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BBB Accredited Business since

Fort Worth Star Telegram

Additional Locations

Phone: (800) 776-7827 Fax: (817) 390-7869 808 Throckmorton St, Ft Worth, TX 76102 View Additional Email Addresses http://www.star-telegram.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Fort Worth Star Telegram 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 13 factors. Get the details about the factors considered.

Factors that raised the rating for Fort Worth Star Telegram include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 56 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

56 complaints closed with BBB in last 3 years | 28 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 17
Delivery Issues 20
Guarantee/Warranty Issues 0
Problems with Product/Service 14
Total Closed Complaints 56

Customer Reviews Summary Read customer reviews

4 Customer Reviews on Fort Worth Star Telegram
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 4
Total Customer Reviews 4

Additional Information

BBB file opened: May 01, 1961 Business started: 01/01/1906 in TX Business started locally: 01/01/1906 Business incorporated 05/05/2008 in TX
Type of Entity

Corporation

Contact Information
Customer Contact: Shanna Grady
Business Category

Newspapers Online Social Media/Networking

Alternate Business Names
Arlington Star Telegram Star Telegram

Customer Review Rating plus BBB Rating Summary

Fort Worth Star Telegram has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 808 Throckmorton St

    Ft Worth, TX 76102

  • PO Box 1870

    Fort Worth, TX 76101

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/27/2016 Billing/Collection Issues
8/26/2016 Billing/Collection Issues
8/4/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I HAVE REPEATLY CALLED AND EMAILED DEMANDING STAR TELEGRAM STOP THROWING THEIR MINI-PAPER AND SALE ADDS ON MY PROPERTY. THEY REFUSE TO GIVE ME THE NAME OF THOSE WHO ARE DELIVERING AND THIS HAS NOT STOPPED...I DO NOT WANT THIS TRASH THROWN ON MY PROPERTY.

Desired Settlement: I NEVER WANT TO SEE ANOTHER PIECE OF PAPER OF ANY KIND DELIVERED TO MY PROPERTY

Business Response: I called customer, but no answer.  I have sent msg to carrier and DM asking to stop all free papers.

8/1/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Good Day, For the past 3 years I have repeatedly contacted the Texas Star-Telegram and instructed them to stop delivering their paper to my address. I have done so through email, phone calls, and customer service. Despite several assurances that it would stop, I still find the paper on my property. On my last contact with them, I advised I would begin charging a disposal fee every time I had to throw their paper away. The have ignored the invoices (I know they've received them, as their accounting department has contacted me). I never wanted this paper. I never signed up for it. I do not want it on my property. Throwing unwanted paper and plastic on my lawn is littering. It only wastes my time and their money. The fact that they've just ignored my request is insulting and I'm tired of being marginalized.

Desired Settlement: 1. Stop delivery to this address forever. 2. Pay the removal fees that are owed to me. As of this morning $165.50. This matter was always in the Star-Telegram's control. They chose to ignore me instead of making the minimal effort of not throwing the paper on my property. I have wasted considerable time and energy on this issue.

Business Response: Called the customer and advised him, I have noted his account to stop all papers, we have also contacted the carrier and their manager to not deliver at this address. 

Consumer Response:

 

TST did call me back and assure me that they would stop delivery immediately, which I appreciate.  However, I have received such assurances in the past and have no evidence that any attempt has been made to keep their promises.  In fact, all previous evidence demonstrates their casual disregard of my concerns. Also, no commitment was given to reimbursing my disposal fees.  I will not close this complaint until the initial two requirements are met:

 

1.  Delivery stopped to my address forever (I'm willing to establish a trend over the next six months and use that in good faith).

2.  Payment in full of the money they owe me for disposal of the litter they deposited on my property.

 

I have given TST everyopportunity to resolve this matter on their own over a couple of years, and this outcome has always been in their control.  And I do not think my desire to not have their paper thrown on my property is an unreasonable request.  Because they forced me to this point, I will accept nothing less then 100%.



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




Business Response: We advised the customer that it the Free papers that we throw will stop.  I also contacted the carrier and DM and they stated it would stop too.  Gave the customer my name and number and advised him to call me if he has any other problems with this matter.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11561622, and have determined that this does not resolve my dispute.

Please enter your reason(s) for rejecting the business response below.

 

I was never provided with a personal contact number. 

 

Again,  assertion that you "have contacted the distributor" is not a resolution to this problem.  It is passing the buck.  I have been told this on more then one occasion in the past.  The only way to prove that this issue is resolved is by not delivering the paper.  This can only take place over time.  When six months elapses and you paper has not been placed on my property, I'll take that as some action having been performed.

 

Also, you still owe me money.  You forced me to do labor on your behalf, after being repeatedly warned that this would be the result.  I will recoup compensation for my efforts.  I gave you every chance in the past to make it right and you just ignored me.  You have no idea how marginalizing it is to have your will do be so blatantly mocked ON YOUR OWN PROPERTY.  Especially by a stranger.  

To restate, resolution of this incident can only be achieved by satisfying two requirements:

 

1.  Stop delivering the paper to my house, forever.

2.  Pay me for the additional effort incurred to remove said papers.

 

 

Regards,

***** ******




Business Response: It was a valid debt and we have cancelled the balance. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11561622, and have determined that this does not resolve my dispute.

Please enter your reason(s) for rejecting the business response below.

 

Once I have received the money AND there are no papers left on my property for at least 6 months, I will accept the business response.

 



Regards,

***** ******




Business Response: This is a valid debt and we have cancelled the balance. I have advised this to the customer a number of times 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11561622, and have determined that this does not resolve my dispute.

Please enter your reason(s) for rejecting the business response below.

I understand that you have advised me.  I'm not disputing that.  However, I will not close this complaint until I have received my money AND no paper is placed on my property for at least six months (good faith effort that the paper will continue not to be delivered to that address).  I have been promised many times in the past that delivery would stop, however my experiences have proven these assurances to be hollow.  I will no longer accept your words as a resolution.  I have been trying to solve this problem for YEARS based on your words.  Now we are here.

 

We'll solve the problem this way.  Once my two conditions are met, the problem is solved.  Not before then.  I'll remind you that TST was always in control of this outcome.  Failure to follow through on ANY of the past promises is what led us to this point. Promises mean nothing.  Action only.

Regards,

***** ******




Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11561622, and have determined that this does not resolve my dispute.

This is a follow up to Complaint ID #11561622, yet a separate incident. There was another unwanted paper on my driveway today. This has to stop. It has been going on for YEARS! Despite all their promises about not throwing their paper on my property, they could not even keep their word a week (see previous complaint). Contacting the DM and the distributor apparently mean nothing. Also, despite their assertion that the disposal fees they have incurred will be paid, I have yet to receive any restitution. I want to know what you are actually doing to stop this?

Desired Resolution / Outcome
Desired Resolution:
Other (requires explanation)
Desired Outcome:
My original two requirements are still unmet: 1. Delivery stopped to my address forever (I'm willing to establish a trend over the next six months and use that in good faith). 2. Payment in full of the money they owe me for disposal of the litter they deposited on my property. With today's delivery, you owe me $215.50.



Regards,

***** ******




Business Response: We are working now to get these papers stopped.  I have talked with the DM about this matter. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11561622, and have determined that this does not resolve my dispute.

Please enter your reason(s) for rejecting the business response below.

 

You keep saying the same things, but have made no effort to follow through.  You promised profusely last week that this mater was done and didn't even make it a week.  I will not close this complaint until the two conditions are met.

Every time I've called and asked for the papers to stop, I've been assured that they would.  Lie.

Every time I've emailed and asked for the papers to stop, I've been assured that they would be.  Lie.

Last week, I was assured via the Better Business Bureau that the papers would stop and you would pay the litter removal fee.  Lie.

This is not a one time thing that I am overreacting to.  I've been stuck in this circle for YEARS.

Who is being held accountable?

Regards,

***** ******




Business Response: We have contacted the carrier and the DM to get this matter resolved ASAP. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11561622, and have determined that this does not resolve my dispute.

Please enter your reason(s) for rejecting the business response below.

 

Again, same exact response as all the other times you promised to resolve the issue.  I'm not buying it.  Demonstrate it to me by actually stopping delivery.

I reiterate that this has been going on for years.  If you truly have contacted the DM all the time you have stated in the past, then his or her incompetence is astounding.

Regards,

***** ******




Business Response: We have informed the carrier and DM to STOP all free papers.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11561622, and have determined that this does not resolve my dispute.

Please enter your reason(s) for rejecting the business response below.

Again, I will not close this complaint until you prove to me that you are going to keep your promise.  You must meet the original two requirements.  to date, I have not been paid and the paper still has not stopped coming.  I will accept no words of assurance.  You must make good on your claims.  So far you have done nothing but lie to me and try to pass blame.  If your had honored any of your past promises, we would not be in this situation.  I remind you, I have been asking you to stop the paper for YEARS.

Regards,

***** ******




Business Response: We have contacted the DM and show your paper is stopped.

7/27/2016 Billing/Collection Issues | Complaint Details Unavailable
7/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: SUBJECT: Predatory collection agent hired by Star Telegram
This letter from way off in Cleveland, OH really disappointed me.
We were faithful subscribers of the Fort Worth Star Telegram for
over 15 years. It has been two years since we had any
interactions with them at all. One can imagine that they hate to
lose good customers, but to send some collection agent from out
of state after us for a bill that they never bothered to send to us
directly? What can I think except that this newspaper has sunk
to an all time low!
Why should I have to defend myself against such a spurious
charge? Please express my dismay to the Star Telegram. This
action diminishes all good business conducted in Fort Worth.
I dispute all the claims made in the attached letter, as my letter in
response clearly shows.

Desired Settlement: see Attached document

Business Response: Called customer no answer.  It was a valid debt and we have cancelled the balance. 

7/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We renewed the newspaper on June 5, 2015. Our credit card was billed $53.52 for a 6 month subscription. On July 13, 2016 I received a notice from a collection agency alleging I owe the Fort Worth Star Telegram $44.70. I called the Star Telegram on July 14, 2016 and they are claiming this is a bill for service from August 19 - November 7. I had never received a bill for this. The newspaper delivery gets paid for in advance and we paid for 6 months of service so there is no way we owe this money. I want this charge cleared off the account and this taken of my credit report.

Desired Settlement: I want this charge cleared off the account and this taken of my credit report.

Business Response: Called customer and advised her this is a valid debt and we have cancelled the balance.

7/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1st ordered ft worth star telegram bk in july 2015 for the 1st 3 month subscription then I called & canx. paper Just recv. bill fm collection agency ********* ******** ***** ************ ******* ******** **** ******** for $37.72 billing me for Jan 6 2016 to April 2016 for news paper I Have Not ! Been Receiving! I called ###-###-#### told my info will be passed to billing I asked to be connected told could not be done, gave my hm ph # to call me Told see what they could do

Desired Settlement: Plaese Not be billed for papers not recv. or affect my credit history Thank You! *********************

Business Response: Call customer and I do show she stopped her account and it has been paid in full.  Advised her not to worry about the collection letter we have taken care of it.  Gave her my email address and phone number and told her to call me anytime there was problem. 

7/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Last year I subscripted to a special offer for Sunday's paper. Within a month of subscription I started receiving bills for the regular amount. I called several times & the people on the phone were very nice stating that my subscription was entered wrong & they would corrected it. They never did! I then started writing letters stating the problem & telling them to stop calling me.(I have copies of both letters.) In my last letter I told them to stop the paper even though I was still suppose to be getting the paper. I told them to keep their paper, keep my money, & never call me again! When they got my letter, they called. I told them again, never to call me. Half a hour later, they called & I asked if I needed a lawyer to get them to leave me alone. Finally it stopped, I thought. Yesterday I received a letter from a collection agency for $22.41 & asking me to renew my subscription! I also received two phone calls this week for a "special deal". I just want them to leave me alone!

Desired Settlement: I want them to remove the $22.41 past due on my account & to never call me again! Telling them on the phone doesn't work!

Business Response: Called customer and advised her she is on the DO NOT CALL List and should not receive any other calls.  Also, advised her I see where her account was stopped and that we would take care of the collection letter and not to worry about.  Ask her to call me if she receives another call proved her with my email address and phone number. 

7/22/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a Groupon special in 2015 for 52 weeks of Wednesday/Sunday delivery. The subscription ended in February 2016. Today, I received a collections notice from a collection agency. Odd that my subscription had been paid in full with a Groupon voucher. Never received a renewal notice or a balance due statement. Again, it was paid in full with a Groupon special that the Star Telegram had offered in 2015. I have copies of my Groupon voucher showing that this subscription was paid in full.

Desired Settlement: I would like the collections notice removed from my credit report and this matter resolved.

Business Response: I have called the customer a number of times and no answer. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11558579, and have determined that this does not resolve my dispute.

Please enter your reason(s) for rejecting the business response below.
I called the customer service number yesterday - July 12, 2016 at 8:00am.  I spoke to '******' and the rep said that they would put a note into my file and forward it onto billing.  I asked when would I hear back from billing, and '******' was not sure.  My phone number is in the system as '******' was able to pull up my account using the combination of my phone number and address.  My phone number ends in 7275.  It's in the Star Telegram's system. To say that you tried to call me and no answer makes no sense.  I have not received any calls nor received a letter from Star Telegram subscriptions services.  
Regards,

***** ****



Business Response: It was a valid debt and we have canceled the balance.  Call the customer and advised them of this 

7/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In March 2015, I bought a year subscription and paid for it in full and the paper arrived as expected until the end of December 2015 when it inexplicably stopped. Since my initial purchase, I have not received any statements, bills, or any explanation at all for the paper stopping early. On July 5th, I received a letter from a third party debt collector trying to collect $21.63 on behalf of the Star Telegram.. When I contacted the Star Telegram, they verified that they had all my contact information correct to include home address, email, and telephone number. They stated that they had changed my subscription to something more expensive which is why it cut off in December. But they couldn't do anything else with it because they had sent the bill to a collection agent. When I asked why I was never sent a bill. The only answer they had was that they had sent me a couple of renewal notices.(which had no statement or billing information at all) So in short, without contacting me at all to collect, the Star Telegram sent a bill for $21.63 to a debt collector who is probably reporting this on my credit rating. The supervisor of the person I spoke with was busy at that time and has yet to call me back.

Desired Settlement: I would like them to retrieve my bill from the third party collector, fix any credit reports that may have arisen from their oversight, and send me a statement/bill so that I might actually have the opportunity to see what it is that I am paying for and then pay them.

Business Response: Called customer about the debt and advised him. we would be canceling the balance.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11563081, and find that this resolution is satisfactory to me. 

It has been seven days since the business called me to say that they would retrieve the debt from the collection agency, cancel the debt, and send me a letter stating that they had done so. Like the bills which they never sent, I have yet to see the promised letter.

Regards,


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

7/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had been a subscriber to the Fort Worth Star-Telegram for many years until deciding to cancel my subscription early this year. When I received my renewal invoice, I wrote CANCEL across the face of it and mailed it back before the due date. The newspaper obviously knew that I had cancelled my subscription because I had individuals show up at my front door twice and had one individual phone me in an attempt to renew my subscription. On July 11th, I received a letter from a debt collection agency informing me that the Star-Telegram had engaged them to collect $49.36, with no explanation of the amount other than "subscription account balance." I have had no communication from the Star-Telegram regarding any monies that they thought were owed, nor did any of the three individuals who contacted me to renew my subscription mention this. Since I had indicated that I was cancelling my subscription prior to the renewal date, I consider these charges to be fraudulent.

Desired Settlement: My desire is that (1) the Fort Worth Star-Telegram reverse these outstanding charges and (2) their debt collection agency send me a letter indicating that this issue is resolved.

Business Response: Called Mr. ******s and no answer left a msg on voice mail, that we see where we stopped his paper.  We have take care of the balance. 

Consumer Response:

Better Business Bureau:

The voice mail message left on my phone indicated that the balance had been "taken care of."

I have reviewed the response made by the business in reference to complaint ID 11561729, and find that this resolution is satisfactory to me. 

Regards,


**** *******

7/6/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: About 50% failure reate for on time delivery of daily paper

Desired Settlement: on time paper delivery as to Star Telegram promises/stated times

Business Response: Called Mr. ********* and he was upset that his paper was not at his home by 6am during the week and 7am by the weekends. I let the customer know we having until 7am during the week and 8am on the weekends.  But I would ask the carries to try and deliver his paper earlier each day.  Also gave him some credits toward his account for the late delivery. 

7/2/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am requesting the Ft. Worth Star Telegram to discontinue delivery of the free Telegram Express to my residence. I have filed several requests to discontinue over the years with the most recent being in June 2015 only to have this paper show up again exactly one year later. The most recent case numbers are ********, June 2015 and ********, March 2015. FWSTE was contacted this am to request a termination of delivery for this unwanted paper/junkmail. I spoke with Jessica at 8:10 am who advised this would discontinue and the supervisor Joy confirmed. Actually, it sounded like the same person. Not only do I not want this delivery, neighbors have also complained about this junkmail. FTST always says it will discontinue but never actually does. It always starts again a year or sooner later.

Desired Settlement: NO delivery of Star Telegram Express.

Business Response: Call the customer this am and advised her she is on the DO NOT DELIVER list and I would have carrier come and pick the paper up and she stated, she would pick them up, she does not want the paper or any papers in her yard.  I have called and sent email to the carrier to STOP all deliver of FREE PAPERS. I have also given her my name and number and ask her to call me if anything else happens.  She was very kind and stated she would let me know if there is any other problems. 

6/21/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We have always paid star-telegram a yearly rate 52 weeks. Last year we paid 52 weeks with always started Jan. 1 st ea. new year. But they bumped it back to Nov. instead. Now they are saying it is due in June 2016 which backs it up 4 months we have already paid for. An annual payment of 52 weeks should not be changing. It is unethical in what this company is doing. We are senior citizens and qualify for senior rates and yet they now want us to pay 4 months early and $100.00 dollars more. They have become a horrible company to do business with. They don't have the right to take 4 month of paid service off my contract.

Desired Settlement: Give us our 52 week paper service which we have had for over fifty years. Start each year on Jan. 01 and end on Dec. 31 st. In business this is not that hard. Stick to senior rate and 12 months of service.

Business Response: I have called the customer and adjusted the account to the correct expire date.  I gave her my desk number and told her when  her paper expires to give me a call and I would personal take care of her account.  She was very pleased about this.  I have also credited her one free month. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11512536, and find that this resolution is satisfactory to me.  I do not know when the 1 month of credit will occur as that was not given to us.

6/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were taking The Fort Worth Star Telegram a couple of years ago. We immediately had problems getting the paper delivered, late no never. We called on several occasions with no results, so we cancelled. A month or two afterward, we started receiving harassing calls and mailers for us to continue their paper, after making it very clear to them, we were no longer interested. Finally after threatening to file a complaint with the Texas States Attorney General, calls stopped. Recently calls continued to my wife's cell phone, one waking us out of a dead sleep 9 at night. We called the publishers office and spoke with his assistant who assured us we would receive no further contact. The very next day, we received another call from their sales department on my wife's cell. This company either is so incompetent that there is no communication between departments or they don't care.

Business Response:

 The account was placed on the DO NOT CALL LIST. (6/10/16)

We have settled the complaint to the consumers satisfaction.  

By placing them on the DO NOT CALL .  I have deleted the phone numbers and email out of our system.  

Will call the customer later today and let them know what we have done.

6/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: got a bill for my subscription to the paper. said it starts 5-19-16 to continue my subscription. sent a check 5-5-16 and they cashed it. have not gotten a paper last couple days, have sent emails to them--no answer-- and called -put on hold for too long. I have had delivery problems before especially with placement where I would like it. how can you solve an issue if I can't talk to them?

Desired Settlement: refund

Business Response: We have contacted the customer and gave him 5 days credit for missed newspapers and he is happy with that.  Also, gave him my contact information and advised him to give me or my team a call if there is any other problems.  I have contacted the carrier to see why he has not been receiving his paper and to throw it in his driveway.  

5/27/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Several times per year my morning paper is not delivered. I go through the time consuming process of reporting the issue, unable to speak to a real person, but the electronic voice assures that a replacement paper will be delivered. It never is. I tried to report the problem again in the afternoon only to be told that the office is closed, even though it is well within the business hours they list for a Wednesday. I tried to report the matter online but had to go through a reset password routine in which the temporary password they send to my email does not work. This is maddening.

Desired Settlement: Have a valid working system to report and cure non-delivery problems

Business Response: We have settled the complaint to the consumers satisfaction. I called and left a msg on voicemail... that this should not happen again and we are sorry.  I have given him our number at the Fort Worth office- hours are 7am-7pm Monday- Thursday 7am-6pm Friday 7am-6pm and Saturday Sundays 8:30am-1:00pm. I have also credited his account 7 days for the missed papers. 

4/10/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Customer since around 1966. Have paid for 1 year subscriptions for many years. Was told verbally in 2014 would receive senior discount ,with no need to call in every year. When received statement showing 52 week renewal in July 2015, paid bill (as always) thinking it was for one year. Very surprised to learn that my subscription runs out in April 2016, not July, because of "premium" issues that I had received. I had never heard of these in the past. Seems I didn't read the fine print on the renewal slip - just saw the 52 weeks and paid bill. Paid $179.55 in July 2015, now statement for $322. Called and was told could renew in April for $179.55.

Desired Settlement: Would like to receive paper u til July 2015 at no additional charge. Would like statement to clearly show what customer is getting I. The future.

Business Response: Called Customer to explain the Premium editions and advised her it also stated on her bill.  I offered her 30 day credit and offered her the rate she paid last year.   She still would not take the offer, then I offered her one of the lower rates we could do. Told her we have added the Premium editions in with the rate for this year and her paper would not be shorten.  

Consumer Response:
Star Telegram representative called and politely explained everything clearly. Said the best she could offer is a 30 day extension. I believe our delivery should be extended to July, which is the month we paid In 2015 for 52 weeks. 


Regards,

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




Business Response: We have credited her the three months she lost because of the Premium editions and advised her that we will give her the lower rate in 3 months when her renewal come due. 

Consumer Response:

Previously filed complaint about subscription ending several months too early. Thought this situation was resolved, since the ST called and ensured me that my subscription would end in July, and that the renewal rate at that time would be $156.00 for 52 weeks. I didn't receive my paper today (4/7/16), so I called the ST and was told my subscription ended and I would not be receiving papers any longer.


Business Response: We need more information from the issuer of the money order and I have sent a letter to customer to get the additional information.  I have also attached a copy of the letter we have mailed to the customer.  



Consumer Response:

Previously filed complaint about subscription ending several months too early. Thought this situation was resolved, since the ST called and ensured me that my subscription would end in July, and that the renewal rate at that time would be $156.00 for 52 weeks. I didn't receive my paper today (4/7/16), so I called the ST and was told my subscription ended and I would not be receiving papers any longer.


Business Response: We have adjusted the customers account and she will not expire until July 6, 2016. Advised her if she has any other problems to give us a call in the Fort Worth office. 

3/12/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I work during the week end and I have called numerous times and requested for my Sunday paper to be put in my mail box. I am not home all day and my paper possibly is picked up by some one else, since I do not get it regularly. I felt that putting it in my mail box will resolve and I will get my weekly paper, but the delivery person keeps not following the request and will not put my paper in the mail box. I wished the delivery person would put my paper in my mail box.

Desired Settlement: That my paper will be put in my mail box.

Business Response: Advised customer that we would bring him a tube so the carrier can place the newspaper in it.  Also, told him why we can not place the paper in his box because it is a state law that nothing but a mailbox other than mail.

3/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This will serve to acknowledge and thank you for your telephone call on the afternoon of Thursday,
February 18, 2016 and for our pleasant and productive conversation. Tills will also confirm our
subsequent conversation ofFriday, February 26, 2016.
You very professionally and courteously answered my concerns and questions as outlined in my letter
of February 10, 2016, directed to Mr, ******. As I also told you, I had no criticism to the responses I
received from the customer service representative or the supervisor with whom I spoke when I made
my initial call to the Star- Telegram. They were both courteous and professional.
I did finally receive another invoice on March 2, 2016 which reflected a revised total owed for a one
year home delivery subscription, and, as you requested, I called your office on the day I received the
revised invoice and expressed my satisfaction of the resolution of the issues addressed in my original
letter to Mr. ******.
As promised, I am sending a copy of this letter to the Texas Attorney Generals office and the Better
Business Bureau of Fort Worth in order that they may know the issues raised in my original letter have
been resolved to my complete satisfaction and no action is requested or necessary on their part.

Desired Settlement: see Attached document

Business Response: We have given 25 days of credit to customer, because of the misunderstanding with his vacation hold. We also worked something out with pricing. 

1/21/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have emailed Star Telegram at paper@star-telegram four times beginning in November asking them to stop throwing their paper in my yard. I have not asked for it and do not want it. Their Customer Service Representatives, (****** **** *** **), all responded as if it would be taken care of but I am still receiving them. The last time I emailed it said my email wouldn't go thru.

Desired Settlement: I would like them to stop throwing their paper in my yard.

Business Response: The Distributor assures me that the carrier has been notified and papers have stopped.  I have tried to contact the resident to make sure that no further deliveries have been received, but had to leave a voicemail.  The resident has not returned my call.


I have not seen any more complaints regarding this issue.

1/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: hello, mcclatchy company owns a local mexican paper in dallas called 'la estrella.' six, seven, eight months ago, after living in my house for 11 years I began receiving this paper, thrown in my lawn or at the street. I received this paper never asking for it NOR being someone who is mexican NOR speaks/reads spanish. The paper would lay there and multiple issues would collect, unbeknownst to me, and get soaking wet in rains and just look awful littering my home. Again, I NEVER ASKED FOR THIS. I googled and discovered that the Fort Worth Star Telegram owned la estrella. So I emailed the Star Telegram, explained the situation and asked that delivery stop immediately. Delivery continued. I emailed them a second, and maybe third, time and still delivery of this paper continued! Then, after more research I learned that Mcclatchy owned the Fort Worth Star Telegram, who in turn owned la estrella. So, I contacted Mcclatchy directly @ ###-###-####. I believe I first contacted them on 11/30/14 and was assured they would take care of this. Delivery continued! I contacted Mcclatchy again on 12/18. This time the individual assured me she would call the VP of Distribution at the Star Telegram and take care of this. Delivery has continued! I have received FOUR PAPERS SINCE...a weekly delivery!! I am 100% tired of trying to take care of this in a kind and respectful manner. I am feeling harassed and very upset at the continued disregard for my simple request to STOP DELIVERY OF A PAPER I NEVER REQUESTED, DON'T WANT, CANNOT READ!! (mind you, as I walk the neighborhood the majority of the papers delivered lay out at the street littering our neighborhood. This paper goes unread by the majority of people, including the mexicans!! It is a waste of resources, time and money! This is beside the point and I digress.) I am left with no other option than to 1) file complaint here, 2) file complaint with Fort Worth BBB, 3) contact my local news agencies, 4) consider a civil lawsuit.

Desired Settlement: I WANT THE PAPER DELIVERY TO STOP!! I DO NOT WANT TO SEE A PAPER ON MY PROPERTY!

Business Response: We have spoken to our 3rd party delivery vendor, **********, about the importance of honoring this request.  As a check and balance we're asking that a member of *****'s staff physically verify that delivery has ceased to ******** ***'s home, over the next 3 weeks.  Star-Telegram is asking that ********** send a confirmation e-mail (over the next 3 weeks) confirming that physical inspection of household was conducted and that delivery to Kimberly's address has ceased.   ***** will also speak to the carrier that delivers to this neighborhood and make sure they understand the seriousness/importance of this request.


12/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have called twice and have been told that a supervisor would return our call . We have not received any calls. We called today and asked that our subscription be cancelled immediately

Desired Settlement: When we stopped our paper delivery in Jan, 2014 for seven weeks, we were told we would receive a credit because we pay annually. When we restarted delivery, we were told that we would receive credit. When we stopped paper delivery in late May for 4 1/2 months, we again were told we would receive a credit. When we restarted our paper the first week in Oct, we were told that our subscription renewal would be extended almost 6 months. We were fine with the extension of our renewal. On Oct 14, we received a call from Star Telegram and were told that they needed an updated credit card. We again discussed the information above and they informed us that the extension was going to happen and the credit card would not be charged until the adjusted renewal date which we understood would be March, 2016. Our credit card was charged immediately for a annual amount. That charge is in dispute. We have cancelled the subscription and are requesting credit in form of a refund for the 6 month ext

Business Response: We have spoken with this customer and resolved the issue offering the credit on the account for the days that they were on vacation.  We have given instructions to the customer of how to contact us to avoid future issues with their account regarding this matter.


11/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Some months ago, I was a subscriber to the Ft Worth Star Telegram. A few days before my subscription expired, I called the Start Telegram to tell them I wished to discontinue my subscription. I thought all was settled on my account until I called today(Oct 28.) The automated system told me there was an outstanding balance on my account. I called the Subscription Line and was told a $4.00 charge had been made because the subscription was put "on a vacation hold.' I couldn't believe it. First off, I said to the Star Telegram people that my subscription was expiring in 2-3 days and that I wanted not to renew. Why someone at the newspaper decided to put me on a 'vacation hold' is beyond me. I mean--I have only 2-3 days left on my subscription and the Star Telegram figures a way to charge me $4.00 additional for holding a paper from delivery--esp when I was only subscribing for delivery 2 days a week!! This has the odor of trying to take advantage of a subscriber or incompetence at company's business office. Today, again Oct 28, I told the lady with whom I spoke that I wanted to get this issue cleared up; that I was interested in renewing my subscription. She said she would talk to her supervisor immediately and call me back. That was about 10:00 A and now it's almost 4;00 P--but this is consistent with the poor service quality I've come to expect from our local newspaper.

Desired Settlement: I want the Star Telelgram to remove the $4.00 charge and send an apology. It's unfair and unwarranted. If they want me as a subscriber, call me back by the end of Friday(Oct 30.) If not, give me, in writing, reasons for their declining my subscription application.

Business Response: We have spoken with Mr. ***** and resolved his billing issue. He was sent a Gold press pass with his one year Sunday only subscription renewal.

10/7/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: This company WILL NOT STOP delivering the Mexican paper in my yard. I didn't order it, I can't read it, it is just littering my yard. Its been going on for many years and I filed complaints before to get it stopped. The customer service department for the fwst is the worst in the world and never helps.

Desired Settlement: STOP

Business Response:

We are so sorry that this has been an ongoing issue for you.  Your Distributor has been notified and they are taking the necessary measures with the carrier to ensure that the paper is not delivered to your residence in the future. The Distributor will be checking behind them to make sure that no papers are being thrown per your wishes.
If you have any further issues, please call the Distributor directly at ###-###-####.

Consumer Response:


The FWST has promised me it would stop 5 or 6 times before this so I don't think this will be any different. The largest problem with this is the quality of the customer service dept at the FWST. It is impossible to connect with anyone there about this. The service hours and the fact that NO ONE there ever follows through. And the staff that actually throws the Mexican paper.

9/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Since Fort Wort Star Telegram started the billing from another office, I am being overcharged for the newspapers. They fixed my first issue but since then have overcharged me for $4.67 for the month of June, $17.74 for July and $7.25 for August respectively. I sent them a letter last month telling them the issue but they responded with a collection notice. I asked the delivery person who writes down returns and his records matched our records but the bill that I got is different from what he wrote down. Basically, my returns are not being calculated. My total profit from monthly sales is about $3-4 and I being overcharged triple of that. I wrote a letter and informed them to verify if someone is doing any wrong doing but I was sent a collection notice.

Desired Settlement: I need my bill to be fixed and possibly change the method of how they bill their customers. Old method where they would count and collect payment in front of us was better and there were no issues with that system.

Business Response: This issue has been resolved.  Customer will now pay carrier directly so that there will not be any more discrepancies in bill.  

8/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am SICK of asking the Star Telegram tO STOP throwing the Star- TelegramExpress in my drivewat!!!!!!!!!!!!!! I am now going to go around my neighborhood and take pictures of where people DON'T PICK UP the papers and then I am going to pick them up and deliver them back to the Star-Telegram!!! I have called them at least 5 times to ask them to stop throwing them at my house. express

Desired Settlement: STOP THROWING THIS PAPER!!!!!!!!!!!!!!!!!!!!!

Business Response: I have made certain that you are on the do not delivery list.  I have contacted the Distributor in your area to make sure the paper gets stopped.

I will check back with you in a week or 2 to make sure you have not received further deliveries.
thanks for bringing this matter to our attention.

Consumer Response: I have contatacted the Star Telegram several times over the last two years to request that they stop throwing their unwanted paper.  They always say they will stop the paper from being thrown, and they still throw it!!!!!!!





7/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing to you regarding what I consider to be deceptive billing practices by the Fort Worth Star Telegram. On July 26, 2014 I renewed my subscription for one year. On the face of the invoice it states : 52 Weeks $179.55. It also shows the renewal date of 7/8/14. Therefore my subscription should expire on 7/7/2015. In May 2015 I received a renewal notice for (again) 52 Weeks at $179.55. The start date is, however, 6/10/15, not 7/8/15 as expected. When I asked why the start date is earlier than the previous year, customer service said it is due to premium content as explained on the reverse side of the invoice. The reverse side of the invoice states: “All subscriptions include the following delivery days for 2014: {17 various days listed}. All home delivery subscriptions will include premium content on the following days: April 2, 2014, May 28, 2014, August 20, 2014, October 15, 2014, Thanksgiving and December 2014. All subscription accounts will be charged an extra $2.00 for each of these days. Since the word “include” is used two times, I would expect that my subscription for 52 weeks would “include” this content. Instead, the Fort Worth Star Telegram has chosen to shorten my subscription by approximately one month. I was never billed separately for these days or “charged” in any way. Due to their billing practices, I chose not to renew my subscription for the coming year. I have been a subscriber over 20 years. I wrote to customer services basically explaining my objection to shortening my 52 week subscription. They responded as follows: “I am very sorry for the delay in response and the manner of our billing. We were unable to include the cost in the subscription price in the past due to a glitch with our computer system. Our system has been unable to recognize those extra costs until the day that the papers were delivered. We are in the process of correcting this problem so that our subscription pricing will include those extra costs and expect to have this accomplished sometime this year. I do apologize if our billing seemed deceptive but we have always provided this information on all of our invoices until we update our system”. I wrote back and told them : “The simple solution? .....Change your invoice from $179.55 to $191.55. No footnoting is necessary and no programming is necessary to your computer system”. They said they would forward my response to their billing department. So to summarize: I paid for 52 weeks of service and only received 48 weeks. Their explanation is the wording on the back of the invoice that uses the word “include” two times and never mentions shorting the subscription period. I think most people are not diligent about knowing what specific dates their subscription starts and ends. But I must assume that everyone who has paid for a 52 week subscription did not, in fact, receive 52 weeks of service. This is, in my opinion, deceptive.

Desired Settlement: I wish a refund of 22.50 for 1 1/2 months of undelivered newspapers from my 7/8/14 52 week subscription. I would also like them to change their deceptive billing practices as explained above.

Business Response:

I'm sorry for the recent confusion regarding your subscription.
The statement on the renewal does in fact state that there are extra charges for the Premium content papers and your expiration date will be adjusted accordingly.
Statement on Renewal Notice Reads:
"All home delivery subscriptions include premium content"
"Premium content will be published on the following days: February 11, April 8, May 27, August 26, October 14, November 26, and December 25, 2015. All subscribers will receive the November 26 and the December 25 issue. Subscription accounts will be charged an extra $2.50 for each of these premium content days and your expiration date will be adjusted accordingly. Any recent outstanding balances will be added to your first payment. Other important subscriber terms and conditions apply. See star-telegram.com/myaccount FAQs for details."
It is true that we are trying to work with our circulation system designers to incorporate these charges as part of your renewal amount and it is my expectation that we should accomplish that later this year.
Since you did not understand this policy, I'm happy to extend your subscription thru 7/8/2015 as you had expected.  It was certainly not our intention to deceive you, nor would we ever want to jeopardize our relationship with a long time subscriber like yourself.  Please let me know if you will accept this offer to extend your subscription and I can get your paper restarted right away.

Consumer Response:

First of all, the subscription I questioned initially was the one I subscribed to in June 2014. No wording "your expiration date will be adjusted accordingly" is in the footnote of that invoice  that your company keeps referring to. I do see it was added to the 2015 subscription notice but I still think this is misleading.   The face of the invoice says $179.95 for 52 weeks.  Then you now refer to a footnote on the back of the bill saying the expiration date will be adjusted accordingly.  So its not 52 weeks, its something else that your company is determining based on "premium content."  And, the first statement of the footnote says "all home delivery subscriptions INCLUDE premium content.  So is it INCLUDED or is it extra? Your wording is very misleading since you now tell me it is extra.

I understand your desire to increase your revenues by charging extra for premium days, but your method of doing so is way off. There are a number of ways of changing this where it would be straight forward and need no real changes to your billing system, only changes to the amounts or periods of time you are billing for.  I would NOT have any complaints if I were billed under one of the scenarios below-using my 52 week subscription at 179.55 and 7 premium day at 2.50 or 17.50 total for the year.

1. Bill 179.55 for 48 weeks (the actual amount of weeks you delivered the paper).

2. Bill 197.05 for 52 weeks (179.55 plus 17.50)

Either of these would be acceptable and not misleading.  Number 2 would give you all the revenue you are seeking and I would get 52 weeks of newspapers. Again, just change your billing amounts to include the premiums. Why is that so hard to do?

What I don't accept is the current method of billing for 52 weeks and only delivering 48 weeks of newspapers. That is misleading, convoluted and just plain wrong.

I will consider renewing my subscription when your billing practices have changed.  At this point I have been shorted one month for the 2014 subscription and one month for the 2013 subscription (when this shortening of subscription lengths due to  premium content surcharges apparently started).  I would expect to receive these two missing months as well.

I am also concerned about all the others who have been billed annually and did not get a years worth of newspapers. Most people don't know the exact from and to dates they are paying for.  If they are billed for 52 weeks they would reasonably expect to get 52 weeks. So how will they be made whole? I expect that you have no intention to remedy this with them unless they complain since you wont admit your billing is misleading. For this reason I have made this same complaint to the Texas Attorney General, one television consumer protection department, and your parent company.  We will see how this ends up.

 

 




6/26/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The Mansield News Mirror through Star Telegram continues to be delivered to my home and I didn't request or subscribe to it. I called the company (800) 776-7827 and spoke to Jessica on 23 Apr 15 at 0951 and requested that the paper NOT be delivered to my home because I didn't request it. I also made it clear that I travel and I didnt want a newspaper sitting in my driveway if I was out of town for days or weeks and the importance of the paper not sitting there. She said she would send out in a request to have it stopped. On 8 May 15, the paper was again delivered to my house the day prior and I still didnt request it. On 7 May 15, the paper was delivered to my home again and on 8 May 15, I called again and spoke to Dee and requested it stop again for the same reasons and she said the same thing Jessica said that she would have it stopped. On 14 May 15, I go outside and another paper is sitting in my driveway. I made the request twice and they continue to deliver the paper to my house and I do t want it delivered. After two requests, this should have been taken care of already. I have no other choice than to file a complaint at this point.

Desired Settlement: I want them to stop delivering the paper to my home immediately. Mansfield News Mirror and/ Star Telegram, whatever name they go by.

BBB Response:

I'm so sorry that your request to stop delivery of the Mansfield News Mirror was not handled properly.

 

I have provided additional training to the Customer Service Representatives that you spoke with to ensure that they handle these types of requests correctly in the future.

 

You should receive no further deliveries of this paper. Should your carrier mistakenly deliver a paper anytime in the future, please contact me directly so that I can immediately address this issue.

 

Thank you for bringing this issue to my attention.

 

 

Consumer Response:


I submitted this complaint on 14 May 15, and it was quite a simple complaint to stop a newspaper from being delivered to my home that I never subscribed to and yesterday, 27 May 15, I get home and there is another newspaper in my driveway!!!   It doesn't seem like the two people I spoke to at the newspaper require more training, it's a matter of respecting someone's wishes and to have ANOTHER paper delivered to my home AGAIN?  Totally unacceptable.  This is not a hard process to stop.  As easy as it is to deliver the paper to my home, it should be just as easy to stop delivering it, especially after speaking to two newspaper customer service employees starting on 23 Apr 15.  This needs to stop NOW!!!






6/13/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Star Telegram Express is once again delivering junk mail to my address. Complaint #******** in February 2015 was to have resolved this issue as I have asked them on many occasions to stop delivering to my residence. This junk mail is a nuissance. Star Telegram continues to disregard request to discontinue delivery.

Desired Settlement: No delivery of any newspapers or marketing flyers.

Business Response: I have contacted the Distributor to make sure that no future deliveries are delivered to your address. They will also service check behind the carrier to ensure that they comply with your request for non delivery.  If you have any further issues with this...please contact me directly at ###-###-####.

thanks,
**** *****
Director of Audience Services
Fort Worth Star-Telegram

6/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I wrote a check in Nov. 2014 to The Star Telegram for $52 for 52 weeks of two day a week delivery of their newspaper. I was given this rate after I cancelled my daily service because of price increases. I was sent a bill due 6/17/15 asking for $72.80 for 52 weeks of service. When I called I was told by the young lady the November check was for only three months of service because when I sent the check that promotion was over. I had only just been offered it, and $52 is much more than a three month subscription costs. According to their own billing three months lists for $18.20. I talked to two other reps about this problem when I got another bill three months ago asking to be paid again. Both of these reps stated they found the problem and I did not owe for the paper. Apparently they did not makes notes to correct the problem. Today I cancelled the Star Telegram subscription because I do not owe money until Nov. 2015.

Desired Settlement: I would like to be repaid for the remaining six months I paid for. They did not keep good records and they lied to me. I paid for a year of service and have 6 months remaining.

Business Response: Spoke to Mrs. **** and assured her that we will honor her subscription for the promotional rate that she was offered.  Extended her subscription thru 11/30/15.

Going to use this case as a training session for call center next week to ensure this does not happen to other customers.

5/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Subscribed for a 6 month subscription to news paper but paper automatically renewed my subscription without my approval. ST automatically continued my subscription. I only subscribed for 6 months. I did not subscribe to a perpetual renewal. Now they say I owe them money for not calling them to cancel the subscription. Tried to resolve with customer service manager but they said they could not remove the days charged beyond my 6 month subscription.

Desired Settlement: ST needs to not charge for papers they voluntarily sent me beyond my subscription. I did not request them to send but a 6 month subscription.

Business Response: Dear Mr. ****,

I'm sorry that the customer service supervisor did not handle your call appropriately.  Yes, it is true that our subscription renew automatically unless you call to cancel.  There is a notification about this policy on your renewal statement that you should receive a month before your subscription paid thru date.  However, since you did not see this notification we can certainly extend a one-time courtesy and remove the balance owed of $17.56 for papers delivered from 4/26 thru 5/19 from your account.
I hope that this resolves this matter and you will consider subscribing in the future to the Star-Telegram.

5/21/2015 Advertising/Sales Issues
4/20/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was suppose to get a refund of $48.00 in January 2015 and still have not gotten the refund. I was informed that the refund check was issued about January 26, 2015 to the address that I asked them to not send the check due to me not moving not the place at Wind River Apartments. Since I did not get the check I went to the Star Telegram Office on Throckmorton Street in Fort Worth, Texas and asked why I had spoke with at least three different persons pertaining the $48.00 refund and had not received the check. The receptionist stated that the refund was sent to the address that the newspaper was scheduled to be delivered even though the refund was issued due to me not moving into that address and that is why a refund was requested. The receptionist called accounting and placed a stop payment on the check. I later spoke with someone by phone a few days later. The person told me that the $48.00 refund check was issued and was being sent. On March 3, 2015, I stopped at the office again and the receptionist informed me that the check was never issued and that accounting still needs to place a stop payment on the check that was supposedly issued Jan. 26, 2015. So, the newspaper service was not provided at all and the day that I called and arranged a refund was around January 5, 2015. It is almost two months later and I still have not gotten my $48.00 refund. I do not think the Star Telegram should be entitled to refuse to refund the $48.00 since I did not receive the services. I do not believe that I should of had to wait over 58 days and still waiting to get the $48.00 refund. I have spoken with the Star-Telegram by phone and at there office downtown in Fort Worth, Texas and have not been pleased with the outcome of denying me my refund for over 58 days.

Desired Settlement: I desire to have the $48.00 refund sent to the address below that I gave to the receptionist since the person by phone did not ever list the address: ****** ***** * * *** ***** **** ****** ***** *****

BBB Response:

We have mailed the consumer her refund check and it has been cashed.

3/16/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have had delivery problems with the FWST for a very long time, left and come back a few times because of the issues. My latest issue is that I received a wet Sunday March 1, 2015 paper, called customer service and they said they would bring another paper, I called again today (March 2) and as of 7:00 pm, still do not have a paper. I started a new subscription about a week ago and paid for a year, Wed, Feb 25 the paper was wet, but because of the nasty weather, let it go, then again on Sunday both papers were in a single plastic bag with a knot on the top.....papers were soaking wet. Last year I requested that my paper be delivered on the porch(, I am a Senior with bad knees and dirt as my front yard) and after many, many calls to customer services and promises to make it happen, I cancelled my subscription. I don't know what to do, obviously they don't want my business, but I really don't want to switch to the Dallas Morning News.

BBB Response:

I have contacted the Distributor about correcting the delivery and making sure that the paper is delivered to porch.

 

I have requested that the Distributor call the customer to followup on their delivery issues.  I will also be giving them a call to follow up to make sure that they are happy with their service.

 

 

Consumer Response:
The carrier did call me and I feel the paper will be delivered, but my definition of delivery on the porch and theirs I believe is different, my definition is on my PORCH and theirs is on the SIDEWALK going up to my porch.  I do not believe that I will hear from the Star Telegram because I have been told this before and it has never happened. I do believe the carrier has the best intentions.





3/12/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: For about the past 5 years I have received circulars and an occasional paper from Fort Worth Star Telegram Express. I have repeatedly requested to be removed from the distribution list. Less than 6 months ago I called and was advised that my address was on the do not distribute list and they would stop. It did but only for a few months. Beginning approximately one month ago they started again. After speaking with the representative today, 2/19/15, she advised she would contact the correct department and have this stopped. No one can say why it always starts again although I have requested my addressed removed many many times and this is documented in their system. This is a nuisance as it is junk mail. I feel the only way to resolve this is to contact the BBB as FWST has never ceased the delivery only stop for a few months then started again.

Desired Settlement: Stop the distribution of this junk mail.

BBB Response:

We have spoken to the carrier to stop delivery of this publication.  We will also be following behind and checking to make sure that this house does not receive delivery.

 

 

 

3/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They are throwing the Hispanic paper in our yard again (1.30.2015). The same as before: bbb cases ******* *** *********

Desired Settlement: stop again

BBB Response:

I have spoken personally with the Distributor that delivers this publication to your area.

 

This should be taken care of and no further issues should be delivered to your yard as of February 10th forward.

 

If you have any further incidents, please send me an email immediately so I can take further action.

 

thanks,

 

 

Consumer Response:



I have been receiving the same response from the FWST since 2011. And it is impossible to contact anybody there.

2/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In late January 2014 we paid $239 for a one year subscription to the paper at their Stock Show booth. On January 11 2015 we didn't receive a paper. We called and were told our subscription expired in November of 2014 and we had to pay the 2 months in arrears and for a new subscription if we wanted a paper. They said our annual subscription had been reduced to pay for special days like Christmas. We were never informed of this reduction or given a chance to elect not to get the special days. We did receive a renewal notice the week before the papers stopped but nothing in November. I wrote 3 emails to subscriber services but never received a response. We just want the 2 months they show as in arrears removed and then we will pay for a new subscription that needs to really last a year this time.

Desired Settlement: See above

BBB Response:

 

I am so sorry that your issue was not resolved on your first call to the customer service department.  I assure you that I will investigate where we dropped the ball on that AND the other non responses to emails that you are reporting.  We have issued a credit and your balance is currently $0.  I have also mailed you a new statement for your new subscription that outlines all of the premium day dates and charges for the 52 week term of your next subscription.  

 

Please let us know if there is anything further that we can do to assist you with your subscription.  Thank you for being a valued subscriber of the Star-Telegram!

 

 

2/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Sunday March 30, 2014, I responded to an ad in the Fort worth Star Telegram that offered Wednesday and Sunday home delivery of the paper for 52 weeks for $52.00. On that day I made a payment by Master Card account ending in **** for $52.00 and delivery started on April 6th. I have received an invoice stating my subscription expires on February 1st requesting that I pay $67.60 to pay for my subscription's continuance after that date. The invoice stipulates that my subscription will continue after the expiration date unless I cancel. The problem is that this agreement for 52 weeks of paper delivery is short by four weeks. One more shortfall in the subscription agreement was never corrected by the Star Telegram when I phoned them in Nay of 2014. I was to receive a Press Pass discount card for the term of the subscription which I had not received by the end of May. These Press Pass discount cards arrived in June but were dated to expire on 11/25/2014, over four months before my subscription was to expire. I phoned again asking that cards be sent to me with the correct expiration date but no new cards arrived.

Desired Settlement: My expectations are as follows: 1. That the Star Telegram send written correspondence by letter to my home assuring me that my subscription which could not have been started before the advertisement date of March 30, 2014 be corrected to deliver the agreed 52 week delivery. 2. That a corrected invoice be sent to my home with a expiration date no sooner than April 6, 2015. If I do not receive a corrected invoice by March 15th, I will cancel my subscription and cease reading the Fort Worth Star Telegram forever. 3. That in the event the first two requests are met and I pay for another year subscription, A Press Pass be sent to my home that will not expire for a minimum of one year from the date of the cards issue.

BBB Response:

MESSAGE FROM BUSINESS:

We have complied with all of the request made by this subscriber.

 

1. A letter was sent to confirm the subscribers current expire date of 4/1/2015.

2. An invoice was sent for the next period that itemizes all charges for the next term so that the expire date will not be adjusted due to premium paper charges over the course of the next year.

 

In addition, we sent a temporary Gold Press Pass and have requested another permanent Gold Press Pass to be sent to customer as a jester of goodwill.

 

Please see attachments of the items 1 and 2 that were mailed to the customer.

 

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

Consumer Response: 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. 

I am satisfied to the extent that the invoice that I received today now clearly indicates all the charges that were previously buried within the statement that was sent to me earlier this year. I am satisfied that my subscription will terminate on 4/1/2015.

My response to the statement about premium paper charges being the reason I was shorted by a month of home delivery. I carefully reviewed the full page ad which I saved from Sunday March 30, 2014. In it, at the very bottom reads: “Premium days and other important terms and conditions apply.” This is written in a typeface that is almost half the size of the bulk of the text on the advertisement. I consider the fact that I must find a different source to fully understand the hidden terms of the agreement deceptive.  In this advertisement it clearly states two times, “52 weeks for 12 months” not 52 weeks minus 7 newspapers.

At a time when newspapers are struggling to survive the myriad of other options for news coverage, I find it insulting that this deceptive tactic is used to hide the full disclosure of what is offered for home delivery. I will not be renewing my subscription to the Fort Worth Star Telegram.

Regards,

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

2/9/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Star Telegram worked with ******* to sell a digital version of the paper for a sale price of $19.00 for 52 weeks (digital only) of the paper. Successfully contacted ******* on how to activate the digital subscription, and ******* said that the paper would email me in three days - this was January 15th. Three days went by, I called Customer Service for ST (Star Telegram) and was informed it would take a week. No mention of past due bill on my account with ST. A week passes and spoke to another Customer Service rep with ST who said that this will take two weeks. That person pulled up my account (e.g. address) and nothing was said about a past due bill. That ST rep even proactively emailed me instructions on how to activate a digital subscription once ST had heard from *******. Today is 1st of FEB: last TUE a "*****" called me from ST to say that she would be more than willing to assist me with digital subscription: called her back and when she found out that I only had to pay ******* $19.00 that is when she proceeds to inform me that I owe ST $42 for past hard copy papers delivered in NOV/DEC. It was "my fault" that I had not informed ST of cancellation, so she reduced the $42 to 14.56 (which I paid) - told her she was scamming me this was the first anyone with ST had informed me about a past due amount, said she would call me on FRI/301h.. Called back to ST, got supervisor of Cust. Svc. ******* (sp?) who heard my complaint of scam, would (definitely) contact me last FRI/30th - have heard or seen nothing from ST. I "want" the digital sub (since it is a gift to my wife). This paper in the mean time has a "rude" 3rd party hounding me to re-subscribe. Had the actual paper delivery person (*** * **** *****?) call me twice to re-subscribe - no one said anything about a past due bill (nothing in the mail to this effect) but once ***** heard what I got from ******* all of a sudden I owe them money. I think BBB you can understand my frustration with ST. thanks

Desired Settlement: Star Telegram has had since 15th of JAN to get my digital subscription activated - I even to avoid an issue that I am confident I got scammed on, agreed to pay "*****" $14.56 past due (that was news to me after several good faith efforts to contact ST with no mention of anything past due) ... Just get someone from Star Telegram that knows what they are doing to get my 52 week Star Telegram digital only subscription going. Thank you for your assistance BBB in advance.

BBB Response:

 

MESSAGE FROM BUSINESS:

I have spoken to Mr. ******* and he is now able to access his digital online subscription.

 

 I have received his feedback and will be training our call center on how to handle these issues / requests in the future.

 

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

Consumer Response: 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,


**** *******

1/12/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Paid one year in advance for Sunday newspaper delivery. Was to begin 12/14/2014. To date no delivery and no one will call me to explain just told will be delivered next week. Advised in delivery route, have taken payment and charged my account and deducted from neighbors checking account but neither of us have received any newspaper and district manager nor the area manager will call use back with explanation, customer service will email manager and that is all. When I request name of editor or CEO no one knows and no one can tell me how to contact district manager, area manager or anyone that can get me answers.

Desired Settlement: Delivery of services ( Sunday newspaper) that I have paid for. One year paid in advance.

BBB Response:

I am so sorry but it has been determined that we are unable to deliver the paper to your address due to it being out of the range of our carriers for delivery.  A full refund is being issued in the amount of $19.95. A refund is also being issued to your neighbor at this time.

 

 

 

Consumer Response: You should however notify your sales people of your delivery areas. Also your delivery department (complaint) should also be notified as all phone calls the personnel advised me I was in delivery area. 


1/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company continues to throwing a Hispanic newspaper in my yard for two years. I called months ago and it stopped. It started again, I called to notify them but it is still being thrown in our yard.

Desired Settlement: I'm not Hispanic and can't read it and I consider it littering. STOP !!!

BBB Response:

MESSAGE FROM BUSINESS:

We checked the records in our system for your address.  It has already been flagged to not receive the product that is being delivered to you.  We have not sent a request to the delivery manager in charge of the contracted carriers in your area to investigate why this is being delivered to you.  The manager has assured us he will follow up with the contract carrier to make sure you will receive no more papers delivered in your yard.  

We apologize for the inconvenience.

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my dispute.

This does not sound like to me this has been taken care of by the FWST. Seems like the only ones at the FWST that know about this problem is Customer Service. Also the Customer Service Department promised me that someone would come by and get all the papers that have been delivered, and that has not happened.

BBB Response:

MESSAGE FROM BUSINESS:

12/18/2014 - The distributor has instructed his carrier to pick up any papers that are in this non-subscriber's yard Friday 12/19 while on the route.

This will be early in the morning, so if the non-subscriber has picked any of the papers up and is holding them, the papers need to be placed back in the yard.

12/19/2014 - The contract distributor checked this morning and there were no papers in the yard to be picked up.

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my dispute.

I am just now receiving this message and I told customer service several weeks ago the papers were on my porch.



9/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Due to poor delivery service (receiving our paper anywhere between 10:00 and 11:00 a.m.) and failure to correct the problem after MANY calls to the Customer Service Dept., we cancelled our subscription. Since we had just mailed in a payment for a 6 months subscription, we requested a refund. We were told we should receive it within 2 weeks. We are starting WEEK #4 and still no refund. Every time that we call the FWST, we are told that the check was mailed on July 29th and it will take approximately 3 WEEKS for us to receive our refund. When asked why it takes 3 weeks for something to be delivered by mail, we were told it is the way it is mailed!?!? That is all they will tell use except if we haven't received it by the next week to give them another call.

Desired Settlement: We want our refund sent to us immediately. If the FWST doesn't receive their payments in a timely manner, they do not deliver the paper. Why can't we receive our refund in the same timely manner?

Business Response:

Mr. *********

I'm sorry that you have had an unacceptable experience with your Star-Telegram subscription.  Unfortunately I cannot tell you why you have not received your refund check. I can tell you that refund check number 1001382127 was printed and mailed. I can also tell you that our local Finance Department requested a stop payment to our corporate Finance Department due to communications that you had not received it yet and it is unknown as to where it is.  The local Finance department requested another check be issued to replace the missing check. This was done on 8/25/14. 

We have not received the original check that was mailed to you back through the USPS as of yet.  It is possible that it was not delivered by the USPS for some reason and just has not yet been returned to us.  Please verify that we do have your correct mailing information on your account.  

 

We have:

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

*** ***** **

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

 

Since you have paid through our by mail renewals in the past, I feel that incorrect mailing information your account is not the problem, but I want to make sure.  I will check with our Finance Department to see if there is anything further we can do to track the reissued check and determine when you should receive it.

I will get back with you as soon as I get more information.  Please let me know if you receive either the check with the number *********** which has had a stop payment issued for it, or another check while I am following up on this end.

 

Sincerely,

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

Fort Worth Star-Telegram

Audience Services Quality Control Manager

9/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In May, I purchased a 13 week subscription for home newspaper delivery each Wed/Sun. I continue to have missing issues and Star Telegram blames billing issues for their problems. They cited a change over in billing systems earlier this year and sent a written apology this past Spring. Still, I'm missing deliveries. .I have paid all balances owed previously and have prepaid for service through September. If this is the problem caused by their delivery person, then I would suggest they replace that person with someone else.

Desired Settlement: I want Star Telegram to honor the home delivery subscription that I've already paid for. They have been almost impossible to reach or resolve over the phone which is why I request BBB to assist in the matter.

Business Response:

The customer had one active account that had an error created by transactions not processing correctly.  To remedy this, it appears another account was set up when he made a payment.  Then it appears there was some confusion because of the two accounts and the one with the payment was stopped.  The balance was refunded.  This stopped the customer's service.  He did not intend for the service to be stopped, so he signed up again over the internet.  The refunded balance was not applied to his account again, so the account stopped again after the grace period ended. He signed up over the internet again, this time making a payment for a discounted offer.  That payment paid on the grace amount owed, so his subscription stopped again after the new grace period.

 

I have applied a credit to his account to cover the 13 week special offer period.

 

I left a message on the customer's voicemail and sent an email with this explanation.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my dispute. For your reference, details of the offer I reviewed appear below.

Star Telegram seems to be offering credit for 13 weeks of home delivery I already paid for.

I've paid for several months of home delivery that I did not receive for specific offers and by following the instructions of their Service Reps. Despite my requests for a more detail accounting and copies of statements to help reconcile, I've received a long, vague explanation of the mistakes that happened by their Service Reps and Billing department.

At this point, I am willing to take a loss for all the missing deliveries , but need clarification on when credit for the 13 week delivery offer will expire before this matter can be closed.  In other words, I need the final delivery date they show in their records. Otherwise, Star Telegram is leaving open the possibility of more confusion in the future and may cancel again at anytime

Regards,

*** ********

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






Business Response: Mr. *********
I am sorry you felt I was vague in my response to you concerning your Star-Telegram accounts.  I will try to be more detailed.
You started a Star-Telegram subscription for the Wednesday and Sunday print+digital and paid for one year effective 9/30/2012.  Your payment was $167.28. The account number for this subscription is ******** This provided for service until 9/15/2013.  The reason for the shortened expire date was the premium days on 10/10/2012, 11/22/2012, 3/20/2013, and 7/3/2013. There was an additional charge of $1 for each of the first two and $1.50 for each of the second two. Renewal notices are generated approximately three weeks before balances on accounts are depleted.  We did not receive a payment from you.
Service was provided to you past our standard grace period, seven weeks, until 12/29/2013.  Your account was terminated at that time due to non-renew.  At that time, your account was 15 weeks in arrears.
Our records show you made a payment of $38.02 over the internet on 12/31/2013.  This payment was applied to the balance owed on your account. At that time, you did a transaction to set up automatic monthly charges to your credit card for service.  Unfortunately, since the payment you made was not enough to clear the balance owed and go forward to at least our next autopay processing date, the account was not re-activated.  For automatic payments, the account has to be active when the process is run to charge the credit card.
On 1/23/2014, it appears you contacted our Customer Service department to restart your service. A new account, ******** was created.  I do not know the reason for the new account. It is past the date range that I can listen to calls.  A payment of $83.72 was applied to the new account for 26 weeks of service.  On 2/9/2014, you registered a complaint about missing your paper.  The email notification our Customer Service department received had your original account number on it.  The rep that entered your complaint evidently was confused by the inactive account with the account number that was supplied on the complaint email and the active account that was created for you on 1/23/2014.  The rep stopped the newest account in error, thinking it was a duplicate.  Our records show you received a refund back to your credit card of $76.95.  This depleted the balance on the account.
The account was reactivated effective 2/14/14 per your email complaint of not receiving the paper. The amount refunded to you was not available for us to reapply.  We sent renewal statements on 2/14/2014 and 3/10/2014.  We did not receive a payment to cover the amount that had been refunded.  The account reached the end of the grace period on 4/4/2014 and automatically stopped.
On 5/28/2014 you made a payment over the internet of $24.96 to cover a 13 week period, starting 6/1/2014.  Unfortunately, this payment automatically went to pay on the balance owed from 2/14/2014 through 4/4/2014.
We sent renewal notices through the mail on 6/2/2014 and 6/12/2014.  We generated a third renewal notice on 7/8/2014 to be delivered in your newspaper.  We did not receive a response from you about any of the six notices we sent you.  Your account automatically stopped again at the end of the grace period, 7/22/2014. Perhaps we have an incorrect mailing address for you.  The USPS did not return any of the five we mailed.  Perhaps the carrier did not deliver the sixth one in your paper.  We have no way of knowing.
In my response to you, I stated that we would make sure there was enough credit applied to your account to insure you would receive 13 weeks of service, starting 8/1/2014.  I have done this.  Your account, ******** was restarted effective 8/1/2014.  The 13 week period will end 10/31/2014.  At the current time, your account has a balance that will take it through 11/25/2014.  This expire date will shorten with any premium day charges that occur within that time period.  We have at least two scheduled, so I made sure there was enough credit on your account to reach at least 10/31/2014. Any missed paper credits will extend your expire date.  I know there has been at least one day in this period so far that you have registered a complaint, asking for credit, and this has been done.
We will generate a renewal notice for your account and mail it to the mailing address we have approximately three weeks before the balance on your account is depleted.  If the balance is depleted before a payment applies, your account will go into the grace period, accumulating charges, unless we are notified by you to stop the service.  On the 49th day after the grace period begins, if we have not received a payment to apply to this account, the account will automatically become inactive.
Please keep in mind that once the balance on an account has been depleted, a balance owed will start accumulating for a period of time.  We do not automatically stop service at the end of the period that has been paid for.  We do automatically stop service at the end of the grace period.  Any payment made to the account will be applied to the balance owed at full rate before going to any reactivated service.
  
To recap:
Your account 3275174 was active 9/30/12-12/29/13.  This is a 65 week period.  The full-price charge for this period, including premium day charges, would be $213.64.  We received payments totaling $205.30. We cleared the remaining balance owed on this account.
Your account 5418179 was active during the following date ranges; 1/24/14-2/9/14, 2/14/14-4/3/14, and 6/1/14-7/21/14.  It has been reactivated again effective 8/1/14, to continue for a full 13 week period, without being shortened by any premium day charges.  We have received compensation totaling $31.73 for all of these date ranges together.  This compensation consisted of the 1/23/14 payment of $83.72, less the 2/12/14 refund of $76.95, plus the 5/28/14 payment of $24.96. These date ranges, added together, are between 29 and 30 weeks of service.  The full price value of the service you have received for 29 weeks, including the premium dates that fall in the dates your account has been and will be active during 2014 is $101.38.
My statement about applying credit to your account to make sure the 13 week special period, 8/1/14 – 10/31/14, was covered was due to the payment amounts you had made being applied to past balances owed.  Again, as was stated in a prior email communication to you from our Customer Service staff and earlier in this communication by me, once the balance on your account has been depleted by service days, the account will continue to accumulate a balance owed at full rate for approximately seven weeks.  At that time, the account will automatically stop, ending service.  The balance owed on the account will remain until a payment is made to clear it.  Payments apply to balances owed before going forward for any service.
If we need a different mailing address and/or name to send your renewal statements to, please supply that information.  The one on both of your accounts is the same as for the newspaper delivery.
I hope that I have been detailed enough in my response. Please let me know if you have any questions.
 
****** *******
Fort Worth Star-Telegram
Audience Services Quality Control Manager

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my dispute.  For your reference, details of the offer I reviewed appear below.

I understand my 13 week subscription is now to 10/31/14 excluding at least one missed delivery. You also mentioned I have a balance to cover up to 11/25/14 less the cost of 2 "premium" issues. I'll also receive notice 3 weeks prior to the depletion of my account balance. Thats what I need to know. 

Thank you.

*** ********





7/31/2014 Delivery Issues | Complaint Details Unavailable
7/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Two summers ago I signed an agreement with the Star Telegram rep, who was selling the paper at my local Kroger store. Last June, while on a business trip I did not get the paper, so I presumed that my subscription had lapsed. As it was the second charge on the latest Amex bill I have just recently noticed that the Star Telegram was still billing 13.94 per month, without my authorization. I had not noticed the ongoing billing since I have so many charges every month a small amount like that can go un noticed. After 6 calls in the last 4 weeks, with no return calls as promised, I finally got notified that my subscription would be ended, and the remainder of my payment refunded. Something on the line of 4.50. Hmmm, how can this be so since they have not delivered anything in some 10 months? Anyhow, I think they should refund the entire amount since a) no product was delivered, and b) there was no authorization for them to have continued to bill my credit card, long after an authorized time period had lapsed.

Desired Settlement: I feel the the Star Telegram should refund the entire amount for the reasons outlined above. I will then gladly go to my local Kroger and renew my subscription, so I can get my in store credit, and my girlfriend can get her coupons. I do not believe what I am asking for is unsreasonable.

Business Response: The subscription record on the customer's account does not indicate it was cancelled until 5/6/14. The order form the customer signed and was given a copy of states: "AUTOMATIC PAYMENT: I authorize the Star-Telegram to debit my bank/credit card account for the delivery rate of my subscription. Each charge will reflect the current retail rate, minus any credits applied to my account during the previous period. Charges will automatically continue until notice of cancellation is given. To discontinue service call ###-###-####. This subscription will not stop automatically." The sales person underlined the phone number to call to cancel. The customer signed authorizing the debit to their credit card until the subscription or the automatic payments were cancelled by the customer. Since this account was terminated on 5/6/14, this past customer can certainly sign up again at Kroger's and receive any discount, coupons, and/or store gift card that is being offered at that time.

Consumer Response: That was an interesting canned response from The Star Telegram. I say that since all I signed up for was a one year agreement, and I was required to pay IN FULL up front. Nothing indicating an automatice MONTHLY payment after the length of the original subscription was ever underlined and shown to me. I had previously done the same thing at Kroger's, and at the end of the year the paper delivery was cancelled per the same agreement. If the Star Telegram has since slipped in small print that they will follow such practices, shame on them. Obviously a subscriber may not notice a monthly charge of 13.99, versus the same 100 + dollar yearly charge they had me signed on for. As they were adamant that I was informed of the reocurring monthly charge up front, surely they can provide documentation showing so. Not to mention, if such an agreement was in place as they claim, meanwhile with me unknowingly making monthly payments, is it unreasonable for me to ask them to explain why I was not also getting the papers delivered?

6/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Week of April 7 to 11, 2014, I responded to a special subscription pro-mo (FTW0214) and paid for a subscription. Delivery Service was supposed to be every Sunday for a Year starting April 13. Three Sunday have past and NO delivery yet. Repeated contacts by telephone with the Customer Service department, empty promises of response on their part to my concerns or request. Finally last week I e-mailed all the administrative staff listed in their paper. The only response i received was that one of the staff was "out of the office" until Monday.

Desired Settlement: If they won't make good on my subscription, I want my money back.

Business Response: Yes I received this email and the original one about the complaint on May 9th.  In fact, I just finished speaking with*** ********.  Due to his complaints and some others, we discovered the SunOnly service was not being included in a custom report that is sent to a third-party vendor that creates the carrier delivery lists.  We actually had tracked that down and got it corrected on May 9th.  I verified the customer did receive his May 11th and 18th papers.  I let him know we would extend his subscription so he actually will receive a complete year of delivery for the amount he paid.

2/3/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: on 12-26-2013 we did not receive our paper. we called found out we were delinquent, made a payment over the phone and was told we would have a paper within 2 hours. was never delivered. on 12-27 again no paper, called was told we would have a paper with in 2 hours, again no paper. 12-28 same thing no delivery called said within 2 hours we would have a paper, again no paper. 12-29 paper delivered ok everything ok. 12-30 no paper delivered called said within 2 hours one would be delivered again no paper. for a company that is in the commutation business they do not communicate with there delivery people. also the only communication we received was back in September it stated that we due for renewal by 12-29-2013, never received any notification that we were delinquent after the letter in September.

Desired Settlement: an email stating why we never received our papers and showing that all the days 12-26,27,28,30-2013 were credited back to our account

Business Response:

I looked up *** *****'s account and found that it has expired due to non-payment effective 12/26/13. The last payment on his account was made on 7/19/13 for the period of 6/2/13-9/1/13. We had continued to deliver his paper until 12/26/13 without payment. We had supplied letters explaining our switch from carrier collect to office pay, along with renewal notices, for the carrier to deliver with the newspaper in June, July, and August. At the end of September, we converted to a new Circulation system. At that time, all subscribers went to complete office pay. We did not receive a payment from *** *****, so we generated renewal invoices on 10/17/13 and 11/14/13. There was still not payment made on his account, so toward the end of November, the letter he refers to as having received in September was generated and mailed to him. It states "Our records indicate that your account has become past due and your delivery service will stop on December 29, 2013." That was the end of his grace period at that time. Due to an additional premium day charge before that date, it was recalculated to 12/26/13. He was not charged for the missed deliveries of 12/26-12/30 since his account was not active. This, along with inexperienced Customer Service staff, caused the redeliveries he requested to not happen, even though he was told to expect them. We have emailed him with all this information and our apologies. His account has been restarted with an adjustment to carry him until 3/18/2014, giving plenty of time for us to generate another renewal and him to submit a payment.

12/19/2013 Billing/Collection Issues
12/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Last Friday i received my quarterly bill for the paper in the amount of 68.77. This bill stated the fee included digital access. So, i called and said i wasnt interested in digital access and was told the bill should be 59.85. I asked why my last 4 bills were 65.82. They said i was charged for digital access for the past year. I said i never asked for this and it never appeared on my previous bills. They replied that they mailed letters a year ago telling people they had to decline it or they would be charged. I replied that i never got a letter and even if i did, the charge for digital access should have appeared on my previous bills just like the most recent one. They offered to refund me 2 months of my overpayment. i said i wanted all 4 months of overpayment(about $24).Can you imagine how much extra money they made off people for the past year by not including the digital access charge on the bills? How would people know if the charge is not listed? This is a terrible business practice for a company that has been in ft worth for years. I have been a customer for the past 35 yrs and they didnt want to refund my overpayment.

Desired Settlement: I would like my overpayment of $23.88 refunded. Other people that have overpaid during the past year should be notified of the digital access charge that was not listed on their bill.

Business Response:

 I have been trying to contact *** ******* by both email and phone. 

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 is satisfactory to me. 

Regards,


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

11/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In Jan 2013 I signed up for a Wednesday, Sunday and digital subscription with the Star-Telgram. I paid $167.28 for a 1 year term. I then received a phone call from them in April of 2013 and they wanted to offer me a five day a week subscription along with a free $25 gift certificate to local restaurants. I asked at that time what it was going to cost me and the representative assured me it wasn't going to cost me anything. I didn't ask just once, I asked several times about the cost. I decided I had nothing to lose and agreed. The paper came 5 days a week after that. Now (Oct 2013) I received a bill in the mail requiring a payment for the rest of the year! In essence my payment of 167.28 has been deducted from by all the extra days they told me were free and now I will be forced to pay up for the rest of the term until Jan 20th 2014 IF I want my paper to continue. I called and tried to convince them that this was unacceptable and deceptive, but they don't care. They can have people call you and promise anything because there's is nothing I can do to get my money back, they offered no compromise or any remorse. I canceled right on the spot because I feel disgusted to have been duped and there is no upside for me as well as no downside for them if I continue my subscription. Oh, and another thing: I stopped my paper this summer because of vacation and they just continued to deliver the paper. This is also unacceptable, especially since I got confirmation, they just do whatever they want.

Desired Settlement: I really only wanted the Sunday paper originally (but they couldn't do that ), so it would be great to receive it until my term expires in Jan 2014. I think they should be less greedy and realize that they shouldn't fool people they call and promise things that aren't true. They should know better and have better ethics.

Business Response:

We adjusted the customer's account back to the original delivery service and credited her account to extend it to the original expire. We contacted the subscriber with this information. She seemed satisfied.

 

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 is satisfactory to me. 

Regards,


Karin Case

11/20/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I paid for 6 month paper delivery in advanced. Last week I missed 3 paper deliveries, and this week I missed another 3 days. I've made numerous calls to the paper complaining and they say it will be taken care of and nothing happens. I'm very frustrated.

Desired Settlement: To get my paper.

Business Response: Called customer due to his complaint of missing his newsapaper. My reponse was that our District Manager would confirm delivery for a few days and would do our best to deliver a newspaper every day. I also responded that he may have missed because a substitute delivered that route for the independent distributor assigned to that route. ** ***** response was that was getting his paper and everything was good. 

11/19/2013 Problems with Product/Service
11/8/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: The Fort Worth Star Telegram continues to deliver free papers to me, even though I have called them three times and asked them to stop. I last spoke to Jalea on 5/8/13 and she told me it would take three weeks to process my request and stop the deliveries. It's October, and they still throw papers in my yard. I called the district attorney's office and asked if I could prosecute the Star Telegram for littering, because they're throwing trash in my yard that I don't want. I've saved the papers, so the Star-Telegram could be prosecuted for many counts of littering. They told me to call the police non-emergency number to report it. I called, and they suggested I file a complaint with the BBB first.

Desired Settlement: Stop throwing papers in my yard.

Business Response: In response to Complaint ID *******

The item referenced to is the Star-Telegram Express . It is an advertisement product delivered weekly to all non-subscribers of the Fort Worth Star-Telegram. On the front page of this product is a number to call if the recipient no longer wants the product delivered to their residence (************). The resident also has other options to make the request, via email and FWST Customer Request. 

When the company receives the request the address is added to a Do Not Deliver list and removed from the delivery person's route list. From the time of original request it is a 2 week process for the delivery to stop. 

The complainant made the request on 5/8/13, and the address was removed from the delivery list on 5/22/13. 

We remove addresses from the delivery list when requested by the resident and/or property owner. 

The address of 7812 Ewing Ave, 76116 will be discussed with the delivery person in that area about no longer delivering a paper to this address and one of our District Managers will follow up. 

Thanks, 

**** *******


Customer Review(s)

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Customer Reviews Summary

4 Customer Reviews on Fort Worth Star Telegram
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