ComplaintsforThe Beaumont Enterprise

• Initial Complaint

  08/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Have to constantly call the enterprise about my paper not being delivered. When I call they tell me they will get my paper to me but many times it doesn’t happen. I am paying for shoddy service that they don’t seem able to resolve.

  

  Business response

  08/05/2022

  We have made several attempts to speak with the customer with no return phone calls.  We have worked internally to ensure delivery is being made and feel like we have resolved that issue.  In light of no return communication from the customer, we will also apply a $20 credit to the account for the trouble they have had.

  Customer response

  08/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17648634, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  01/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Several times per month the Beaumont Enterprise does not deliver my paper. I call and report it and sometimes request it be sent later that day, but I have NEVER received the promised replacement paper. They also tell me they are going to "credit" my account for the missing paper, but I am charged the same amount on the same day every month. There is no credit issued. I asked once why a credit was not issued to my account when it was missing several days service and they told me that by "credit" they mean they extend my subscribtion. That is not a credit, that is them pretending they are offering a credit for their lack of service. I pay for a daily service that is not being provided on a daily basis. This issue has been going on for years--I have tried working with them, but they only ofer lip service, not actual credits for their failure to keep their side of the contract.

  

  Business response

  01/18/2022

  Customer has been given credit 23 times between December 2019 and January 2022, for a total of 24 days.  i am attaching a list of all the credit days given.  This list will also show the change in expiration dates which coincides with the number of credit days given.

  As for payment days, our EZ pay or auto pay program is every 28 days.  Also in the attachment (there are three total tabs) are the payment dates.  You can see there, they payment dates to move to coincide with the credit days given.  For example there is payment on 8/11/2020 and the next payment is not until 9/14/2020.  That represents a total of 33 days in between, which coincides with the number of credit days given in that period.

  I realize the subscription extension may not seem to the customer to be happening on the payment cycles where there may only be one credit day, but in fact these credit days are being given and they do in fact change the payment date as designed.  I can assure you, if we tell a customer we are giving them a credit day, or the customer requests a credit day instead of redelivery, we give them credit.

  This information does not copy and paste will into this format and that is why it is attached.  If the customer would like a further explanation, I would be happy to arrange that.  My number is *** *** ****

  Customer response

  01/22/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16478207, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  01/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Let me preface this with the fact that my husband and I have been regular subscribers to the Beaumont Enterprise for over 50 years. On 8/17/21 we switched to EZPay with a promise of a $10.00 gift card. I followed up with this on 10/15/21 (Michael), again on 11/4/21 (**** who said he escalated the matter), again on 12/7/21 (******* who transferred me to a supervisor - *****). ***** assured me that he was escalating this matter to a district manager. It’s now been almost 5 months from the time we switched to the EZPay method, and we have heard nothing from the Enterprise and still have not received the gift card. As a longtime customer in good standing, I find their lack of interest in resolving this matter very concerning. It is only $10.00, but it bothers me that no one at the Enterprise cares about customer satisfaction.

  

  Business response

  01/06/2022

  I apologize for the problem you have had receiving your gift card for converting to our Auto Pay format.  

  We have a process in place that is supposed to generate the gift card and email it to you directly to the email account you have on file with us.  

  Today at 2:00 pm a gift card to WalMart in the amount of $25.00 was emailed to you.  Please accept our sincere apology for what has transpired.  It is never our intention to have a customer feel like we dont care.

  if you should have any questions please feel free to call me at 409 838 2812.

  **** ********, Regional Circulation Director, Hearst Community Newspapers- Texas

  Customer response

  01/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16434203, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

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