ComplaintsforYankee Publishing, Inc.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  06/14/2024

  Ms. ****,
  
  Our apologies for the confusion. Someone at your address at some point in the past responded to one of our direct mail offers for a subscription. The good news is our subscriptions are no obligation, stop at any time. You are not on the hook for anything. Ignore any correspondence you might receive that is already in the mail. No need to return any products you have received. Yours to keep for the trouble. I will make sure your subscription is canceled.
  
  Thanks,
  Alan H******
  E-Commerce Director
  Yankee Publishing, Inc.
  1121 Main Street Dublin, NH 03444
  [email protected] | office 603-563-8118 x 187
  The Old Farmer’s Almanac | Yankee Magazine | Family Tree Magazine | New Hampshire Magazine
  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a gift subscription for my mother in 2021. In 2022, I did not wish to continue this, and Yankee automatically renewed this subscription. On 7/20/2022, I requested to cancel this with a refund. Yankee issued a refund for unused issues and ensured the subscription was canceled. On 7/25/2023, Yankee renewed the subscription without my request, and despite cancelling with request not to renew the previous year. I did not have a credit card listed on my account (that I could see via online log in), so they charged without my permission. They indicated they would receive a partial refund, as I had still received an issue I did not order. I requested to yet again stop the automatic renewal, and they assured me that the requested was in place. On 2/12/2024, I received an issue, and yet again contacted Yankee. They indicated they would refund $29.14 of the $34.97 I was charged, as I had still received an issue I did not order. I requested a full refund, as I did not authorize this renewal, and have not received a response. I asked yet again to ensure that I did not get an automatic renewal in the future.

  Business response

  02/27/2024

  We apologize for the inconvenience Ms. ******* has experienced.
  An additional refund is being processed in the amount of $ 5.83 to total a full refund. Ms. ******* will need to allow up to three weeks for delivery of her refund.

  Customer response

  02/27/2024

  
  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 PROVIDED that I can be given assurance that this will not occur again in 2025. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The Old Farmer's Almanac Attached Invoice This bill is for my mother. She has mid level dementia. Her mail has been changed to my address over a year ago in order for me to take care of her affairs. I have been seeing similar scams by other companies....sending magazines or books unsolicited then sending invoices to pay for them. I have been able to resolve others by contacting them by phone. The Old Farmer's Almanac does not allow you to talk to a human...I tried to resolve this online....they wanted to charge me to resolve it. I probably threw away this little paperback that was sent...I don't look at such trash, and with dementia my mother does not look at it either. I am looking for this company to credit the account for the $24.90 they are trying to charge her and not send any product/trash to her again. We are not paying this.

  Business response

  02/13/2024

  Mr. *******
  
  Sorry to hear about your mom. My Father-in-law is going through the same thing. 
  
  Please know your mom is not on the hook for anything. She owes us no money. Tear up any invoices you have or that may come. At some point in the past, she responded to some direct mail we sent out and started a no-obligation, stop at any time annual subscription. We will cancel the subscription. I just can't guarantee that another invoice might arrive that was already in the works. But as I said just ignore it. Also, if you received any books or calendars in the mail from us, no need to return anything, those are yours to keep. 
  
  Alan H******
  E-Commerce Director
  Yankee Publishing, Inc.
  1121 Main Street Dublin, NH 03444
  [email protected] | office 603-563-8118 x 187
  The Old Farmer’s Almanac | Yankee | Family Tree Magazine | New Hampshire Magazine

  Customer response

  02/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******2, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Have another subscription problem with YM - Another missing issue. Contacted YM customer service last week by email about it, they responded, the subscription expired with the 07/08-23 issue. Wrote back, double check please. YM reposnse: it was entered as a 9 issue sub., “According to our records, your subscription expired with the July/August 2023 issue; therefore, you received the full term of your subscription, and no refund is due.” But I didn’t ask for a refund. My response: subscription is for 2 years at $34 (03/04-22 to 01/02-2024), attached copy of cancelled check (front and back – shows paid to YM via Wells Fargo Bank) and photo of the subscription form I sent YM in 04/22. YM responded with the same message – it expired …. 3rd try - again with the check copy and the photo of the subscription form. No response from YM. On the 4th try YM responded , if I want the missing issue I have to setup and account and report the issue missing so. My response, “is the account now setup to expire on 01/02/-2024” and I do not have an account nor do I want one. No response from YM. Tried a 5th time, same response… expired. Tried a 6th time–… expired. 7th try… no response. 8th try: According to our records, your subscription expired with the July/August 2023 issue; therefore, you received the full term of your subscription, and no refund is due.” 9th try… no response. 10th tty… expired. 11th try… setup an account. I do not want an account nor will I be forced to setup an account. YM took my money without an account, so fix it. YM CS has the check copy, but no one will research my payment. Over the last 7 years, had several missing issues and wrong expiration dates, and with a lot of effort on my part, were resolved. But this time it’s a nightmare. My patience is at an end. I paid for a 12 issue subscription. YM caused the problem, not me. I want my subscription to end with the 01/02-2024 issue and have the 08/09-2023 issue sent to me by **** mail. Thanks.

  Business response

  09/26/2023

  The order that we received was for a ONE year subscription, NOT a 2 year.  So we offset the money set in with the offer.  Since we were contacted and given the correct information we had since corrected the offer for the consumer and added the additional 3 issues.  This has been taken care of by YM and contact has been attempted with the consumer. 

  Business response

  09/27/2023

  Our records indicate we got the original order on 3/17/2022 for 9 issues, we corrected the order for 12 issues, and the last issue mailed was the Sept/Oct 2023 issue.  The subscription was extended out to March/April 2024.  I will resend the S/O 2023 issue.  It is difficult to go back and forth to ask questions.  If the consumer would like to speak with us we can get more clarity on which issue they have not received.  My direct line is ************ and ext *****.  The Nov/Dec issue should be received NO later than  Nov 7, 2023.  Please feel free to contact me directly so we can better assist you. 

  Thank you 

   

  Customer response

  09/28/2023

  Hi again, reconsidered my last response. Please change my reponse to: "accepted business' offer". Please confirm change. Thank you for the help, Regards, ** *****

   

• Initial Complaint

  09/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ongoing since June 2022 I have not been able to access VIP Articles since June 2022. I have also been having login issues since June 2023. Every time I have emailed in asking for help, I either do not get an answer back or I get - "Request #45852 "Website problems" was closed and merged into this request. Last comment in request #45852:" but there is no answer. There is only this message and this is what I get every time I write it. This has been going on for the last year & I have not been able to access my VIP Articles and lately I have not been able to login to my account. I do not know how many times I have emailed now, but I am willing to bet it's close to 100+ by now. I would like help resolving these issues and to not be continuously having these issues and for somebody to answer me when I write in.

  Business response

  09/05/2023

  Please extend our apologies to *** ******. She is a valuable customer who has placed many orders with us. We sincerely apologize for the frustrating experience.
  
  One of the products *** ****** purchased was access to hidden premium content on our website FamilyTreeMagazine.com.  She has not been able to access the special content. We’ve communicated many times over the last year with her via email to resolve the problem. Unfortunately, we cannot fix the problem remotely but have advised her of all the standard resolutions. The problem is not widespread and only impacts *** ******** device. As such, the problem most likely lies with *** ******’s device.
  
  At this point, *** ******’s order has been fully refunded ($39.99) and she has been given store credit over the last year to purchase other items as an apology. 
  
  Thanks,
  Alan H******
  E-Commerce Director
  Yankee Publishing, Inc.
  1121 Main Street Dublin, NH 03444
  The Old Farmer’s Almanac | Yankee | Family Tree Magazine | New Hampshire Magazine

  Customer response

  09/06/2023

    ********** ********
  
  I do not accept the business's response as a resolution to my complaint because:

  As I Am Appreciative of the credit, my questions were not answered.

  I had asked more than one time why I was ignored w/o any help with emails being merged & closed with no response from Family Tree. 

  I had also asked several times why I could not access my VIP Articles and I gave them what I was seeing on my screen. I did get an email with suggestions on how to log in to my account.  But since I have been having issues accessing my VIP Articles since July 2022, I still do not know why I can't access them as that has never been answered.  The answer that has been provided to you is the 1st time I have heard that it could be my device. 

  As you can see, I have been asking these questions for awhile.  

  Again, I appreciate that they gave me a credit for the VIP Articles and a store credit last year for the issues I was having with my account after they upgraded the website.  I would really appreciate knowing why I get those emails saying merged & closed with out any body answering whatever questions I have asked.

  I would also like to know how to access the VIP Articles?  I realize that I will need to pay for it again.

  Thank you,
  

  ***** ******

  Business response

  09/08/2023

  *** *******
  
  I am disappointed you did not accept our response but understand. You and I communicated privately via email after your initial complaint. I now recognize the frustration that our customer service representatives and you feel. There is a complete communication disconnect between my organization and you. I take responsibility for this. We try to be diplomatic and that may have gotten in the way. Thus, I am going to be direct.
  
  There are roughly 5,000 customers who purchased the same premium content website access as you. No one else is having a problem. No one likes to hear this but the obvious conclusion is that this is either operator error or a problem with your computer/device. As we are not a computer IT helpdesk or have direct access to your computer, we do not know what the problem is and never will. You can keep asking the question of why you cannot get access, but the answer will not change. We simply do not know. It is unknowable for us.
  
  As to not responding or closing message tickets. There were just so, so many messages from you. We answered many of them for a long time but then stopped. The customer service people strongly feel they answered the same questions as best as they could numerous times. At some point, they recognized the conversation was just going in circles, there was no solution, and they had to move on. They should have been clearer but they did not want to offend a very good customer.
  
  It concerns me that you wrote in the follow-up to your original BBB complaint “I would also like to know how to access the VIP Articles?  I realize that I will need to pay for it again.” Those two sentences indicate we are still not communicating well enough. Let me say this in the plainest terms possible – you cannot and never will have access to the VIP articles. Do NOT buy the product again. It will not work for you and we do not know why. I do not know how to be any clearer. Please forget about the product.
  
  At this point, we have refunded your money for the product in full, given you store credit, and have provided the best answers we have many times. You have our sincere apologies. It pains me to write this – but we will no longer respond to any message on this topic.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 4/21/22 I subscribed to Yankee Magazine. I paid $10.00. I never intended to renew the subscription. Yankee Magazine never contacted me with a renewal notice. They just automatically charged my credit card on 1/18/23 for $19.97 for a renewed subscription. This is unethical business practice. Magazines always send a renewal notice, requiring you to re-subscribe and pay for another year. I want a refund as I never intended to renew. When I login to my account on their website NewEngland.com there is no option to cancel your membership. They require you to call during M-F business hours and work through a long automated system. I have yet to reach a human being. There is no account number when I login to the website. I also was never emailed an account number. Only my name and address are on my account on the website. I was never emailed informing me that a renewal was happening or asking for confirmation of my desire to be renewed. Auto-renewal is a scam. I want my subscription cancelled and my $19.97 refunded immediately.

  Business response

  02/02/2023

  Our customer service reached out and this has been taken care of and confirmation of refund has been sent as well.

  Is the customer saying otherwise?

  Thank you,

  Chris T******

  Customer response

  02/03/2023

   
  Better Business Bureau:
  
  Complaint  ID ********

  
  

  Customer Service human on the phone was finally spoken with and agreed to refund the auto-renew subscription.

  The company refunded the money for the auto-renew subscription and this complaint is resolved for now. 

  Unless they try to charge again next year. 
  

  
  

  
  

  *** ****
  

  cell ************

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3-20-22 I purchased 3 E-products ( Order # 937637) from Family Tree Magazine. paying $49.97 with my credit card. I was unable to access the products. On 3-25-22 I requested tech assist chatting with "Experts Online", Pearl W*****, & Ellen. msg my contact info (phone .email address) & requested a verbal contact @ 6p.m. that evening which they indicated would be possible. Tech emailed link to "Just Answer" to provide info. about the tech issue. It had a charge of $1.00 which the site indicated was refundable. I exited the site. I felt I should not pay another $ for items I already purchased. At 5:45 I went on the FTM site and the "Just Answer" site appeared , wanting to access my e-documents I entered my information on the Just Answer site and while messaging the FT Experts online I was told they were looking for someone who could address my tech issues. Waiting for their assistance my phone signaled that I had a fraud alert from my credit card company. I was billed $1 and also $46 by Just Answer. I informed the tech online that I had a fraud alert report. I contacted my cc company and they closed my account, gave me the number of Just Answer. I informed called them I had not agreed to a billing for anything other that $1 refundable and after discussion they agreed to cancel the $1, and $46 charge. I was still on line with FT Experts who sent computer generated, wait msgs regarding looking for assist for me. No assist was ever given. On 4-5-22 I contacted Yankee Publishing speaking with Lily, May, Amer & Daisy requesting to speak with a superv, Each call averaged 40 min with wait time & was dropped during transfer. I spoke with Nina (56 min 53 sec) who stated she would forward my request for refund for my order to the "Team" and they would message me in 48-72 hr. Initially I wanted a hard copy of the products I had paid for, now I want a refund and an apology. An adjustment cannot be made to my credit card company as the account had to be changed due fraud.

  Business response

  04/14/2022

  Email correspondence was sent to this customer on 3/25/22 that included delivery of the 3 ebooks.
  
  The customer clicked on a 3rd party ad /Google Ad on the Family Tree website that took her to an external site (JUST ANSWER) that we have no control over.
  
  Family Tree Magazine has delivered the products AND issued a full refund of the products $49.97 on 4/13/22.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  "B.B.B., My sister's name is ************, 1************************************* - Phone: 203********9, my sister is a elderly, handicapped person. I am a disabled Vietnam vet of the U.S. Marines. Back in Aug-Sept, 2021 I gave her the money to pay for the subscription to the "Old Farmer's Almanac" for $9.95 plus $4.95. The old farmer's almanac never provided me with the paid subscription, never returned my order, and as you see, has not answered either of my letters, and as you see, and as you can see, the address they used could be fake. Because of what they did to us and put us through, I want nothing from them except my money back. My sister and I will be very thankful if you can help us with this matter. You may contact my sister if you should need any further information. Thank you. Sincerely, **************

  Business response

  03/21/2022

  Business Response /* (1000, 5, 2022/03/07) */ Contact Name and Title: Alan H******, Director Contact Phone: (***) ***-**** Contact Email: *****@yankeepub.com Mr. ******, We're sorry to hear your sister did not receive her Almanac. We are happy to issue a full refund and send her an Almanac now for her trouble, but we need some information about the original purchase in order to refund it. How was the order placed, on our website or through the mail? Did you pay by credit card or check? Do you have a check number or copy of the canceled check? Maybe an order number? We cannot find an order from you or your sister. We searched several different ways. Again, we're happy to refund the order but need some information to go on.

*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. ↩