ComplaintsforAlbuquerque Publishing Company

• Initial Complaint

  06/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Good Morning, I placed an ad in the ABQ Journal back in April and the ad never ran or was posted online for “Pets-Purebreed”, since then I have sent numerous emails to the classifieds ads customer service as well as main customer service, Customer service replied back they have forwarded the request to the appropriate people and have never replied back. I have sent emails on April 08, 24, 29, May 1, 9, 16, I have left 2 voice mails and no return. Amount request $172.58 Order Number ********

  Business response

  06/26/2024

  We apologize for this issue of your ad not running.  Originally the ad did not have a permit number which is required through the county ordinance.  Any ads selling animals will require this permit to publish.  That being said,  we are refunding this amount in full.  At the time we were transitioning to a new system which unfortunately caused a delay in turnaround.  We appreciate your business and again our sincerest apologies

  Customer response

  06/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** *******

• Initial Complaint

  04/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered daily delivery of newspaper on 02/05. Received delivery for a few weeks but then nothing no delivery notes or refund. To be fair I did not call everyday. But starting 04/ 25 I’ve called everyday and have not received a newspaper. They have only credited 3 days. And no solution to getting me a newspaper.

  Business response

  05/01/2024

  Subscription started on 2/5/24.  We were not notified of a delivery issue until 4/23/24.  At that time, the customer confirmed that she hadn’t called previously to report a problem. 
  We then notified our delivery team to work to get the issue resolved.  Unfortunately, the issue was not resolved, and the customer had to call again for the next week. 
  
  Two weeks’ credit has been issued for our Subscriber’s inconvenience.  Our delivery team has been notified that this is now an escalated complaint and needs to be taken care of.  They will be taking extra measures to ensure this gets delivered.    

• Initial Complaint

  08/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  7/10/23 received an invoice for 12 months of newspaper bill amount was 150.80. Sent credit card payment on 7/13/23 to their P.O. Box in Denver, Co. on 7/26/23 was charged 208.00 instead of 150.80. Called 8/11/23 after repeatedly calling and phone system hanging up on me. Talked to customer service supervisor and was told he could not do anything abou it and that they WOULD NOT refund if I cancelled. I proceeded to cancel as of today 8/11/23. I have filed a dispute on my credit for the full amount. But I want it know that they are dishonest charging higher amount that I did not authorize.

  Business response

  08/21/2023

  Ms. ***** agreed to a Promotional rate in June of 2022 and was informed it was a 12 Promotional Month rate that would then increase upon the end of that term.  Since she stopped her delivery while on vacation it extended the 12 Month term slightly.  In Late July 2023 she received the Renewal notice that showed her current Promotional rate that was still in effect at the time as being due for the new subscription period.  She submitted her payment in response to that notice.  When her payment was received however the new, non-Promotional rate had since taken effect on her account.
  
  When her payment was processed, she was charged the non-Promotional rate assigned to her account.  Ms. ***** received her invoice for the total charged and she called customer service to lodge a complaint on the price increase over the stated billing amount.  It was explained to her that the non-promotional rate period had ended, we apologized for the billing confusion on her subscription billing.  Ms. ***** was offered a 3-month credit against her subscription cost to offset the rate increase that was charged on her card.  Ms. ***** accepted the rate credit and agreed to continue her subscription with us.

  We apologize for any inconvenience or confusion this may have caused.

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