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Southfield, Serving Eastern Michigan & the U.P.

BBB Accredited Business since

Detroit Media Partnership

Phone: (313) 222-5162 Fax: (313) 496-4785 View Additional Phone Numbers 615 West Lafayette Blvd., Detroit, MI 48226 View Additional Email Addresses http://www.detroitmedia.com

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Detroit Media Partnership meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Detroit Media Partnership include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 18 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

18 complaints closed with BBB in last 3 years | 7 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 2
Billing/Collection Issues 6
Delivery Issues 4
Guarantee/Warranty Issues 0
Problems with Product/Service 6
Total Closed Complaints 18

Additional Information

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BBB file opened: April 01, 1919 Business started: 02/16/1999
Type of Entity

Corporation

Contact Information
Principal: Ms. Sharon Gibson, Executive Director Circulation Sales and Consumer Relations
Business Category

Newspapers Publishers - Magazine Search Engine Optimization Services Publishers - Internet Guides Newspaper Distributors Marketing Programs & Services Marketing Consultants - Mobile Internet Marketing Services E-Mail Marketing Advertising - Shoppers Guides Advertising - Newspaper Advertising - Mobile Advertising - Internet Advertising - Directory & Guide Advertising - Direct Mail

Alternate Business Names
Detroit Free Press Detroit Media Partnership, a Gannett Company Detroit News

Additional Locations

  • 615 West Lafayette Blvd.

    Detroit, MI 48226 (313) 222-6500 (313) 222-5162

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (313) 222-6500(Phone)
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Additional Email Addresses

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Complaint Detail(s)

5/6/2014 Delivery Issues
4/29/2014 Problems with Product/Service | Complaint Details Unavailable
3/26/2014 Delivery Issues
2/6/2014 Billing/Collection Issues | Complaint Details Unavailable
2/5/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I had a newspaper subscription with the said company, having few problems. Starting at the beginning of June of 2013, I started not receiving my newspaper, sometimes just one day, sometimes all week. I would call every few weeks, they would credit me, but the problem never got fixed. I eventually cancelled my Thursday and Friday subscription, and yet to have anymore problems with my Sunday.

Desired Settlement: I would like their delivery service, that I and others depend on for news and sale ads, to be up to par.

Business Response:

Our Customer Service dept. will contact the customer to see if they would like to resume Thurs/Friday delivery - and to also follow up on their current Sunday delivery.  I see they have stated that there have been no more issues since switching to Sunday Only, but our CS Dept. would like to offer the opporunity to get 3-day home delivery.   There is a new agent on this route since then and we can ensure that this agents provides up to par home delivery as the customer wished had taken place from the beginning.  Thank you.

Our goal is to win them back as a 3-day Home delivery customer and guarentee them satisfaction with the service. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I asked the company to stop delivering the free weekend advertising paper and it is still being delivered.1. The person delivering will not use the paper mailboxes at any of our neighborhood's houses, they just throw it out the window of their car and it lands anywhere like muddy puddles.2. Because of the snowfall you can't see the paper, last year it got sucked up in my snow blower and damaged it, I had to spend $300 fixing it and this year I just sucked up another one that I couldn't see!The paper is usually a wet soggy unreadable mess!!!!!!!!!!!

Desired Settlement: I want the delivery to stop!!!!!!!!!!!!!!!!It would also be nice if the driver would use the paper mailboxes in the rest of the neighborhood for them.

Business Response: This customer will be contacted and the Sunday Select will be stopped at his address.  The delivery of this free edition is usually to driveways - we will ask the delivery agent to be more careful when delivering in this area and to be sure to Stop this one.  Thank you.

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: While at a detroit tigers baseball game the detroit free press had a boothe there selling newspaper subscriptions for a sighned picture of a baseball player. i wanted one for my son.They had a deal where you sign up and pre pay for the newspaper subscription you would get one of the pictures. i signed up for and pre paid for a 20 week subscription to the sunday paper. I kept getting my paper delivered in the middle of the night, but i was also getting the thursday and friday paper that i did not order. i do not read them and they would get wet and i was always having to clean them up. I now keep getting phone calls everyday from the detroit free press from some very mean women who first call me on the detroit news phone and then from their personal phones. they are saying that i owe them 70.00 , when i tried to tell them that i did not order any extension to any subscription they said that they will keep delivering the paper and it is up to me to call and stop it. when i tried to call the 1 800 number it kept cutting me off. they keep calling me and i keep telling them to just stop delivering the paper but they laugh and say that its my job to call and stop it.

Desired Settlement: they need to just stop delivering the paper i did not order anything past the 20 week subscription. and they should owe me for the harassing phone calls and me having to pick up the paper from my lawn. i am a handicapped veteran.

Business Response:

Good Afternoon, BBB!

Mr. ****** was contacted today by ********* ******/Administrative Coordinator.  He was grateful for the call and very appreciative.  He was happy to hear this will be resolved. 

His account has been zeroed out - meaning his account balance is at ZERO.  His delivery will be stopped.  He had signed up for home delivery, which gets delivered on Thursday, Friday, and Sunday and 7-day e-Edition access.  He may not have read the fine print on his receipt which states that the customer is required to call after the promo delivery has expired to permanently stop the delivery.  Unless the customer calls to stop, delivery continues and a bill is generated. There were no calls recorded in Mr. ******' customer history in our AS400 system.  However, he did tell me that when he called our Customer Solutions Center, he was cut off by the phone system and then only tried to reach us a couple more  times and gave up.  So, he thought he would leave a note for the delivery agent to stop - but he thinks the agent did not see it, as delivery still continued.   

I reassured him that this would be taken care of - his account is now at a ZERO balance and his delivery will STOP.  He has my name and number for future contact, and I asekd him to please call me if he gets another call regarding payment or a paper is delivered - I will be his personal contact for future reference.  He was so pleased - we had a nice conversation.  Mr. ****** is a very nice gentleman and very understanding of the situation.  I apologized again for the inconvience to him. 

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

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/10/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently was at a Detroit Tigers baseball game and they had a Detroit Free Press representative at the game advertising the paper. I was told if I sign up for a free 12 week subscription I can have one of the giveaways for free. I filled out the information and I also ask the representative repeatedly if this was free and that I will not be charged (for both the paper and the giveaway). She told me several times that there would be no charge. She told me she did need my credit card for the transaction but no charge would be sent through. I was told the credit card was for after the 12 week period if I choose to keep the paper they would then charge my card for the subscription price. I did receive a receipt but it was illegible. About a week later a $40 charge appeared on my credit card and I called the Detroit Media partnership to understand the charge and she told me that I can cancel but would only be refunded for $16, the other $24 was for the promotional item. I explained to her what I was told by their representative and the customer service representative said that it didn't matter what the representative said but they had my credit and I signed it so tough luck. To me this is a fraudulent practice and a bait and switch. If the Detroit Media partnership is letting their representatives out right lie regarding this deal, how can they be trusted with anything else. To me this is clearly a fraudulent transaction and they should be responsible for their actions and the actions of their representatives. Again when I called they just basically blew me off to say we got your credit card and you signed it so your are stuck. I want my additional $24 refunded to me and they can have the cheap giveaway back. If this is what the Detroit Press is resorting to, to get subscribers, then they must be in a very sad state of affairs.

Desired Settlement: I want $24 refunded back to my credit card. If they want the cheap giveaway back I will be glad to send to them if they provide a postage paid return label.

Business Response:

This complaint was forwarded to our Outside/Kiosk Sales Dept. to respond (***** *******/Outside Sales Coordinator responded as follows):

We do not condone any misrepresentation of our offer. This is not the design of our popular promotion; and we highly value our subscriber’s full satisfaction. We will refund *** ************ full $40 payment to his credit card (our credit dept. was also notified to refund the full $40 amount to the customer's credit card) and this complaint will be addressed with the sales representative’s manager, so that person will be instructed on the proper procedure to avoid this type of miscommunication in the future. ***** tried to make contact with the customer via phone to apologize and explain about the credit being processed; she left a voice mail message, as there was no answer.   Thank you.

********* ****** / Adminsitrative Coordinator - Audience Development

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ********** 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/7/2013 Problems with Product/Service | Complaint Details Unavailable
10/17/2012 Delivery Issues
9/24/2012 Problems with Product/Service
9/23/2012 Billing/Collection Issues
9/12/2012 Problems with Product/Service
9/10/2012 Billing/Collection Issues
8/21/2012 Billing/Collection Issues
5/6/2012 Billing/Collection Issues
4/19/2012 Advertising/Sales Issues
9/15/2011 Problems with Product/Service
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