentary 7-day service to your account in the spirit of the season.
  
  
  
  Sincerely,
  
  
  
  
  *************************,
  Senior Customer Advocate
  
  
  CC:  *****************************, Better Business Bureau of ********* and ************
  

• Initial Complaint

  12/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My mother is 85 years old and does not have any technology except for cable TV. Awhile back, the Star Tribune included a trial of the Washington Post with her normal Sunday delivery subscription. She never requested this service and just thought it was a trial and that after the trial she would continue on just receiving her Sunday paper. She does not have email. But just like the Pioneer Press did to her, they deliver something and then put it on the consumer to have to contact them or they will start getting billed. I find this practice deceiving and ma**** people have to call to NOT get billed is backwards as people should get to order something when they decide and not when a delivery service makes the decision for them. She now has a bill for twice the amount as the Washington Post is now a part of her subscription. She called to talk to a Star Tribune representative and received no clarity on the issue. Her subscription also went from an 8 week term to a 13 week term and the term dates don't even match up. She eventually got frustrated with their Customer Service and cancelled her subscription, which is sad because I know she liked receiving the Sunday paper.

  

  Business response

  12/20/2021

  
  
  
   December 20, 2021
  
  
  Mary **** ***** ****** ***** ********** ** *****
  
  Re:          MN BBB Complaint ID: 16358703
                  Star Tribune Acct:  # 7465925
  
  Dear Ms. ****:
  
  I am responding to the complaint filed with the MN BBB on 12/13/2021 (by your daughter, Karen) concerning the added subscription to the Washington Post Magazine which resulted in a change in your subscription rate.  I apologize for this misunderstanding and the inconvenience you experienced in attempting to correct this.
  
  Our records indicate that you were contacted by our subscription sales team on November 21st, and that you agreed to begin receiving the Washington Post magazine with your Sunday paper – at a rate different than the one you had been paying.  Based on the complaint filed, it’s clear that you did not understand or did not want this additional product, nor did you have success in reversing this unwanted subscription change.
  
  I have restarted your Sunday only service effective 12/26/21 and have credited your account for 5 complimentary Sunday deliveries courtesy of the Star Tribune.  If you do not wish to continue service Sunday delivery after January of 2022, you will need to contact customer care at 612 673-4343 to stop delivery.  If you wish to continue service after January, no action is required on your part.
  
  Again, our apologies for the unintended inconvenience you experienced in resolving this matter.  Please accept our best wishes to you and your daughter Karen this Holiday Season!
  
  
  Sincerely,
  
  
  
  
  
  John ********
  Senior Customer Advocate
  
  
  cc:  Ashley Anderson., MN BBB

  Customer response

  12/20/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16358703, and find that this resolution is satisfactory to me.

• Initial Complaint

  12/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The week day paper is seldom delivered. When it is it is tossed very far from the porch. I have called customer service, e mailed the depot supervisor and the person in charge of circulation with no response. This has been going on since the new carrier started over one year ago. I read on line that many people have a similar problem with this company.

  

  Business response

  12/20/2021

  
  December 20, 2021
  
  
  Thrace Soryn
  ************************************************
  Minneapolis, ** 55405
  
  Re:          ** BBB Complaint No.: 16346988
                  Star Tribune Acct:  # *******
  
  Dear Thrace,
  
  Before responding to your most recent complaint to the ** BBB, please accept my warm wishes for a happy holiday season.  We have spoken and corresponded about your delivery service over a long period of time, and I trust that you know that I care about your concerns.
  
  As we have previously discussed, we no longer have the delivery resources to assure delivery to the door and therefore make no assurances that all delivery requests for a particular location can be honored.  Due to current employment market realities and changing demographics in our print business, we have less people delivering longer routes than ever before.  And while we do expect the paper to be delivered each day, we attempt to get 100% of the product delivered by 6 am each weekday, we cannot assure that this goal can be achieved (especially in the Winter) for the reasons previously cited.
  
  From earlier conversations, I know that you are reluctant to try our online *- *dition although I continue recommend that you keep an open mind on the product.  Id like to think that the importance of the news supersedes the way it is presented and the * *dition would eliminate all the problems you are currently experiencing.  I hope you will respond favorably to my offer (via BBB system) to try the service for free for one month give it a try! 
  
  As always, we very much appreciate your loyal readership over the years and have added 2 weeks of complimentary 7-day service in the spirit of the Holidays.
  
  
  Sincerely,
  
  
  
  *************************,
  Senior Customer Advocate
  
  
  CC: *****************************, Better Business Bureau of MN and ND
  
  

  Customer response

  12/21/2021

   I am rejecting this response because:
  
  The week day delivery has been a problem for several years. The carrier delivers the paper to the people next door who are subscribers but often delivers it to me much later,730AM or, at least twice a week,there is no delivery.
  It is often tossed into water puddles or snow banks when there is a sidewalk and porch with a roof that would keep the paper dry. Since this is an ongoing issue that  is never solved I no longer accept these endless explanations.

  

  Business response

  12/21/2021

  
  
  
  
  
  
  December 21, 2021
  
  
  Thrace Soryn
  ************************************************
  Minneapolis, ** 55405
  
  Re:          ** BBB Complaint No.: 16346988
                  Star Tribune Acct:  # *******
  
  Dear **************:
  
  I have related your delivery location request to your weekday carrier team.  As previously disclosed, we are unable to assure delivery to your porch for reasons previously stated.
  
  I have enclosed photo documentation of this mornings delivery.  Please know that I care about your concerns and will do all that I can to improve the consistency of your delivery.
  
  
  Sincerely,
  
  
  
  *************************,
  Senior Customer Advocate
  
  
  CC: *****************************, Better Business Bureau of MN and ND

  Customer response

  01/05/2022

  I am not receiving my deliveries every time. This has been an on-going issue. Please address and fix this issue. 

• Initial Complaint

  12/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This is a new complaint. Since October 4, I have called every week because I my paper wasn't delivered. I filed a complaint with the BBB during the first week of November. The "Manager" ensured the paper would arrive the following Sunday, November 10. IT WASN'T THERE. After calling again, I finally received the paper on November 14 and 21. I have not received a paper since then. Guess I should not have closed my complaint.

  

  Business response

  12/13/2021

  
  
  
  
  
  
  December 13, 2021
  
  Ruth ***** ***** ******** **** ***** ****** ** *****
  
  Re:         Better Business Bureau Complaint No.: 16032600
                  Star Tribune Acct No.: 12783573
  
  Dear Ms. *****:
  
  I apologize for the ongoing uncertainty surrounding the delivery of your Sunday Star Tribune.
  
  Our distribution agent for Maple Grove assured me that the paper is being delivered each week – he personally delivered it on Sunday, December 12th although you again reported it as missed. I have attached a photograph verifying this delivery to your driveway.
  
  It’s possible that with multiple hands delivering this weekend route, that the paper is being delivered to your StreetSide tube at times, driveway other times.  Based on the comments included in your customer account information, I have asked that the paper be delivered to your news tube each week for consistency’s sake.
  
  I truly regret the inconvenience you have experienced with your Sunday delivery and am confident that the problem has been resolved.  Our best wishes for a Happy Holiday season.
  
  Sincerely,
  
  
  
  
  John ********
  Senior Customer Advocate
  
  
  
  cc:           Ashley Anderson, Better Business Bureau of Minnesota and North Dakota

  Customer response

  12/14/2021

   I am delaying acceptance because:
  
  First, I want to apologize for December 12, my mistake. My two previous paper deliveries were placed in the black paper mail box. Monday afternoon (12/13/21) I noticed the orange bag laying on the side of the driveway. Either way, since I restarted the paper October 4th, this is the THIRD delivery I received. Let's give a another week or two and see if delivery continues.

  
  

  Ruth *****

• Initial Complaint

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been charged automatically for digital access I have not received. I was told they would check their recorded calls for proof of my ordering it. I got a reimbursement for the November charge, and was told a supervisor (Dawn Rose) would determine the May 2021 after checking whether I received the access or not. I have called 5 times and was told today to take it up with my credit card company. They have charged me for 18 months - I will eat the Nov 2020 charge but want to be reimbursed for the May 2021 charge as I cannot and have not received digital access.

  

  Business response

  11/19/2021

  
  
  
  
  
  November 19, 2021
  
  
  Elizabeth ******** ***** ******** ***** **** ******** ** *****
  
  
  
  Re:          MN BBB Complaint ID:  16150912
                  Star Tribune Acct:  # ********
  
  
  Dear Ms. ********:
  
  I am responding to your complaint to the BBB of Minnesota and North Dakota dated November 17, 2021, concerning automatic billing for a Star Tribune Premium Digital Access subscription.
  
  Our records indicate that you changed (downgraded) your service on August 30, 2019, by eliminating Sunday home delivery but retained the premium digital access component of your subscription. It is clear from your complaint that you were not aware of, nor availing yourself to this service.
  
  As requested, a refund of $100.12 has been posted to your account today and will typically process within 5 – 7 business days. (This is in addition to the refund of $112.96 which transacted on November 4th).
  
  Please accept our apologies for the inconvenience you experienced in rectifying this matter. Our best wishes to you this Holiday season.
  
  Sincerely,
  
  
  
  
  
  John ********
  Senior Customer Advocate
  
  
  CC:  Ashley Anderson, BBB of Minnesota and North Dakota

• Initial Complaint

  11/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am filing a complaint concerning Star Tribune delivery issues. I have had a 7 day paper subscription with the Star Tribune for the 12 years we have lived in Ham Lake and for several decades previously when our residence was Coon Rapids. The weekend delivery service has deteriorated this summer to the point that we rarely receive a Sunday paper. I have resorted to using the Delivery Feedback mechanism to request redelivery and have begun using the call-in complaint, as several of the people I've spoken to have told me to only use the call in number, as they can elevate the issue to get it resolved. I've done this multiple times and nothing has been resolved. We did not receive a paper today (Saturday), even after calling the paper at 8:10 this morning and requesting re-delivery. In todays call I again mentioned the need to resolve the issue and was promised our paper would be re-delivered, which it was not. We have had to go out and purchase a paper for several months. We are on the verge of canceling the weekend paper, since we rarely receive it! We would like this issue resolved so that we receive the paper (7 days a week) before the 8am time specified by the Star Tribune.

  

  Business response

  11/17/2021

  
  November 18, 2021
  
  
  David ***** **** ***** ** ** *** ***** ** **********
  Re:          Better Business Bureau Complaint ID: 16143074
                  Star Tribune Acct No.: *******
  
  Dear Mr. *****:
  
  I am responding to your complaint to the Better Business Bureau regarding missed weekend deliveries of your 7-day subscription to the Star Tribune. You are a good customer, and we regret the frustration caused by inconsistent weekend delivery service.
  
  I have contacted our independent distribution agent for Ham Lake (East Metro Distribution) concerning this delivery issue.  Unfortunately, the weekend route serving your neighborhood had been open for an extended period. Like all US employers, we are experiencing significant shortage of 3rd shift workers. Unfortunately, this labor shortage has only accelerated during the Covid 19 pandemic. We are assisting your distributor in getting this route filled as soon as possible. In the interim, we expect the weekend route to be delivered by substitute carriers (upon completion of their regular routes) albeit later than desired.
  
  
  I have credited your account with 3 weeks of complimentary 7-day service ($35.00) in addition to the credit you have received for papers you have previously reported as missed. We appreciate your patience while we work toward improved service and apologize for the inconvenience you have experienced. We do appreciate your loyal readership and will do all we can to restore reliable weekend service in your area.
  
  Sincerely,
  
  
  
  
  John ********
  Senior Customer Advocate
  
  
  
  cc:           Ashley Anderson, Better Business Bureau Minnesota, and North Dakota

  Customer response

  11/21/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16143074, and find that this resolution is conditionally satisfactory to me.

  During the multiple calls I have made over several months to the Star Tribune customer service I was told to always use the 'call in' service, as they could 'elevate' the problem so that it would be resolved. On two occasions I also asked whether there was a person who was assigned to deliver the weekend paper and was assured that there was a someone who was assigned to deliver the paper. This was especially confusing when the Saturday paper was delivered as the weekday paper, oftentimes before 6:30 am, yet the Sunday paper was not delivered. That has forced us to go out to buy a paper elsewhere. This weekend is the first weekend in months that we have received a paper on both days! I have indicated that I find the resolution 'conditionally satisfactory', conditioned on the weekend delivery to continue such that we receive a weekend paper at the proper time (before 8 am). 

   

*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. ↩