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Start With Trust®
In Northeast California

BBB Accredited Business since

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BBB Accreditation

A BBB Accredited Business since

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

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

Reason for Rating

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

Factors that raised the rating for Sacramento Bee include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 141 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

141 complaints closed with BBB in last 3 years | 38 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 12
Billing/Collection Issues 83
Delivery Issues 23
Guarantee/Warranty Issues 0
Problems with Product/Service 23
Total Closed Complaints 141

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Sacramento Bee
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: January 18, 1990 Business started: 01/01/1857 Business started locally: 01/01/1857 Business incorporated: 11/30/2001 in DE
Type of Entity

Corporation

Business Management
Ms. Vicki Amparan, Manager Ms. Maria Ravera, Director of Audience Development
Contact Information
Customer Contact: Ms. Vicki Amparan, Manager
Principal: Mr. Gary Pitts, Circulation Director
Business Category

Newspapers

Alternate Business Names
McClatchy Management Services, Inc.
Products & Services

Sacramento Bee provides local newspaper distributor services.


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Additional Phone Numbers

  • (800) 284-3233(Phone)
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Complaint Detail(s)

6/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I write this letter to inform you of the ineptitude of your billing and customer service department. Starting in February my wife had been trying to cancel our subscription to the Sacramento Bee. She did this through notification on our bill. In April we received another bill for $16.75 for the Bee. At that time I got involved in the cancellation process, which is almost impossible to do. I informed and person named Jane through email that as soon as I was sent a written notification of the cancellation that we would pay the $16.75, I even gave her my credit card number to do this. This was done via email on April 24, 2014. We received the bill and on April 30, 2014 my wife sent in a check for the $16.75, not knowing that the charge was also posted to my Mastercard. So your bill was paid twice. Last week we received a letter from A.R.M Solutions saying that we are being taken to collection over a bill that has already been paid, TWICE. My wife has sent the cancelled check information, that's right the check that you people deposited, to A.R.M to try and settle this matter. Now comes your problem. My wife and I have impeccable credit and we are in the process of refinancing our home, if your mistake in anyway effects my credit rating I will do everything legally possible to recoup all financial, emotional and personal damages that your mistake has caused. I will also make sure that others know of the pain and suffering that we went through because of your mistake.

Desired Settlement: I hope that someone looks into this matter and issues a letter of apology to my wife and I because of your ineptitude and that a letter wold be issued to any of the credit rating companies so that they do not lower our credit rating.

Business Response: Mr. ****'s account has been cleared of any balance. The payment of $16.75 was posted on 5/7/14. Unfortunately, the letter that Mr. **** received was in error. This has been reported to the Retention Manager who handles the collection company.   The Retention and Loyalty Manager has also mailed out a confirmation letter to Mr. Ward in regards to the error and the account being cleared of any balance. We apologize for this error and please rest assured the account will not appear as delinquent on any credit report. 

 
Please feel free to contact us at ###-###-#### if you have any further questions or concerns.
 
Thank you

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

6/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I sent in a payment for the six weeks service I wanted to be delivered to my address.When my service ended I received a letter sta***g to pay $19.28 or service would be discon***ued.The letter never stated if I don't respond service will con***ue and you will be charged for payment.I only payed for service for Sunday not service on Mondays and they had delivered three to four times on Monday until service ended.I called three to four times asking for service to be discon***ue at my address.This has been a problem since February of 2014.Service finally ended three weeks ago and I was charged and sent to collections in the amount of $19.00.I was told by *** Id#****,**** Id #****,*** that the amount was credited.

Desired Settlement: $19.00 to refunded

Business Response: Ms. ********** account has been at a zero balance since 5/7/14. We apologize for the letter Ms. ******** received from ***, the collection vendor. There was an error in the file sent to this company. This has been reported to the retention manager who oversees this vendor. He has confirmed this was sent in error. He has also mailed out a letter of confirmation that Ms. ********'s account is clear and there is no indication of delinquency with ***. The letter should be received in the mail in the next few days. 

 
Please let us know if you have any further questions or concerns. We can also be contacted at **************.
 
Thank you 

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

5/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was coming up on the end of my subscription and not planning to renew. They sent me a bill for renewal. I didn't want the paper anymore, so I threw it away. I can't check because I threw the bills away, but according to the guy at the paper, those bills supposedly said, in small print somewhere, we're going to keep sending you the paper after your balance is zero, if we don't hear from you before then, as a FAVOR to you, and you will owe us money for those papers too. And even though I told the salesmen who called, TWICE, that no, I didn't want the paper anymore, just stop delivering it after my balance is zero, it turns out those salesmen are contractors, not actually AT the Bee, and that info didn't make its way back to the "customer service managers" at the paper. So they kept delivering papers and racking up a total until I thought, wow, my subscription must be up by now, I should make sure they know! And I called to find out what was going on. I explained that I didn't want those extra papers and that I told the salespeople who called on behalf of the Bee I didn't want the extra papers and I assumed that's all I'd have to do. I don't care that it's only $10 and change. I'm not paying it. It's the principle of the thing.

Desired Settlement: I just want my balance put at zero. I shouldn't owe them anything.

Business Response: Thank you for the information provided regarding the subscription. Our records do show the account was cleared of any balance on 5/6/14 by our Customer Service representative.

 
Please let us know if you have any further questions or concerns.
 
Thank you

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

5/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My subscription with Sac. Bee was expired on 3/30/14 and I did not renew my subscription, but the newspapers kept coming. I called in today, 5/8/14, and was told that I owe $21.71 which I have sent in the payment via online. When I complained. I was told by a Sac Bee representative over the phone that Sac. Bee policy is to keep the subscription active and keep charging the customer, even if Sac Bee did not receive any renewal. I believe that this type of business practice is unethical, because it is forcing the customer to keep getting what he/she no longer wanted, hence, not renewing the subscription. What if the customer were to die or unable to communicate before his/her subscription expired? Does this mean that The Bee keeps on charging a no longer existing customer?

Desired Settlement: I am requesting that the Sacramento Bee stop charging and delivering the newspaper if the subscriber did not renew his/her subscription. As a customer, I should have the option of not renewing my subscription and do not get chard for it. Thank you!

Business Response: Customer, ***** **** has had a Sacramento Bee account for several years. The same process has been in place on renewing subscriptions. The Sacramento Bee does not stop subscriptions on the expiration date. We allow a 90 day grace period to send in the renewal payment. Prior to the expiration date, The Bee sends out the first renewal which states, "the paper will continue unless the Bee is notified otherwise." This is on all promotional material, online, renewal notice and emails. After the expiration date, The Bee sends out 2 additional renewal notices, which include the same verbiage. In this case, we sent out 2 renewals (2/24/14 and 4/28/14) prior to Mr. *** stopping the subscription on 5/9/14. We do appreciate all customer feedback. And, we will document this on Mr. ***'s account. Our hope is he will restart the service at a later time. We do thank Mr. *** for his continued readership and his loyalty as a Bee reader.  

 
Please let us know if you have any further questions or concerns.
 
Thank you

Consumer Response: I am rejecting this response because:


Firstly, it is a bad practice the Bee has in placed.  The ""the paper will continue unless the Bee is notified otherwise." statement should be removed from the customer bills.  It is the responsibility of the customer to renew the subscription if he/she wants to keep the Bee.  Otherwise, it seems as the Bee is forcing its customer to keep paying for the unwanted subscription.

Secondly, the second notice was about a month after the subscription expired, so I was warned over the phone that if I did not pay for those days in between, collection agency will be contacting me.  Another way of forcing me to pay for the subscription I did not want.

Thirdly, my title is Ms. and yet, the Bee representative addressed me as Mr.  I would not call this was a good customer service.

Yes, I have been the Bee long time customer, but after this incident, I will no longer be the Bee customer as I am very dissatisfied with the current Sacramento Bee.


 
 

Business Response: Thank you for the feedback. As many businesses have different business practices, The Sacramento Bee allows all their customers a 90 grace period for their renewal payments. Other businesses, like a cell phone company or cable/satellite company, the service does not stop on the due date of the bill. A grace period is in place to allow customers the time to renew by mail, over the phone or online. The Sacramento Bee will honor any customer's request to stop the service as long as we hear from the customer. In this case, we did make the appropriate communication with the first renewal notice. We do appreciate the feedback from Ms. *** and we will document her feedback on her account.

 
As for the collection agency, JMC is a 3rd party vendor we use to send out final notices and reminders. This does not reflect on Ms. ***'s credit report. We will, however forward Ms. ***'s comments back to our Retention Manager who handles the contracts for these collection vendors. Please feel free to contact us anytime at 1-800-284-3233 if you have any further questions or concerns.
 
Thank you

Consumer Response: I am rejecting this response because I disagreed with Sac Bee business practices.  I had paid the balanced the Bee forced on me, so I am not concern about the collection agency.  I did not get the notice from JMC.  The second bill was from the Bee, and it was sent weeks after my subscription expired.  I phoned in to Sac Bee to inquire as to why I was still receiving the newspaper since I did not renew my subscription, and that was when a Bee representative told me how much I owe and said that if I do not paid this bill, it will be forward to a collection agency.

 
I do not think the Bee representative really understand my previous rejected email, thus, the explanation of the collection agency.
 
I thank you, BBB, for helping  to forward my complain to the Bee, but I do not believe that it will resolve anything other than wasting everyone's time emailing back and forth!
 
 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I'm writing to your office to file a complaint against the company: THE SACRAMENTO BEE, newspaper company in Sacramento, California. I have sent there office several letters requesting information reguarding the shippment of my newspapers, but they have filed to reply to any of my request for answers. I ordered there newspapers PAID-IN-FULL (DBM) shipment by mail service for these newspapers to be sent to me by mail service. As of today I ONLY received "1" (one) newspaper in the mail FEBRUARY/9/2014 issue but it was sent to my OLD address that I am no longer at: **** *** **** ********* ** *****. When I placed my new order back in JANUARY 2014 I included my New address with the order along with the several letters that I sent there office that I got No reply from. 

Desired Settlement: I am still due 5 or 6 newspapers that I have NOT received as of today?? Can you please contact there office, to see why they don't reply to my letters?? and to see that I receive my "5" or "6" newspapers that I'm still due??

Business Response: Unfortunately, I do not have any way of contacting the customer at this location. There is no other billing information, phone number or email address to contact about this account. However, in our records, we show there was an account #******** originally started back on 5/6/12 for address ** *** **** ******* ********* **. This account remained active until 11/27/12. When the payment of $13.40 was received and posted on the account, the account was automatically started on 1/14/14. Since all of The Bee payments go to our Fresno Office, the notes or changes or letters do not come directly to The Bee first. The change of address was never processed since the payment posted and the account was automatically started by our system. There is no problem in honoring the Sunday missing papers. The $13.40 is good for a 5 week period. Since the customer mentions receiving 1 Sunday copy, we will be happy to honor the remaining 4 copies at the new location. 

 
Please feel free to contact our VIP team at ###-###-#### or ************** if you have any further questions or concerns. 
 
Thank you
 
 

Consumer Response: I received you REPLY letter regarding complaint #******** against: Sacramento Bee (newspaper) no papers have been received since the "1" issue that I received I am still missing "4" issues on a $13.40 "5" week subcription, an you please update your system with my current address: 

 
******** ******** 
****** ******
**** ******* ***** ****
********** ** *****
 
and send me 4 remaining issues of the newspaper I am now due?
 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I delivered the bee as a teenager in the 70's and 80's, I have been subscribed as an adult since the early 90's, and at different addresses. In 2012 after reading a politically slanted article that was so biased I determined I can no longer support the Bee if they cant be objective in their reporting. I cancelled my subscription of 20yrs. Soon there after I was contacted by phone and eventually accepted a offer of Sunday only for a year for $19.99. Prior to a year, about 3 or 4 months early I was told my subscription was expired and I must renew. It should have lasted till October and it was May or June. I argued with a few agents about how long a year is to the SAC BEE? At some point in August I renewed and for what I thought was a year again for $19.99, I was assurred that problem was resolved. Now in April I again have a expired notice and that I must renew. Again, this is a year. I spoke to *** in customer service who 1st invormed me that it is due to holiday papers. I know I did not ask for Holiday papers and accpted a verbal offer from their staff for Sunday only for a year. So in small print THE BEE charges me $1.00 for every Holiday paper, and their policy is that all subscribers get them and you cannot not ask for them. I informed *** that is Bait and switch. *** transferred me to a supervisor that I should have to be charged a $1.00 per paper for Holiday's and that is why I have to renew in April, instead of August. I find this a scam. It is bait ans switch. I was offerred a year for Sunday only and expect to receive Sunday only for a year. I have said adamantly every time that I do not want the Holiday papers and I am not paying them for the holiday. *** offerred at first to credit me the holidays but at the end disliked my attitude and then said she can no longer offer me the credit. I have two issues. One that The Bee offerred me Sunday only for a year and has not satisfied the verbal contract made over the phone with their representative and two to be liked to.

Desired Settlement: give me my paper on Sunday. Omit the holidays and do this through August 31st 2014 as agreed. ( it should be through October, because they renewed me two months early in 2013, but not worth arguing about any longer). Also they have to agree to stop baiting and switching my offer for 19.99 a year by making me pay for Holiday papers I dont want. It is either 19.99 a year or it is not. I have never sent in a reply to a email or mail. the offers have always been verbal and over the phone.

Business Response: Customer started Sunday only back on  9/16/12. At that time, the rate was $19.99 for 52 weeks. The payment was made on 12/7/12.  The expiration date was 9/15/13. The renewal payment for the next billing cycle should have been $19.99 for 26 weeks, not 52 weeks. This is the rate reflected on the renewal bills.  However, since Mr. ********* claims he received a phone call offering him the same promotion of $19.99 for 52 weeks, the payment only posted for 26 weeks. We have honored the rate, which will be covering 52 weeks from 9/15/13 - 9/14/14. Mr. ********* will receive a renewal notice about a month before the expiration date. The paper does not stop automatically and the rate will change to $19.99 for 26 weeks or $39.98 for 52 weeks. This is still a significant discounted rate compared to the Sunday Published rate of $278.20.

 
As for the holiday papers, this is notated on all subscriber bills, renewals, promotional materiel, emails and letters. As Mr. ********* stated in his concerns, the holiday premium papers are charged $1.00 premium when each holiday hits. These holidays cannot be opted out since it is part of all subscriptions. If Mr. ********* decides to renew the subscription after 9/14/14, the holiday premium charges still apply. For now, the account has been updated to include any holiday papers between now and the expiration date of 9/14/14. We apologize for any inconvenience and we hope Mr. ********* continues to subscribe to The Bee.
 
Please let me know if you have any further questions or concerns.
 
Thank you

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

4/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Signed up for promotion at Kings Game. Canceled service within first 30 days. Continually billed for service that had been paid in full and canceled and finally they make unauthorized debt transaction twice in 5 days 3 months later. Contacted customer service and they claim no record of any transactions. Now I have to take the time and effort to prove I paid for service and that they have made unauthorized transactions. Absolute worst customer service experience and the Sacramento Bee must have the most inefficient payment processing service in the business community. It's no wonder the newspaper business is a dying breed.

Desired Settlement: Full refund for unauthorized charges as well as initial payment for the time and energy loss to this unproductive matter. Total refund due 12.50 + 10.50 + 10.50+ 33.50

Business Response: For this address, we were unable to locate a PO BOX since we do not deliver home delivery papers to a PO BOX. I was able to find the physical address at **** ****** ** ********. I see 2 notes on the account from our Customer Services Department. One was on 2/12/14 stating customer will fax over or mail in a copy of the statements. The other note was on 3/11/14 stating customer is upset because the proof of payment was sent in, but there has been no response or refund. Unfortunately, the proof of payment is not in our Audience Services Department. It would have been given to our Accounting Department to research and resolve. As of today, I will ask our Accounting Manager to process a refund on Friday 4/18/14 and send a refund check in the amount of $33.95. I do apologize for the inconvenience and that the pape was never started. This information has been given to the Sales Manager. 

Please let me know if you have any further questions or concerns.

Thank you

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

4/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A little over a year ago I subscribed to the Sacramento Bee newspaper for one year and paid for it in advance. I never recieved a single delivery. I have since recieved invoices for the balance owing as it appears they automatically renewed my subscription for an additional year, to which I responded once or twice. I then began getting phone calls from a Sacramento Bee agent attempting to collect the "balance due". I answered the phone and spoke to the representative and again explained I have never recieved a single paper. I then began to recieve phone calls requesting I renew my subscription, I of course said no, as I have never recieved a single issue of my previous subscription. I have now recieved a collection notice for the "balance due", when in fact I had numerous contacts with their agents and told them very clearly that I had never recieved a single copy of the paper.

Desired Settlement: I want a refund of the year I paid in advance for the paper I never recieved AND verification that either the collection was not reported to any credit agencies or if it had that it has been completely removed from my credit history.

Business Response: Mr. ******** signed up for Sunday only delivery on 4/28/13 and paid for 26 weeks. Since The Bee does not stop accounts on the expiration date, the account continued after the 26 weeks. However, prior to the expiration date, The Bee sends out a renewal notice stating, "the paper will continue automatically unless The Bee is notified otherwise." In this case, the first renewal notice was sent on 9/2/13. The 2nd notice was sent on 10/10/13 and the 3rd notice was sent on 11/18/13. The Bee allows a 90 grace period before the account is stopped for non-payment. Mr. ******** account was stopped on 12/28/13. The amount of $19.94 was shown as owing from the expiration date to the stop date of 12/28/13. I understand Mr. ******** states not one paper was delivered to his address. Unfortunately, there are no complaints generated on his account which would alert our distributor of a delivery issue. We were unaware of any service problems since the start date. 

 
At this time, Mr. ********'s account has been cleared of any balance due. One of our customer service representatives took care of the account on 2/18/14. I have called Mr. ******** and left a message regarding our next steps. I have offered to have the subscription started so we can have an opportunity to rectify the service problems. Otherwise, I will be more than happy to honor his request to have the initial payment refunded to him. 
 
Please feel free to contact our VIP team at 916-650-2847 or our customer service at 1-************ if you have any further questions or concerns.
 
Thank you

Consumer Response:

I am rejecting this response because:  The statement of response from the business is not accurate.  Prior to the first renewal notice being sent, the business had made at least 4 courtesy calls to ask how I liked the service.  I spoke with the representative 3 of the 4 instances they had called.  This first call came in early June.  I specifically responded that I had not recieved a single delivery.  The representative apologized and stated that the matter would be resolved and I should get the paper delivered on the following Sunday.  I did not receive a delivery the subsequent Sunday or any other Sunday.  I recieved a second follow up call from a Bee representative who specifically mentioned the delivery issue and stated they were following up to ensure it had been resolved.   This call was recieved approximately 2 or 3 weeks after the first call.  I again reported that I had not yet received a single delivery.  Again I received an apology and was again assured the deliveries would begin.  I received a third call and again reported that I had not received a single issue.  The 3rd call came around mid-July.  The 4th call, I received a voice mail message, but when I did attempt to respond I got a personal voice mail message and left a message for them to contact me again if they were contacting me on behalf of the Bee.  It seemed as if the call came from someone's home not a business phone.  I quite frankly had simply "written off" the money I had already paid as a loss and did not consider it worth my time to contact the Sacramento Bee as all efforts before did not yield any results.  The business' reply apparently does not wish to acknowledge that there were any efforts on my behalf to inform them of any problem.  I was getting a bit frustrated with the situation and was offended they had the nerve to send renewal notices without ever confirming I was recieving the paper.  I NEVER responded to them that I would like the paper to continue or authorized any kind of renewal.   The renewal notices were the only form of written request for payment to continue my subscription.  I also did not recall being informed at the time of my initial subscription, that I would have to call to cancel or the paper would automatically be renewed.  I did not respond to the first two renewal notices, however, upon receipt of the third notice, sometime in November, I did call and emphatically stated I was not interested in a renewal as I was extremely unhappy with their inability to resolve the problem.  The representative again apologized.  The next notice I received was a letter from a collection agency regarding my "outstanding balance".   Unable to contact during business hours immediately. I sent them an email, a copy of which is attached to this response.  I never received a response to the email I sent.   I specifically requested confirmation that this matter had not been reported to a credit agency and placed on my credit report.  If it had been, I requested it be removed and that they confirm that either it had never been reported or had been removed.   I did call and speak with a respresentative by phone 4 or 5 days after I sent the email.  At that time, I requested a refund of the initial payment I had made and the matter involving my credit also be resolved.  I was assured at that time that a refund request would be processed. I am appalled that the business' reply requests I contact them again, wasting more of my time, to SPECIFICALLY request a refund which indicates to me they are not making any good faith effort to resolve this matter, contrary to what the Bee representative had told me when I phoned to respond to the collection notice.   They also make no mention in their response to BBB of my request to confirm that either the collection had never been reported to a credit agency or confirm that it had been removed from my credit report. I certainly do not have any faith that contacting them again will solve anything.   I believe this is petty theft and am extremely offended that they continue to make me waste my time following up on this matter. How can any business bill someone for a product they never ordered or received?  And further, I consider it injury should this issue appear on my credit report.  I absolutely did not recieve any voice mail message "regarding our next steps. I have offered to have the subscription started so we can have an opportunity to rectify the service problems. Otherwise, I will be more than happy to honor his request to have the initial payment refunded to him."  As a matter of fact, I received a call tonight from a Bee representative asking me if I was interested in renewing my subscription.  This was likely triggered due to my account being cleared.  With a balance no longer outstanding, they call me to request a renewal.  I find that absurd and consider it harassment at this point.  How dare they!  They are extremely incompetant at resolving any kind of complaint and are now compounding the issue by responding to my Better Business Bureau complaint with lies.  Even through all this, I will probably continue to recieve periodic calls to ask me if I am interested in renewing my non-existent subscription.  I doubt any representative who calls with that request will get a patient response.  I feel badly, as it is not they who have failed to resolve the problem or made the decision to contact me with further requests to renew, but management who places them on the front lines when it is they that have failed and deceived.   Management does not even have the courage to admit any fault in this matter and still refuses to respond or even acknowledge the issue of my credit report after both a verbal and email request for resolution.

I would again like to formally request not only a refund, but a confirmation that this matter will not ever appear on my credit report.  I don't think that is too much to ask.  I believe they have intentionally failed to reply to or resolve this matter in it's entirety.


Sincerely,

********

Business Response: Thank you for the additional feedback on the account. Mr. ********'s account is not reported to the credit bureau and it will not appear on a credit report. The collection vendor, JMC, is a third party vendor The Bee uses to send out final notices. Since the account was cleared of any balance, JMC should not and will not be sending any further notifications of any balance. As for the several calls mentioned in this response, there are no notations indicating there was a service problem for Mr. ********. The representative who handled the adjustment on the account was also the same representative who notated, "customer claims he did not receive a single copy of the Sunday paper since making a payment." This was all done on 2/18/14. Unfortunately, this is the only notation regarding non-delivered papers and there was no indication of processing a refund. The information on the actual account is what we have as far as research on the account. Since there was no mention of a refund on the account, the adjustment was processed and the account was closed. As I now understand Mr. ********'s frustration with the missing documentation, there is no problem in refunding the money he paid in the amount of $23.94. We sincerely apologize for the problems Mr. ******** has experienced and we will document the follow up feedback he provided to the BBB.

 
Please let me know if you have any further questions or concerns.
 
Thank you 

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

3/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a gift subscription to The Sacramento Bee from some kid who came to my door selling their paper. I paid in advance and had it sent to my sister *****. Here is what I understand after speaking with my sister, the recipient of the gift subscription.... After getting the paper for a short time ***** received a bill from the Sacramento Bee. She told them to just cancel it as she had never actually subscribed herself. The representative she spoke with on the phone told her that her subscription could not be cancelled until she paid her debt. She told them she wasn't going to pay them and so she continued to get the paper. The next time she was contacted by someone from the Bee's billing department, she thought they took care of things for her. There person did get her subscription cancelled, but the debt was still considered outstanding as the next time she was contacted it was from a collection agency back East. I gave her this subscription as a gift. ***** did not sign up for the paper. When her gift subscription ran out, ***** should have been contacted and asked if she wanted it renewed at additional cost to her. Once ***** notified the Bee that she did not want the subscription, and was not going to pay for it, the Bee should have cancelled the subscription. (Why would a business refuse to cancel the subscription of a customer who owed them money anyway? That doesn't even make sense.) I now feel terrible about this "gift" that I gave to my sister. It has caused both her and me considerable time and anguish in trying to get this resolved. On 3/4/2014 I submitted an inquiry request online using the Home Delivery Service site (https://subscriberservices.mcclatchy.com/sacb/TransactionType.asp). Someone called me this morning who was not willing to listen to me even though I was the person who submitted the online inquiry request. She told me that because the account was in my sister's name she could not legally discuss it with me. She hung up on me.

Desired Settlement: I want the Sacramento Bee to make the effort to look into this subscription and recognize that ***** never subscribed to their paper. They should apologize to my sister and me. They should not be charging either of us anything for the subscription in question. The Bee should also review their billing practices and their cancellation policies. The Bee should send their customer service representatives to a customer service class.

Business Response: I would be more than happy to help Ms. ******* with this problem on the gift subscription account. I have sent the customer an email to get more information (the delivery address of the person receiving the paper).  Once this information is received, I will be able to look up the account in question and get this resolved. As standard policy, The Bee does not stop customer accounts on the expiration date. We allow a grace period for the next renewal payment. Prior to the expiration date, The Bee notifies customers with a first renewal bill 4-5 weeks in advance. On the renewal notices, the statement shows the following information, "Your paper delivery will continue until The Bee is notified otherwise."

 
I look forward to hearing back from Ms. *******. I know we can get this resolved as soon as possible.   
 
Thank you

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

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed out in MAy of last year for a 52 weeks Sunday subscription of the paper. I actually do not read this paper; I only use the coupons. The paper used to allow subscribers to put a vacation hold on their paper and get credit (by prolonging their subscription). They CHANGED that policy and they started to charge people $1 for each of 9 holidays in which they deliver the paper. Never mind you do not want the paper; they charge you anyway and they do not allow you to opt out of this "holiday service". Knowing my subscription was not up till May I was shocked to get a renewal notice that stated my Subscription ended at the beginning of February. Since they sold me a 52 week subscription, I think the terms were misleading. I do not think it is fair for the consumer to get into a contract without being informed that the duration of the subscription is in fact incorrect. In my case was in fact 3 months shorter (i.e., 25%). FRom reading bbb.org complaints, I can see this issue is generalized and there are a lot of other people that feel cheated and misinformed.

Desired Settlement: I would like to be reimbursed for the "holiday issues" i did not ask for and I could not put a stop to. Alternatively they can credit my account for the rest of the 52 weeks that I am not getting. Also, I think they need to change the language to their 52 subscription notices to correctly state that one gets actually less weeks than that.

Business Response: I called Ms. ***** and reviewed her account that was paid on 5/7/13 for 52 weeks. The original expiration date was 5/24/14. However, since we have 9 holiday premium papers delivered throughout the year, there is a $1.00 holiday premium charge that is deducted from the account once the holiday arrives and the paper is delivered. Ms. ***** and I have agreed to restart the Sunday paper as of 3/2/14. The subscription will run through 5/18/14 and then be stooped. Ms. ***** will contact our VIP team if she decide to continue the delivery after 5/18/14.

Consumer Response: I am rejecting this response because:

While i agreed with the proposed resolution by the Bee, unfortunately they did not follow it through themselves. Today is the day the subscription was supposed to restart. However, it is past 10 am, and there is no paper. So, they already did not comply with their own response. 

Sincerely,

*****

Business Response: The subscription was started on 3/2/14. Unfortunately, it sounds as though the distributor missed the delivery. I apologize for the missed paper. The complaint has been processed and a credit has been applied to Ms. *****'s account. This complaint will also be registered with the regional manager to follow up on the delivery problem. This will be corrected moving forward this Sunday 3/9/14. If by chance there is a problem with the delivery, we would ask Ms. ***** to contact our VIP line by 11:00am on Sunday. We will have a paper delivered the same day. Our office is open 7:00am-11:00am on Sundays. Our VIP number is ###-###-#### or Customer Service at ###-###-####.

 
Thank you 

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

3/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a subscriber from the Bee for over 10 years.have been out of town for several weeks during the past few months. I noticed on my billing statement that I was not being given credit when I stopped the paper and did not receive it. When I enquired from customer service why there was no credit on my billing statement, I was told that the Bee does not give credit even when they are not delivering the paper to you. Apparently they changed their policy around credits in 2012. They claim that they incur costs with vacation stops, but other than a brief communication with the delivery person I do not see how this could be the case. It means a delivery person has one less house to cover in the morning, and since I am NOT getting the product that obviously saves some money. I believe that it is simply unethical for them to continue to charge customers, especially ones that have been loyal for many many years, for papers that they do not receive.I have cancelled my subscription, but believe I am due a refund for the newspapers that I was charged for but did not receive during my vacation stops in January and February of this year, and for December and November last year.

Desired Settlement: as stated above, I believe I am do a credit or refund for newspapers not received during my vacation stops for January and February 2014, and papers in November and December of 2013.

Business Response:

On 2/26/14, I sent the following email to Ms. *****.
 
(email) 
Thank you for your inquiry to The Sacramento Bee. I received your information from the BBB regarding our vacation credit options.  In looking at your account, we show 2 recent vacation requests (stop 1/29/14 - restart 2/2/14 and stop 2/10/14 - restart 2/14/14) for a total of 8 days. Our records do not indicate a vacation request since moving to this address on 8/11/13. I would be more than happy to refund you the 8 days of the 2 vacation stops. Currently, we have a pending refund of $5.55 that will be applied to your American Express card this Friday 2/28/14. I can add the additional 8 days to your refund, or hold the credit until you restart the subscription.
 
The reason for the change in vacation options is because we have now included unlimited digital access to our subscriptions. This allows you to read the paper electronically while you are on-the-go. When your account was active, you would have full access to sacbee.com, e-Edition on any PC, laptop, Smart phone, iPad or tablet and free download access to our sacbee iPad app. If you would like to access the digital information, you would just need to log into www.sacbee.com/plus. You can select a print and digital package or a digital only subscription. Please feel free to contact me by phone or by email if you have any further questions or concerns.

As of today 3/4/14, I have not received a response. However, I have submitted the request to add the 8 days to Ms. ***** as a refund. This will be processed Friday 3/7/14. 

Thank you

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 will accept the 8 days of credit to my account and it should be released by the Bee. 

 
I just did a search of my email for "Sacramento Bee" and did not find that the response had been sent to me as indicated.

Sincerely,

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

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

2/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Sent me to collections (******, **** & *****) rather than send, as requested, an itemized account of my bill. On 06/13/2013 my husband paid for a 13 week (weekend only) subscription for 19.69. He was told it was a promo deal by a Sac Bee sales rep. Unfortunately he didn't look at his receipt. Approx. 3 weeks later we received an invoice for another 13 weeks. My husband called, asking why we were being billed after only 3 weeks. He was told by a Customer Svc rep that it was not a bill but an invoice for those who wished to pay in advance. He was also told that invoices were sent every few wks for the customers convenience & that our acct was fine. We decided to wait for the next inv & on 08/09 sent ck #232 in the amt of 57.24 for another 13 wks, wkend only del. In Nov I rec'd an automated collections call. I called the 800 number provided & explained to a Sac Bee CSR that I had paid for a total of 26 wks & couldn't be past due. She advised that my 1st subscription ended in July. I explained the promo, advising that by my math I had paid thru Dec. Her only reply when I asked how I could be past due was, "I don't know, but this is what you owe." I then asked her to cxl my subscription & send me an itemized statement, as again I advised her that her math was not making any sense. She said, "okay" and hung up on me. On 12/10 I rec'd a collections notice from ******, **** & *****, in ****** *******, Ohio. As I pulled my records & waited on hold to discuss my dispute with this collection agency I noticed that the receipt given to my husband was blank, no indication of any promo prc, only small print indicating the price of 5 wks - 19.69. Since I couldn't prove the promo prc I wrote a ltr to Sac Bee informing them of the confusion & wanting to know why (after calling twice) were we not informed that the 1st purch was only for 5 wks. I also sent ck #*** for the bal of 22.56, which was cashed on 12/18. This same letter was faxed to *** on 12/10, fax #***-***-****, and per my records this fax was rec'd. On 12/13 I was sent another collections notice, even though my letter/fax sent on 12/10 indicated that my pmt was being sent to Sac Bee Pmt Processing. Included in this letter was not only the ck number & amt but also my acct # as well as ***'s client acct, yet still I am in collections. I believe that Sac Bee is guilty of Bait & Switch practices, we would not have subscribed if we were not informed that it was a promotional deal. I also believe that *** is guilty of harassment, as there was no reason for them to send another collections notice after they had been advised of the dispute.

Desired Settlement: I want to ensure that this collections notice is not reflected on either my or my husband's (***** *******) credit report. I believe I'm entitled to another 13 weeks but don't want it because I don't believe they'll get it right. I also want these harassing collections notices to stop - it has been paid. The company harassing me is: ******, **** & *****, with a mailing address of: ***** ******* ****., ******* ****** *******, **. **********, ph # ***-***-****. If I need to submit a separate report, please advise & I will do so. All I'm asking is that you make these people stop harassing me for money that has already been paid. Thank you, ***** *******

Business Response: The account was started ******* on a weekend only subscription. The first payment of $19.69 was posted on ******* for 5 weeks (*******-*******). The 2nd payment shows $47.24 for 13 weeks plus a $10.00 tip to the carrier. This paid the account to ********. Typically, the renewal notices go out 4-5 weeks prior to the expiration date. The renewals are automated and should not go out every week or every other week. We definitely apologize for the misinformation.

On the renewal notices, we do have the disclaimer statement that the paper does not stop automatically unless The Bee is notified otherwise. In this case, the stop was processed on 11/28/13 with the amount owing of $22.56. The payment of $22.56 was posted on 12/17/13. The account is currently at a zero balance. ***, the collection agency, is a 3rd party vendor The Bee uses to mail out final notices for us. This does not reflect on a customer's credit report. We have notified *** that this account has been cleared and there will be no further notifications issued to this residence.

Please feel free to contact us at ***-***-**** if you have nay further questions or concerns.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the claim that we paid for an initial five (5) weeks. We were told by a Sac Bee vendor/representative that the $19.69 was a "PROMOTIONAL PRICE" for the first thirteen (13) weeks and that we could decide AFTER the trial period ended on whether or not we wanted to keep the subscription. I paid at what I assumed was the 10th week, thinking I had paid 3 weeks before their "trial" offer had expired. I strongly believe that this is a Bait and Switch practice, in which potential customers are told one thing (by a Sac Bee Rep) in order to get their sales, with the info not being passed on to those who process their (Sac Bee Reps) orders. Had I not kept the original receipt I would've still been under the impression that I had paid for two (2) 13 week subscriptions. This person who sold us the initial subscription didn't even bother to put his name or employee number - nothing, no identifier in which someone could contact & verify his work. I'm not sure how many other people they (Sac Bee & Sac Bee Sales Reps) have done this to. And the fact that they (Sac Bee Customer Svc) could not answer my questions and immediately sent me to collections, without any attempt whatsoever to clear up the misunderstanding, is ridiculous. And I also believe that the collection agency is used as a scare tactic in order to bully confused customers into paying without question. The fact that I was sent immediately to ***, after I requested they cancel the subscription and send me an itemized/explanatory bill, is in my opinion a retaliatory tactic for my cancelling their paper. I fully believe they still owe us 8 weeks, as this is what we were promised in the first place. However I seriously doubt that (1) they will honor it and (2) they would handle it correctly. I will definitely be checking our credit reports and you will definitely be hearing back from me if I see any negative report from either Sac Bee or ***.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have attempted to cancel my Sacramento Bee subsciption multiple times. The company has failed to cancel my subscription. Why is cancelling a subscription with this newspaper such a difficult process? I have military orders to move overseas and I am being taken advantage of by this company regarding my cancellation. I contacted the company via email and received a response that my subscription was canceled. After confirmation that it was canceled, I did not receive a paper. However, the next week, they sent a Sunday paper without my consent or request and subsequently sent me a renewal notice. Now when I try to contact the company, I am unsuccessful. I have sent multiple additional emails with NO response. I feel that the company is attempting to take advantage of my situation and attempt to bill me for services that I am not requesting.

Desired Settlement: I would like the company to properly bill me in the amount of $2.46, which is what the original email from the company stated. I would also like IMMEDIATE CANCELLATION of my subscription. My account # is ********. The original email trail is as follows: MY ORIGINAL EMAIL: Sir/Ma'am, I no longer require the services of the Sacramento Bee. Please cancel my subscription effective immediately as I will be leaving the area permanently. Account Number is ********. Regards, ******* **** ORINGINAL RESPONSE FROM THE SACRAMENTO BEE: Dear ******* ****, Thank you for contacting The Sacramento Bee. We are sorry to hear that you would like to stop delivery of the newspaper. You are a valued customer and we appreciate your readership of The Bee. From the big headlines to Bee exclusives, we cover the stories that matter to you most in more detail than any other news source. From the NBA to the upcoming MLB season, to money saving coupons, the newspaper more than pays for itself in news value and special discounts. We will honor your request to stop delivery on November 03, 2013. We can offer you our digital bundle alone subscription which provides immediate and unlimited access to all content on our newspaper's website (SacBee.com), our mobile site (m.sacbee.com), our iPhone and Android smartphone apps, and our electronic replica edition (E-Edition) for $6.95 per month (or $69.95 per year if paid annually). Again, we would really like to continue home delivery to you. At this time, we show that there is an outstanding balance of $2.46 on the account for the service from October 20, 2013 to October 27, 2013. You can make a payment on the account by calling us at (800)284-3233. One more reason you won't want to stop your Bee subscription is our new BeeBuzzPoints Rewards program. Register at www.beebuzzpoints.com and earn 5000 points just for registering today! It's our way of saying thank you for your loyalty. Please let us know if you would like to continue delivery or go to www.sacbee.com/plus. Thank you for being a loyal Bee reader. Sincerely, (name removed) Interactive Services Representative Sacramento Bee Custsvcs@sacbee.com

Business Response: Contact Name and Title: **** **********
Contact Phone: ************
Contact Email: **********y@sacbee.com
Mr. ****'s subscription account was stopped in the Bee's subscription account database as of 11/3/13. To prevent further deliveries being made, Bee management has directly contacted the distribution company servicing Mr. ****'s account to ensure no more deliveries are made. Additionally, we have cleared his account of the remaining $2.46. Mr. **** has responded to The Bee (**** **********) indicating this is an acceptable resolution.

Business Response: Contact Name and Title: **** **********
Contact Phone: ************
Contact Email: **********y@sacbee.com
Mr. ****'s subscription account was stopped in the Bee's subscription account database as of 11/3/13. To prevent further deliveries being made, Bee management has directly contacted the distribution company servicing Mr. ****'s account to ensure no more deliveries are made. Additionally, we have cleared his account of the remaining $2.46. Mr. **** has responded to The Bee (**** **********) indicating this is an acceptable resolution.

Consumer Response: Thanks for your assistance. The company has failed to cancel my subscription and I have continued to receive newspapers.

Consumer Response: Thanks for your assistance. The company has failed to cancel my subscription and I have continued to receive newspapers.

Business Response: Company states that delivery was stopped in their system effective November 3, 2013. Consumer should not be receiving any further newspapers. There is also a zero balance on the account as of November 19, 2013.

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

2/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In may of 2013 a representative for the bee called me & asked me if I would like to accept a be promo offer of 6 months daily delivery of said paper, from may 7th -nov 5 2013; the rep's name is **** *****; the promo price for this 6 months was $78.00.period. On june 19, 2013 , 11:29am **** sent me this promo IN WRITING via email. He also sent me a vacation extension (free of charge), in writing via emaill, of 16 days, extending this subscription to 11/21/13. In july 2013 I got a bill from the bee dated 7/19/13 saying this subscription was expiring 8/20/13. I called & spoke with *** ******* on 8.2.13, who investigated my promo offer, said I was correct that I wouldn't owe anything until after 11.21.13. In nov. they called and said I owed them money. I reminded them of my promo in writing, and they basically saidk "so what', and refused my request of them to send me a detailed accounting. I requested they stop delivery as of Nov. 4. 13.

Desired Settlement: To delivery the exact number of papers owed me that I paid for , starting at any time; to stop billing me $12.15 they think I owe. After this, sign me up for a subscription now being offered to me= weekend plus print (fri.-sun.) home delivery only @ $2.50 /wk for 10 wks = $25.00.

Business Response: Ms. ***** account was started on daily service 2/7/13 for a promotional rate of $3.00/week. The account was paid for 26 weeks for $78.00 from 4/27/13- 10/27/13. There should not be a grace amount of $12.15 on the account. The amount showing past due has been cleared as of 12/23/13. Ms. *** will be contacted on Thursday 12/26/13 in regards to starting on a new offer of $2.50/week for 10 weeks Friday-Sunday only.

Please feel free to contact our VIP team at ###-###-#### if you have any further questions or concerns.

Consumer Response:  
Complaint: *******

I am rejecting this response because:
My update to this case :
I have started receiving the newspapers since Jan. 8, 2014.
I also received, in writing, a release from JMC Collection agency for any debts.
Thank you.
I will now call the bee at ###-###-####
to sign up for a new subscription, sometime starting in later January, 2014.


Sincerely,

******* ***

Business Response: I am not sure why this response was rejected. Ms. *** states the paper was started and she will contact me later in the month to subscribe. Currently, the subscription is expiring on 1/26/14. Please let me know if you have any further questions or concerns.

 
Thank you

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

2/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At the end of my subscription I wanted to cancel. I have sent 3 requests to cancel.

Desired Settlement: I want my subscription cancelled with no additional payments.

Business Response: Customer started a Sunday only subscription with the ONTV book on 10/28/12. Customer paid for 52 weeks. On 9/9/13, The Bee sent out the first renewal notice for the next billing cycle. The account was stopped on 12/20/13. Unfortunately, all letters and written notifications are automatically sent to the Fresno office if the letter is sent with the returned envelope. The Fresno office handles all payments for The Sacramento Bee. Once the letters are received by the Fresno office, they are separated from the payments and sent back to Sacramento for transaction processing. In the future, it is best to contact our Sacramento office by phone, 1-800-284-3233,to handle these transactions.

we do apologize for the late processing and for the inconvenience. Ms. ******* account has been resolved and cleared to a zero balance. There should be deliveries made to her address as of 12/20/13.

Please feel free to contact us at 916-650-2847 if you have any further questions or concerns.

Consumer Response:  
Complaint: *******

I am rejecting this response because:

The Sacramento Bee is calling me three to four times per week requesting payment, even though the response you received from them says that my account has been "cleared to a zero balance". I would like your help to end the calls.

Sincerely,

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

Business Response: I apologize for any phone calls received. The account has been cleared of any balance as of 12/27/13. I have submitted a request to out Retention & Loyalty Manager to have Ms. *****'s phone number removed from all collection calling files. We will get this resolved.

 
Please feel free to contact our VIP team at ###-###-#### if you have any further questions or concerns.

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

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

Complaint: Ordered a newspaper subscription from girls in the neighborhood to help with their school credits. No paper ever delivered. No refund ever given. About 3-4 months ago a few girls in the neighborhood were selling subscriptions to help out with school. I ordered thru them because I believe in helping my community. I was contacted a week or so later and was asked how my subscription was. I have never received a paper. Ever. When I expressed this via a phone call to your offices I was assured they would fix the mistake. After weeks of no paper and no help I cancelled the account and asked for a refund. I was assured one would be mailed out. I have yet to receive a paper, I have yet to receive a refund. I am tired of calling and getting no help. I am tired of being told a manger will be calling me back and it never happens.

Desired Settlement: My full refund for services paid for and never received. $20 total plus an apology for all the time and energy I have wasted on this matter

Business Response: Originally, the refund was generated on 10/14/13. Unfortunately, it sounds as though Ms. ***** never received the refund check. On 12/18/13, this was reported to our Accounts Payable department. It has been confirmed that the refund check has not been cashed. The refund check has now been cancelled and a new refund check has been issued.  I called Ms. ***** today 1/21/14 to ask if the refund has been received. The voicemail message states, 'please do not leave a message. I do not check my messages.' I will make another attempt to contact Ms. ***** in regards to the new refund check. However, please feel free to contact our VIP team at ************ if you have any further questions or concerns.

 
Thank you

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

1/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Subscribed for just one month. Got charged for 2 months. I called and said I don't want paper and they are still delivering the paper for 3rd month. Some kid came to my apartment the other day, he asked me if i can subscribe to SacBee and help him with his school scholarship. I wanted to help and made sure that i will only subscribe for one month only. ***** ****** (or someone) called after few days to check if i want to continue the subscription. I clearly said I don't want to. But still they continued delivering the paper for second month and charged me. So i called the customer care and said i really don't want the paper delivered and the lady in customer services said that she will make sure that it will not be delivered from next day. I am still getting paper. They are going to charge me for 3rd month as well.

Desired Settlement: I don't want Sac Bee paper deliver at my door steps.

Business Response: Mr. ******** account was stopped 12/14/13. A refund of $23.24 in total was generated.  The refund was sent as 2 check refunds ($15.60 and $7.64).  The original start was turned in by an independent contractor. When the new start was submitted, it was charged the initial prepayment and then processed as an EasyPay payment plan every 5 weeks. Although Mr. ****** claims he called to have the paper stopped, there was no stop in our system. We definitely apologize for any inconvenience. This has been resolved.

 
Please let us know if you have any further questions or concerns. We may also be reached on our VIP line at ************.
 
Thank you 

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.

Sincerely,

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

BBB's Final Determination: Business offered a partial (less than 100%) settlement which the consumer accepted

1/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Receiving newspapers that didn't agree to, and being billed and threatened with collections. I subscribed to the Sacramento Bee using frequent flier miles for a limited 6-month term, with no agreement to renew beyond the subscription term and with no agreement allow any kind of continued service. The subscription I agreed to was for a fixed time period only. This was through my American Airlines frequent flier program and Points.com. I saved all documentation from the subscription, including all terms of the agreement, and am happy to send it on to you if need be. The Bee decided to send their paper past the expiration date and then balance bill me for days that I did not agree to. This is not legal. I was working in the Bay Area over the past few months and the papers accumulated during this time, and then I was billed. Perplexed, I pulled up my original subscription information to see when the Sacramento Bee should have ceased delivery and found that the Bee had unilaterally decided to send papers past the expiration date, and then decided to bill me for them at the rate that they of course chose (since I had made no agreement for any of this). Then they started calling me and sending more bills, as if I had actually subscribed for the period in question. Their maneuver is a scam and is not legal. I know some magazines have continuous subscription services. That was not what I agreed to here and the Bee cannot unilaterally decide the agreement is something different than what it was, nor can the Bee ask me to opt out of something that I never agreed to have to opt out of in the first place. I subscribed for a fixed period and they should have honored that and ceased delivery upon the cessation of the term to which I had agreed. Period. I never authorized any extension of the subscription. Period. And I should not have to spend precious time looking up subscription data to see when they should have stopped sending papers per our agreement, and addressing their inappropriate and illegal business practices. To resolve this I called the number left in one of the phone messages and reached someone in "Promotions" who said he could do nothing and gave me a number in "Billing." I spoke with someone named "******" in "Billing" who said he would note my account for the "Collections" department. I'm not sure how many different billing types of departments they have but it seems the ball kept getting passed along without resolution. I then received a "Final Notice" bill dated 12/18/2013 saying I had to pay by 1/1/2014.

Desired Settlement: 1. I want this supposed balance the Bee is trying to bill me of $74.86 wiped off of my supposed account, #********, immediately, with the correct balance of $0.00 noted. 2. I also want to know that the Bee will discontinue this shady practice. I think especially of elderly people who might be taken in by this kind of scam and I find it all disappointing and disturbing. I would expect better from a supposedly caliber newspaper. My thanks to you all at the BBB. I am grateful for your service in addressing this and similar matters.

Business Response: Ms. ****** account was started on 3/30/13 for 26 weeks. The account expired on 9/23/13. Prior to the expiration date, The Bee mails out the first renewal notice, which states, "the paper will continue unless The Bee is notified otherwise." This first renewal is sent 4-5 prior to the expiration date to allow readers to call and cancel the service, change the delivery or make a payment. In this case, the first renewal was sent 8/22/13. The 2nd renewal with the same verbiage was sent 10/3/13. And, the 3rd renewal was sent 11/11/13 (same verbiage).

Since The Bee does not stop subscriptions on the expiration date, we allow a 90 grace period for our readers to renew the subscription. We do apologize for any inconvenience. The account for Heidi Lyss has been cleared of any past due balance as of today.

Please feel free to contact us at 916-650-2847 if you have any further questions or concerns.

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

1/8/2014 Billing/Collection Issues
12/31/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: No newspaper deliveries for 10 months at the **** **** **** Ct *** ***** XXXXX address. I cancelled the deliveries as we moved. I paid the invoice by credit card and left a credit balance when we moved. No papers were delivered after February 2013. The house in Elk Grove was under remodeling. Our neighbors, contractors and family can verify.

Desired Settlement: I refuse to pay for something I did not receive.

Business Response: Initial Business Response
Contact Name and Title: **** ********** Contact Phone: XXX-XXX-XXXX Contact Email: ***********@sacbee.com In reviewing Mr. ****'s account, his account was temporarily stopped on July 16, 2013 and then permanently stopped on October 10, 2013 with a current amount owing balance of $83.20 for 7-day delivery service. His last subscription payment was $21.25 on May 13, 2013. I note two delivery complaints on his account for no deliveries on January 6 and February 10 but no notes or complaints after that date. It's possible that The Bee made an error in stopping his subscription but our records don't show any specific information indicating a stop request. We are processing an adjustment on Mr. ****'s account of $83.20 to zero his account balance. I hope this resolves this matter for Mr. **** but please contact me if further discussion or follow-up is needed.

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

12/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Sacramento Bee employs deceptive practices by selling "52 week" subscriptions that last less than 52 weeks. I have been a long-time customer of the Sacramento Bee home delivery. Every year, I sign up for the "52 week" plan. I now know that the plain English of "52 weeks" doesn't mean 52 weeks to them. They feel that they should get paid a little extra for holiday delivery so they reduce the subscription period to help themselves out. Every November, I send them a check for a 52 week subscription. I've been doing it so long that their duration-skimming apparently exceeded some grace-period that I knew nothing about, so the paper stopped. Since it is their policy to send people things they didn't order in hopes of extorting payment later, they now claim that I owe them $66 for the papers that I already paid for. Oddly, when I called them about my missing papers, they didn't mention anything about any of this and just sold me a new subscription for $52 for 52 weeks. They still didn't mention that only to math-challenged journalists does 52 not equal 52. Fat chance I am going to be extorted by these slippery rascals.

Desired Settlement: I want the Bee to drop the request it has made of me to pay them for papers that should have been part of my 52 week subscription, to stop their deceptive practice of publishing a 52 week rate when they fully intend to deliver for fewer than 52 weeks for the agreed upon price and further I want the Bee to cease delivery of papers to customers who have not agreed to pay for them in advance.

Business Response: Initial Business Response
Customer has had a subscription for several years. The Bee's policy has not changed in the fact that we do not stop accounts automatically on the expiration date. About 4-5 weeks prior to the expiration date, The Bee mails out a first renewal notice with the statement, "your newspaper delivery will continue until The Bee is notified otherwise." We also send out a 2nd and a 3rd renewal before the paper is stopped after the 90 day grace period. The same language is on the 2nd and 3rd renewal notices. In this case, the subscription has been ongoing for more than 7 years. Each renewal payment from 2009 has come after the 3rd renewal notice. Since we have the grace period, the paper continued each time for the ***** residence without an interruption in service. We do apologize for any inconvenience. Currently, the account has been restarted on 12/4/13 for a promotional rate of $1.00/week for 52 weeks. It is not standard practice to offer this type of promotion. However, at this time, we are honoring this rate for ***** *****. Please feel free to contact our VIP team at XXX-XXX-XXXX if you have any further questions or concerns.

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

12/24/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Missing Sunday news papers. I haven't received my Sunday news paper for 3 weeks in a row starting November 9th, and didn't received today news paper, November 28th. I called the customer service so many times regarding the missing papers. All they can tell me is they will put in a complain and my paper will delivery to me within an hour a half but I never get anything. Whatever complain system they have is useless!! I'm tired of keep calling them every time and nothing get taken care of. I also asked to speak to the supervisor, they said they don't have any supervisor in house but assured me that the supervisor will call me back within 24 hours. Never get any call back and my problem still haven't resolved. No one there can give me a straight answer why my news paper gets stop all the sudden when I already paid for the whole year subscription in advance till April of 2014. I'm very disappoint of their services and the way they taken care of business.

Desired Settlement: Full refund for the whole year subscription that I paid.

Business Response: Initial Business Response
Contact Name and Title: **** ********** Contact Phone: XXX-XXX-XXXX Contact Email: ***********@sacbee.com In reviewing Ms. *****'s account, she has been receiving Sunday Bee delivery since July, 2012. Her last payment of $39.98 for a year of service was received on April 25, 2013. I note two complaints last month for no deliveries made on 11/17 and on Thanksgiving, 11/28 (all Sunday subscribers receive the holiday paper as part of their subscription). I'm sorry for Ms. *****'s recent service issues and in her difficulty in reaching us in November to voice her concerns to get the situation corrected. Per her request, we will stop her account and issue her a refund of $20.51. Based on her subscription rate of $39.98 annually, this refund represents more than half a year of subscription service. I'm sorry we've lost Ms. ***** as a current subscriber but I hope that she may re-consider in the future. Please contact me if this doesn't satisfactorily resolve this issue.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)

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

12/20/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: incessant "delivery of unordered newspapers" This started a few years ago with a free 18 month trial for a childs school contest door to door. I gave the child $20., and when the 18 months ceased, the free papers kept coming in. Sac Bee has no contract with me at this or any other address. I, and my husband, have contacted them and told them to cease sending their free newspapers which they apparently want to give away. I really have had it with them, as A. I don't like the Sacramento Bee, as they are a one sided liberal rag, and B. When I am not home, I don't want a newspaper sitting on my front porch or driveway showing every tom, dick, or harry that I'm not home, and C. I don't have extra money to throw down a rat-hole.

Desired Settlement: Stop delivery of this UNCONTRACTED FOR, AND UNSOLICITED NEWSPAPER at once!

Business Response: Initial Business Response
Contact Name and Title: **** ********** Contact Phone: XXX-XXX-XXXX Contact Email: ***********@sacbee.com In reviewing Ms. ********'s account information, she was a Bee subscriber early this past year. A permanent stop was entered on April 5, 2013 with refund payment to her of the remaining balance ($3.50) processed on April 22, 2013. Ms. ********, however, is also listed in our records as a subscriber to the Grapevine Independent Newspaper in Rancho Cordova. As a GVI subscriber, she receives the Sunday Bee as part of her subscription through a joint delivery agreement that The Bee has with the Grapevine Independent. Per Ms. ********'s request in this complaint I have stopped her Sunday Bee service that is associated with this subscription. I'm hopeful that this resolves this complaint. Please contact me as needed. Thank you.

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

12/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid for a full 1 year subscription with a legitimate promotion code which is not being honored. I'm now past due with no paper service. My paper has been stopped and I'm being told I'm past due. On 9/17/13 I wrote check #**** in the amount of $52. On the check I included the promotion code of RET035C (which I was given from one of their sales reps as a full 7 days a week, 1 year subscription). I started getting phone calls I was past due. When I initially talked with a billing rep, they explained that the account was past due at the time of payment (9/13) and the 1 year subscription would be retroactive starting on 6/13. I agreed that was correct. They confirmed that my subscription would only go through 6/14 because of that. Again I agreed. I am still receiving daily recorded phone calls telling me my subscription has expired when in fact it has not. Concerned that I might have been scammed with a false promotion code, I had them check to make sure it was legitimate and they confirmed it was. Several times I have called the billing department and spoken with reps only to receive different answers and promises that the supervisor will call me back. No one has ever called me back. I have made 2 calls in the past 3 days to try to get answers again. Now I am told they don't know what to do, that I am past due $64 and that I don't have a 1 year subscription through June 2014. My paper is now stopped and I am told I need to pay my balance.

Desired Settlement: I am simply asking that they honor this promotion code which extends my subscription to 6/14 as agreed upon and remove my past due amount before it gets sent to collections.

Business Response: Final Consumer Response
The Sacramento Bee has called me back and settled the problem by extending my subscription and removing the past due per my request.

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

12/5/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: delivering a paper after repeated requests to stop both by phone and email The Sacramento Bee is responsible for delivering the Vida en el valle newspaper to my home. i have requested a few times over the last 2 years i've occupied this property that the paper should no longer be delivered there. i've made repeated requests over the last 30 days by phone and email to stop delivery of this unwanted paper and as of today, 11/7/2013, it is still being delivered. It's a simple request and should easily be fixed. every customer rep i speak to says they'll get the problem solved but no one seems to be able to get it done

Desired Settlement: i want the paper NOT delivered to my home every week

Business Response: Initial Business Response
Contact Name and Title: **** ********** Contact Phone: XXX-XXX-XXXX Contact Email: ***********@sacbee.com I've reviewed Mr. ******'s account information. As he's stated he has requested not to receive Vida delivery on 3 recent occasions, beginning on October 7, 2013. His request was processed by our customer service staff, to include messages to the delivery person to stop delivery, so it appears that further communication with our distribution partner is required. Bee management is contacting the contracted distribution business owner directly to ensure the request is honored immediately. We're sorry for the difficulty we've encountered in honoring Mr. ******'s request.

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

11/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Sacramento Bee referred my newspaper subscription account to a collection agency for services that were not requested or initiated. We had a weekend newspaper subscription service with the Sacramento Bee that expired June 2013. Renewal invoices were sent in the mail to extend the services but we did not send them back with payment authorizing further services. They continued delivering the paper but we assumed that this was their usual practice to get us to resubscribe. We were never billed in the past for their decision to keep the delivery going even without our authorization. I call them today after having received a collection notice this weekend and spoke to ******. She explained that in order to cancel the services they require a phone call. I explained to her that this is not how we understood it and that our account had never been handled like this in the past. I made a payment to her over the phone in the amount of $45.38 and was told that a letter would be mailed out to me letting me know that the collection agency has been notified. My main complaint is that I was referred to the collection agency without mail or phone notification and had not clue that I had a delinquent account with them. Their practice in the past has always been to make solicitation calls to get you to resubscribe. The Account number is XXXXXXXX. I believe that the $45.38 is for a 3 month subscription for Friday, Saturday and Sunday service. Our service address is *** ****** ***** Drive., ****** CA. Payment was made with ****** at the Sacramento Bee today October 14 over the phone with my Visa for the amount of $45.38

Desired Settlement: If a refund of $45.38 is not possible I would like to see that their practices change for subscription renewal. I feel, just as with a magazine subscription, that services can't continue without the authorization of the subscriber.

Business Response: Initial Business Response
In reviewing *******'s subscription history, he has been an active subscriber with us since January, 2005, with the exception of a couple short time-frames. The Bee's policy has been consistent for many years in that subscriptions will continue unless we are notified by the customer to stop. Our renewal invoices indicate this practice. In addition, we provide a grace period to ensure our customers don't have lapse in service due to a delay in receiving renewal payments. *******'s introductory $2 weekly rate expire on 6/1 and so his service continued until 8/30/13 at our ongoing regular rate of $3.50 weekly. To help resolve this, we will provide a credit of $1.50 weekly, $19.50 in total which represents a partial refund on the $45.38 payment ******* had made. Please let me know if this is acceptable.

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

10/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I asked ********* in billing to discontinue my subscription. Instead, I was billed for another billing period. *********, a representative from the billing department called me, on or about, Sept. 29th. She advised that I had an outstanding balance of approximately $8.31, that she was unable to process with the credit card on file. I then asked her to immediately cancel my subscription. She agreed to cancel and advised that an invoice would be mailed for the remaining balance of $8.31. The next day, there was an automatic, monthly recurring charge of $21 that was processed from the Sacramento Bee via my credit card. I continued to receive daily newspapers. I have called and email the Sacramento Bee and their billing department for the past three days and have received no return calls. There was a reply to one email, stating that there was no record of my request to cancel the service on Sept. 29th, however they would process the cancellation, effective Oct. 10th. In addition, they also stated they would provide a refund in the amount of $8.31. What about the $21 that was charged my credit card? I have been unable to reach anyone at the Sacramento Bee, by telephone, as calls terminally are routed to voice mail. I am asking the Better Business Bureau to motivate the Sacramento Bee to call me and explain the disposition of the $21 charge. Thank you.

Desired Settlement: I am asking the Better Business Bureau to motivate the Sacramento Bee to call me and explain the disposition of the $21 charge.

Business Response: Initial Business Response
******* was paying $4.25 weekly (excl. tax) for his Bee subscription which expired on 9/19. His $21.25 payment on 9/30 was processed which payed for an arrears portion from 9/19-9/30, and then extended his expiration date to 10/24. His subscription was stopped on 10/11 and so was refunded the balance of $8.31 (13 days). Per his comments in the complaint however, he had requested to be stopped on 9/30/13. To honor this request, we are processing an additional refund of $7.21 ($6.68 plus tax). This total refunded amount is $15.52 which is the majority of your last credit card payment of $21.25. I spoke with ******* by telephone on 10/16 and he acceptable to this resolution.

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

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ON 4/27/13 sent in payment for weekend plus renewal thru 5/13. received phone message from Sac Bee asking about payment sent 1st week in 5/13. Left message asking them to continue delivery for next renewal period 5/13-8/13. No response, paper delivery stopped. Renewal letters continued. My rabbit died so need for delivery stopped.I was not going to renew so I did not respond. Paper was delivered every day for a week end of July, 2013 which I did not ask for. I did not read or use, so recycled those papers. I returned one of the renewal letters asking them to stop sending them & I was not renewing. I then get a letter from J,M&C Collection Agency asking for $45.98 for a renewal. I didnot get of weekend plus. (9/16/13) letter received. This is Fraud. This is very bad customer service. I was a customer for a year. Why did you stop delivering my weekend plus in May? What was that week of papers for in July? To entice me?

Desired Settlement: Even though I did not pay for it on even use it/read it, I will pay for the week of newpapers they sent end of July or they can send me the weekend pus for 10 weeks instead of 13 and I will pay the $45.98 or close out bill. I will not pay for something I did not get delivered. I pay my bills!

Business Response: Initial Business Response
In reviewing *******'s account, we received a payment of $47.24 from her (plus a $5 tip to the carrier) which was posted to her subscription account on May 1. This payment made her account current through May 5. Per her comments she wanted to continue her subscription for another 3 months. According to our records, her subscription was not stopped until August 3 when she became 90 days past due. Since ******* indicated she didn't receive any deliveries until the end of July, it appears that her carrier wasn't making deliveries. However, we don't have any complaint calls from her indicating as such so could not follow-up and rectify the situation. To resolve this, we will credit her subscription account for the full amount owing based on the service issues she communicated in this BBB complaint. We hope to have Kristen back as a subscriber someday and we hope this gesture gives her thought in renewing with us.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.) I am very happy with getting full credit since I had not received the papers. The timing was coincidental for me not wanting renewal and paper deliverer stopping, I guess. If I order again will someone else deliver it then who does not just stop it like that? I would be very interested in the special going on for just the Sunday paper. I have always enjoyed that paper. Send me the deal and I will sign up. Thanks again and in future could you contact me by phone/ leave message before sending bill to collector and I will call you if paper ever stops coming. Thanks again!!!!

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

10/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Refusel to give credit for undelivered newspapers I requested a three week vacation hold on our newspaper. The Bee customer service representative informed me that the Bee has changed it's policy and will not give me credit for undelivered newspapers. They gave me the other option of having the undelivered old newspapers delivered upon my return. Those papers a useless. or donating them to charity. The Bee is cheating people. Charging people for newspapers not received or wanted.

Desired Settlement: The Sacramento Bee needs to stop cheating subscribers and return to a more honest policy of crediting subscribers for newspapers not received during vacation holds.

Business Response: Initial Business Response
Mr. ****** has been a subscriber for many years. In the past, customers were able to have the vacation credit extend out their expiration date. In October 2013, our vacation policy changed due to a change in our subscriptions. All subscriptions now include unlimited access to our digital access. This includes unlimited access to sacbee.com, e-Edition, and iPad apps using a PC, laptop, iPad, iPhone, Android or any other tablets. With access, our customers are able to read the paper wherever they go. With the change in our digital and print subscriptions, customers have 3 options when going on vacation. 1. Read the paper digitally 2. Stop the paper and donate the credit from their vacation to go to our local school program. 3. Have the papers held and delivered upon their return. Mr. ******'s account includes unlimited digital access. Mr. ****** spoke with our Customer Service representative on 9/3/13. The agent honored the one time vacation credit and explained the new options. Moving forward, the new policy does not allow for a credit extension while on vacation. The digital access information is also notated on the renewal notices. If a customer truly has no online access, there is an option to 'opt out' of the digital access. Currently, Mr. ****** has a temp stop for 9/9/13 - restarting 9/30/13. Please let me know if you have any further questions or concerns. Our VIP team is also available and can be reached at XXX-XXX-XXXX.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.) 1. I do not have the ability to read the paper on line while away. 2. I was not told about an "opt out" option or what that means. 3. Having a fourth option to take a credit for undelivered and unread papers is a fair and honest way for the Bee to treat subscribers who don't have use or access to all of the new technologies of today. Especially seniors and the economically disadvantaged.

Final Business Response
Thank you for the feedback regarding the vacation credit elimination policy. Mr. ******'s account has been changed to a print only subscription without the digital access and digital fee. However, the policy has not changed on the vacation credit elimination process. The Bee has made 1 modification to the vacation stop process. If a customer is away for more than 21 days, then the account can be extended starting on the 22nd day of the vacation. Like other businesses (ie: cable, sateliite), the monthly service fee is still charged when a customer is away for a few days or weeks. We do thank you for your feedback and we are communicating this feedback with our management team. Please feel free to contact our VIP team at XXX-XXX-XXXX if you have nay further questions or concerns.

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

10/21/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sacramento Bee delivers Essential Shopper and Vida En El Vallee publications to my home although I have instructed Sacramento Bee to stop. Sacramento Bee continues to deliver Essential Shopper and Vida En El Vallee publications to my home. I did not subscribe to either of those publications and do not want them. Sacramento Bee continues to ignore my instructions to STOP. Sacramento Bee delivers those publications as a sales tactic to elicit subscriptions to the Sacramento Bee. I do not subscribe to the Bee, Essential Shopper or Vida En El Vallee and I do not want them. Sacramento Bee must STOP delivering them to my residence.

Desired Settlement: Stop delivering items to which I do not subscribe and which I do not want!

Business Response: Initial Business Response
This address was sent to the distributor and the regional manager for follow up on 9/24/13. As of today 10/9/13, the distributor responded and confirmed all deliveries have been stopped at this location. We sincerely apologize for the inconvenience. If you have any further questions or concerns, please feel free to contact our VIP team at XXX-XXX-XXXX.

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

9/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I never signed up for the delivery of Sacramento Bee. Sacramento bee and Collections agency are contacting me to collect Received a call from Sacramento Bee in regards to outstanding amount of $60 + for the delivery of Sacramento Bee. I never signed up for the newspaper delivery of Sacramento bee to my address. I spoke to Sierra when she tried to call and collect on the balance I informed her that I never signed up neither subscribed to them how come they have my information. She said my account will be notated and escalated to supervisor who said will be calling back he never did. Now receiving repeating phone calls up to several times per day about this from collection agency (violating fair debt collection practices act Section 806. "Harassment or abuse" by calling multiple times in a day)informed them I never signed up or subscribed, was told that account will be notated and to contact Sacramento Bee. Spoke to another representative, now collection attempts are continuing.

Desired Settlement: Stop collection attempts or show proof of subscripton. Never dealt with this newspaper before and will never deal with for its fraudulent subscription practices.

Business Response: Initial Business Response
Customer's account was started 11/10/12 through one of our online sales vendors Partner/Airmiles). The subscription was started and paid for 26 weeks through this AirMiles program. This was not a solicitation call. This has to be done online by the customer or someone in the household. The account expired on 4/29/13. I understand Mr. ********** did not want to continue the delivery. However, The Bee does not stop subscriptions automatically unless we hear from the customer. In this case, I understand he never wanted the paper. Our records do not show any complaints or messages to indicate the paper should not have been delivered during this time. I apologize for any confusion. I tried to contact the ********** residence, but received voicemail. Mr. **********'s account has been cleared of any balance as of 9/16/13. There will be no further calls or notifications of a past amount due. I am very sorry for the inconvenience and the frustration. The account has been cleared and this does not reflect negatively on any credit report. Please feel free to contact our VIP team at XXX-XXX-XXXX if you have any further questions or concerns.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.) Thank you for clearing up the issue

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

9/6/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: 8 out of the last 14 days, my newspaper has not been delivered on time. The Sacramento Bee is supposed to be delivered by 0630am Mon-Sat and by 0700 on Sunday. 8 out of the last 14 days it has been late, anywhere from 30 minutes to a couple hours. Two of the eight days that a paper was delivered on time, I received the San Francisco Chronicle instead of the Sacramento Bee. I have never been given an explanation of why the paper is late. I usually receive a paper, but I want my paper delivered on time. I don't care to get my morning paper in the afternoon.

Desired Settlement: I would like the paper delivered on time, or an explanation of why it is late.

Business Response: Business' Initial Response
Mr. ******'s complaint has been given to the Regional Manager and the distributor to resolve. Mr. ****** has been a customer since 12/9/12 and we do value his readership and loyalty as a Bee reader. The feedback I received from the distributor states, "Late July we had to replace the carrier. We have had 3 carriers (going on 4) since then. I will add them to our service checks and we are in the midst of training a new carrier. I will inform the carrier about the sensitivity and importance of this address." I understand this is not an excuse and we do not condone the late deliveries. Please know that we are working with this distributor to get the service resolved. Please let me know if you have any further questions or concerns.

Consumer's Final Response
(The consumer indicated he/she ACCEPTED the response from the business.) My paper has been delivered promptly for the last 12 days. Thank you. Until the BBB got involved the Sacramento Bee's customer service was terrible. Daily complaints made no change to the service. Never was there an explanation of why the paper was late, even though I always asked.

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

8/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Will not place me on the do not call list I receive repeated calls from Bee sales contractor. Sometimes 2x a day. I have asked that I be placed on the "Do Not Call" list. The rep tells me to hold and that he/she will transfer me to the person who does that. Then I hear a recording to leave my name/number after the tone..... but there is never a tone!!!!!!!! The number the call is from is XXX-XXX-XXXX. I tried to call this number but I get the "the number you have called in not in service at this time." Nice marketing practice.

Desired Settlement: PLEASE put me on the do not call list. Never contact me about anything - either by phone, mail, email, etc. I've never seen a company with the questionable marketing tactics you employ. You should require your subcontractor agents to take do not call information directly and not transfer to a machine.

Business Response: Business' Initial Response
Customer has had an account with The Bee off and on for several years. Recently, the account was stopped on 7/17/13. The calls Mr. ******* received are a standard practice to win back our customers. I understand Mr. ******* does not want to be called, emailed or mailed any future promotional offers. The phone number has been added to our do not call list. The email has been added to our do not email list. And, the home delivery address has been added to our do not mail list. This information has also been given to the Sales Manager to ensure Mr. ******* is not contacted. If you have any further questions or concerns, please feel free to contact our VIP team at XXX-XXX-XXXX.

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

8/6/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Canceled Subscription Sent to Collection In early October 2012, I ordered a 52-week, weekend only subscription to The Sacramento Bee. The delivery started one week after, and was received in a timely manner without complaint. The $52.00 subscription was paid online with a debit card, with charges posting on 10/20/2012. Because of my extensive work travel, I decided I would not renew it at expiration. However, a few weeks before that time, I began receiving renewal notices from the Bee. I ignored the first one. A second renewal notice arrived a few weeks later. This time my response was written clearly on the invoice: PLEASE DO NOT RENEW!, and I mailed it in. Then the phone calls started. I explained to the CSR of my work travel and do not wish to renew. Then came the hard sell. I simply stated: No, Thank You - and terminated the call. Two more notices arrived in as many weeks, and I responded in the same manner previously. One phone call and four stamps later, I received an email asking for my to come back. Wow. These people just don't give up! All that time, the papers kept coming. Today, I received a Collection Letter from a firm contracted by the Bee for $32.92. It states that they have asked the Bee to bring this to my attention. Well, they have it!!! I paid for, and received my subscription as described. The Sacramento Bee repeatedly asked for renewal. I repeatedly declined. It is no fault other than their own for the continued delivery; if this is the amount they are asking for. The dispatch of a collection letter has to be the most pompous and ostentatious move I have ever experienced.

Desired Settlement: 1. Withdrawal of the collection matter. 2. Written proof of withdrawal. 3. Removal of my name from their call list.

Business Response: Business' Initial Response
Customer started a subscription on 10/19/12. Mr. ******* paid $52.00 for 26 weeks. The start may have been processed incorrectly, since Mr. ******* states the offer should have been for 52 weeks. The offer on the account was $2.00/week for 26 weeks for a total of $52.00. This would explain why Mr. ******* was sent renewal notices so early and the account showed an amount past due. Typically, a renewal notice is sent 4-5 weeks prior to the expiration date. All of our renewal notice state that the paper will continue automatically unless the The Bee is notified otherwise. In this case, Mr. ******* states he wrote in to stop the paper. We do apologize for the confusion on the account. As of 7/31/13, Mr. *******'s account is at a zero balance. He will not be receiving any further notifications regarding his account. JMC has been notified that the account is cleared. And, both phone numbers have been placed on our do not call list as of 8/1/13. Please let us know if you have any further questions or concerns.

Consumer's Final Response
(The consumer indicated he/she ACCEPTED the response from the business.) This is the favorable response I was requesting. Because I didn't open the first renewal letter, I was unaware of the continued delivery policy. If the renewal letter was rewritten to state delivery would be stopped entirely, and uphold it as a standard, the amount of incensed people would drop. Thank you both for this resolve.

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

8/5/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I seriously need your assistance in a matter concerning a subscription to Sacramento Bee in which the prison I'm in collects the funds of each inmate. My issue is that I paid $19.80for a subscription to Sacramento Bee in November for December 2012. On Dec. 2012 there was a beach of contract as follows: On Dec. 2012 I did not receive the papers the beginning of the month. From the 1st thru approx. 15th and then they were hitting and missing and then they were throughout the month.

Business Response: Business' Initial Response
Unfortunately, we are unable to pull up an account under the name ****** ******. Also, the PO BOX address does not show this customer with an old or current account. We are unable to make contact with the customer since there is no phone number or email address to send communication. If there is any additional information, we would be more than happy to track down the account and resolve the issue. Please let me know if you have any further questions or concerns.

Consumer's Final Response
I am sending you more information in regards to my purchases of the Sacramento Bee and the difficulties the facility was going through to received them Enclosed: change in process of inmates purchase newspaper subscriptions via canteen account statements of general purchases Thank you for your prompt service

Business' Final Response
Although the Bee does provide prison subscriptions throughout its delivery area, this customer does not have a subscription account directly with The Bee. It's possible that the contracted deliverer of The Bee in the Vacaville area had a unique arrangement with the prison where Mr. ****** is. We've requested this possible information from our delivery contractor. Once received we will look to provide a resolution acceptable to Mr. ******.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was offered a 52/week subscription for $19.99 called Sundays Plus. I paid for this in January 2013 and they now say it expires Aug. 8, 2013. I forwarded my invoice and check copy to the Bee customer service department showing them that I paid for 52 weeks @.38 cents a week for $19.99. I was told that I was now being charged a $1.00 premium for 9 special editions and a $3.95 activation fee that comes out of the $19.99 which means I really only purchased $7.04 or 18 and half weeks of the paper. A far cry from the 52 weeks promised in the advertisement and on the invoice- I did find the fine print where they say these special editions are not included in the subscription price and they will adjust it accordingly-you do not have a choice of not wanting these special editions (most of which do not fall on a Sunday-and all I wanted was the Sunday paper). Why not just say 52 weeks with special editions for $28.99 (the 19.99 + $9.00). Every email I received from their customer service department either had a new charge or different dates of start and end times. Nothing makes sense. And if you call them, good luck- last lady I talked to was overseas.

Desired Settlement: 52 weeks of the Sunday paper for the paid $19.99 as advertised.

Business Response: Business' Initial Response
Ms. **** contacted our Customer Service department by email. Through the email correspondences, the account was resolved. I contacted Ms. **** by phone to confirm this was resolved. She said it has been resolved as of 7/16/13. Please let me know if you have any further questions or concerns.

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

8/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Will not stop billing and calling I have tried to cancel my subscription to The Sacramento Bee in the past and again recently. A high school student sold me the paper. After I did not want to receive it any more I cancelled my subscription and payed what I thought would be the final bill. I am now on vacation receiving calls from them again when I explicitly asked to be cancelled and not called again.

Desired Settlement: I do not want to continue having renewed subscriptions and want my account cancelled and to no longer receive any phone calls.

Business Response: Business' Initial Response
Mr. ******* started a subscription back on 8/12/12. The rate was for 10 weeks on the weekend only delivery. The account expired 10/20/12. Prior to the expiration date, The Bee mailed out a renewal notice (9/17/12). Since we do not stop subscriptions automatically, we allow a 90 grace period for our customers to renew their account. The Bee send out 2 additional renewal notices 11/1/12 & 12/6/12. After the grace period, the account was stopped on 1/18/13. All promotions pieces and all renewal notice state the paper will continue automatically unless The Bee is notified otherwise. On 1/18/12, the paper was stopped and a final payment was made for $45.98. Then on 1/28/13, The Bee received a payment of $15.65 along with a $3.00 tip to the carrier. This payment restarted the account and the updated the expiration date to 3/23/13. Again, the papers continued. The Bee sent our a first renewal notice on 2/25/13, 4/4/13 & 5/9/13. The paper was stopped on 6/21/13. On 7/17/13 a final payment of $29.65 was posted on the account to clear the balance. This account is at a zero balance. Mr. ******* should not receive any further notifications. The phone number on the account has been added to our DNC (do not call) list. Mr. ******* should not be receiving any phone calls moving forward. Please let me know if you have any further questions to concerns.

Consumer's Final Response
(The consumer indicated he/she ACCEPTED the response from the business.)

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

7/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The enclosed letter by me to the collection company of Joseph Mann & Creed pretty well spells out my problem with the Sacramento Bee. In short the Sacramento Bee is trying to make me pay for the newspapers they fraudulently continued to deliver to my address AFTER my subscription had expired.

Desired Settlement: Please review the enclosed documents and see if yo can stop the Sacramento Bee from harassing me.

Business Response: Business' Initial Response
Mr. ********* started an account on 3/13/12 for 52 weeks. The payment was made for $52.00. On 1/13/13, The Bee mailed an automatic renewal notice. Our policy is to notify customers in advance (prior to their expiration date) with the statement, "the paper will continue automatically at the regular rate unless The Bee is notified otherwise." After the first renewal notice, we send a 2nd and 3rd notice with the same information. In this case, the 2nd renewal was sent on 3/18/13 and the 3rd renewal notice was send on 4/22/13. Since we did not receive a call to stop the service, the paper continued through the 90 day grace period. I understand Mr. ********* does not agree with the policy. Our records indicate Mr. ********* has been a customer off and on for over 8 years. The policy has remained throughout that time frame. However, as a valued longtime customer, this account has been cleared of any balance owing as of 7/6/13. The JMC company has also been notified of the zero balance on the account. There will be no further letters or calls regarding an overdue balance. In the future, please note that subscriptions do not stop automatically unless The Bee is notified. Please let me know if you have any further questions or concerns.

Business' Final Response
(The consumer indicated he/she ACCEPTED the response from the business.) I think that the Sacramento Bee acted responsibly in this matter. I want to thank the people at the Sacramento Bee for resolving this complaint to my satisfaction. I also want to thank the people at the Sacramento BBB for their gracious help. ***** ********* ******@pacbell.net

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

7/5/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Paper hit side door window and cracked it. Devlivory person denies it. I heard it hit and saw the crack when I got the paper right in front of window Delivery date June 13th Repair is $275.00

Desired Settlement: would like payment of repair.

Business Response: Business' Initial Response
Customer called 6/13/13 to report Property Damage. This was registered by our Customer Service Department. The representative also sent the complaint and a message to the Distributor in this area. Since The Bee contracts out the delivery to a Distributor, it is the responsibility of the distributor to follow up on the complaint. The notes on the account indicate the carrier informed the customer that he/she did not break the window. This complaint has been given to the distributor, Landmark Distributions. They are not employees of The Bee. This is the distributor's own business. Please feel free to contact us if you have any further questions or concerns.

Consumer's Final Response
In 40 years that panel has been hit 3 times by the Bee the carrier accepted responsibility the first 2 times. The last time in 1999. I was disappointed that the distrbuter didn't even send someone out to look at the crack as it was at the base of window and probably wasn't visable from a distance. Maybe the BBB could add the distruber to my clain.

Business' Final Response
This account was referred to the distributor, Landmark Distribution. As of 7/2/13, we have been notified that the distributor has paid for the repairs. Ms. ******* has also cancelled her account as of 6/20/13. A refund will be generated this Friday 7/5/13. Please let me know if you have any further questions or concerns.

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

6/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have sent proof of payment by fax several times, called and also sent proof to the lawyers firm where account was sent for collections. I signed up for sacbee subscription for a year & paid in advance. It had expired & my daughter bought me a living social deal for another year. We went to the website & filled out subscription info & paper came. I assumed paper was still coming because I had resigned up for it. Months later (3-4), I received a bill stating I was past due & paper stopped coming. I phoned them to fix the error. The woman said ok no problem please fax me your voucher again & I will take care of it. I did that day. From then on approx 5-6 months now I receive 2-4 phone calls a day from them at all hours, which I feel is completely excessive and ridiculous. I gave up answering because at first I answered them all to try to explain & they say sorry we wont call back & a new number starts calling. I received a bill from a lawyers office approx in Feb 2013 to which I responded with a letter & all the proof I had that I paid & did not get a response from them at all. Every time I call I get an apology & they tell me they have noted on my account its paid for. Yet the phone calls persist. And nothing has been noted. At this point I am so angry & bitter I ever signed up with them. It has been disruptive and time consuming and I am getting nowhere. The amount of calls verge on harassment. Its disruptive at work and uncalled for.

Desired Settlement: I am seeking a bill said paid in full and for phone calls to completely stop.

Business Response: Business' Initial Response
The address on this account does not match a delivery address under ****** ******. I have sent an email to Ms. ****** inquiring on the delivery address in question. I would be more than happy to help get this resolved once we get this information. There was no phone number on this case to contact Ms. ******, but our hope is the email address will be a sufficient way to contact her. Please let us know if you have any questions or concerns.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) The only reason I am checking no at this time is that to my knowledge I did not respond to the Bee in email. I have never received an email from them yet...ever. And as of yesterday are still receiving the bill collecting phone calls. So although I am happy to see in writing the 0 balance on the BBB website. I would like to see it in a hard copy sent to my home ( **** **** Ave *** Sacramento, CA XXXXX) And I would like my number taken off their call list and any call list that they farm it out to for collection and subscriptions.

Business' Final Response
Ms. ******'s account is at a zero balance. Ms. ****** was emailed a few weeks back regarding this case. She responded directly to The Bee. Unfortunately, the account was not resolved during my absence. As of today 6/12/13, the account has been updated to a zero balance and an email is being sent to Ms. ****** as verification. Please feel free to contact our VIP team at XXX-XXX-XXXX if you have any further questions or concerns.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Sacramento Bee randomly charges people who don't renew subscription, and uses a collector to ask me to pay a bill they cannot tell me why I have. I received a letter from JMC, a collection agency, on June 8, 2013. The letter says that I own Sacramento Bee $24.96, but I don't know why. The Sacramento Bee called me three times after I didn't renew my newspaper subscription. First time, a male agent told me that I had about $19 balance due in my account, and I asked him why I had that balance since I didn't renew my subscription this year. That agent didn't answer my question, and he just hang up. Second time, a female agent called me and told me that they had a subscription offer about $25 with a free gift card. I told her I didn't want to subscribe, and then she told me that I needed to pay that amount. Therefore, I asked her why I needed to pay it, but she couldn't tell me why and then just hang up. Third time, another male agent called me and asked me if I paid the bill. Then I asked him why I needed to pay the bill since I didn't renew my subscription. He didn't answer my question, just said, "OK", and then hang up. From these three calls, the Sacramento Bee cannot tell me why I need to pay the bill, and then they just use the debt collector to ask me pay the bill. Besides, the Sacramento Bee seems to randomly charge people who don't renew newspaper subscription. The first agent told me that my balance due is about $19, but the second one said it's about $25. Moreover, my girlfriend got the same letter from JMC two weeks ago. The letter says she owns the Sacramento Bee $19.20, but mine is $24.96. We subscribed the newspaper at the same time, and we both didn't renew the subscription this year. She filed the complaint through Better Business Bureau's website about two weeks ago, but she hasn't received the Sacramento Bee's reply yet. The thing that I feel so disappointed and concern about is that the Sacramento Bee sends my personal information to the debt collector because people usually don't want to deal with them. Sacramento Bee cannot tell me why I need to pay it and uses the collector to ask me to pay the bill afterward. Right now, I am going to need to verify the debt in case it's fake, and try to get the answer from the collector. The Sacramento bee just gives me so much trouble due to their poor customer service.

Desired Settlement: Don't ask me to pay the bill that the Sacramento Bee cannot tell me why I have. No more calls from the Sacramento Bee because their calls just waste my time due to the poor customer service.

Business Response: Business' Initial Response
Customer started the Sunday only delivery on 1/30/11. This was a Groupon offer for 52 weeks. The payment was posted and the account was paid until 1/27/12. Since we do not automatically stop subscriptions, the delivery continued on a grace period. The first renewal notice was sent on 12/24/12. We send the renewal notice in advance with the statement, "The paper will continue automatically unless the Bee is notified otherwise." There were a total of 3 renewals (12/24/12, 2/8/13 & 3/18/13) sent out before the paper was stopped on 4/27/13. We understand the ** residence did not plan on continuing the paper. We apologize for any confusion on the initial start of the subscription. We will honor the request to clear the balance on the account. However, in the future, please note that all accounts receive a grace period for there renewal payments. The account does not stop automatically unless The Bee is notified. All collection efforts will be stopped and the account will be cleared to a zero balance within 24 hours. Please feel free to contact us if you have any further questions or concerns.

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

6/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bad service. I had a boy come to my home with his father selling the Sacramento Bee Newspapers. I agreed to a one-time payment for 10 weeks at $42.50. I asked if I needed to cancel with the Bee, he said no because it was a one-time payment. I received a call on 6/14/13 from (XXX)XXX-XXXX, ****** She said I was past due on my account. I told her I paid a one-time payment. She said if I didn't give her my credit card number or bank account information she was going to send me to collections. I told her I wanted to see a statement. She said she sent 3. I have not received any statements from the Sacramento Bee. I told ***** this she began to argue with me. Then told me again to give her my credit card information or bank account information. I said I would not give her my personal information. ***** never told me the amount that was owed. It felt like a scam. I called the SacBee 6/17/13 spoke to *** employee number ***** Told him what happened. He told me I owed $60. He said he would credit the account $30. I told him to CANCEL my account and I did not want to deal with them again. I told him I would pay online. I tried to pay online but it said to contact customer service. I tried to email customer service. I got a reply of "Thank you. Your request has been received." No response.

Desired Settlement: Send me a statement so I can see the changes they are charging me for. I want the SacBee to cancel my account, which I never agreed to and never contact me.

Business Response: Business' Initial Response
Customer started the subscription on 1/12/13. Customer paid $42.50 for 10 weeks of everyday delivery. After the 10 weeks, the paper continued. Since The Bee does not stop subscriptions automatically, the paper continues on a grace period allowing customers time to send in the next payment. The Bee sends a renewal bill out 4-5 weeks in advance. In this case, the first renewal was sent on 2/11/13. All renewal notices, sales orders, email notifications and online information states, "the paper will continue automatically at the regular rate unless The Bee is notified otherwise." After the first renewal notice prior to the expiration date, we send 2 more renewals (3/25/13 & 5/2/13). As of 6/12/13, the account was stopped with an amount owing of $60.56. This was from the expiration date of 3/14/13-6/12/13. As of 6/18/13, Ms. ***'s account has been cleared of half the balance by a Customer Service Representative. There is also a notation that Ms. *** tried to pay the remaining balance, however our system did not process it. I called Ms. *** today, 6/18/13, to discuss the problem with the payment on our end. I left my information to contact me back directly. I have also sent her an email to try to resolve this for her as soon as possible. The information provided on the collection call has been given to our Sales & Retention Manager who oversees this collector. I apologize for the treatment on the call and for the problems Ms. *** has experienced with her account. I have placed Ms. ***'s phone number on our do not call list as of today. Please feel free to contact my VIP team at XXX-XXX-XXXX if you have any further questions or concerns.

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

6/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Cannot get Sac Bee to leave us alone after discontinuing subscription. We discontinued our Sac Bee subscription June 7th. Every day since we get at least one call trying to get us to renew. We've told the caller everyday this past week we no longer wish to subscribe but the calls keep coming. Please advise on how we can stop the harassment.

Desired Settlement: Stop calling us about renewing the subscription.

Business Response: Business' Initial Response
As of today, Friday 6/14/13 at 8:50am, Mr. *****'s phone number has been placed on the do not call list for The Sacramento Bee. Our Sales Manager has a process in place to have a vendor call former customers to offer a subscription and restart the paper. As Mr. ***** states in this complaint, the calling will be stopped as soon as possible. The Sales Manager has been notified and all vendors will be asked to eliminate the phone number listed on Mr. *****'s account, XXX-XXX-XXXX. If there are any other numbers in the household that are being called, we ask that Mr. ***** inform our VIP team at XXX-XXX-XXXX. We will add those numbers to the do not call list as well. Please allow a 24 hour timeframe to allow notification to all vendors. Please let us know if there are any further questions or concerns.

Consumer's Final Response
Thank you for getting through to them. ******

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

6/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 1-14-13, I cancelled my newspaper for poor service as soon as my subscription expired (Feb.7, 2013). I've been charged for continued service. On Dec. 29,2012, I did not get my Friday paper. I called into the Sac Bee and complained at 7:05AM. At 1:00 PM on 12-29-12, still no paper and never received my Friday issue. On 12-31,2012, I called to complain to the driver's supervisor ******* ******* of my non delivery and left THREE separate messages at his given number (XXX-XXX-XXXX) on Monday 12-31, 2012, Wednesday Jan 2, 2013 & Friday Jan 4, 2013. NEVER RECEIVED A CALL BACK. On Jan. 14, 2013, after never receiving a call back, I called the Sac Bee to cancel my home newspaper delivery. I was told that my original subscription expired on Fe. 4, 2013 but because of past delivery problems my expiration was extended to Feb, 7, 2013. After Feb. 7, 2013, I continued to receive my paper delivery. I contacted Sac Bee again at XXX-XXX-XXXX and told the circulation department that I had cancelled my subscription effective 2-7-13 and was still getting my delivery. The female (name unknown) told me she would pass this information to circulationon. I received a letter from Sac Bee by ***** ****** (Vice President of Audience Development)dated 2-7-13 stating that "You are receiving this letter because we were unable to process your payment using the information on file". I immediately called Sac Bee and was transfered to ***** ******'s voice mail. I left a message stating that I had CANCELLED my subscription for poor delivery service, poor customer service and failure for the route manager to call me back. On March 5, 2013, I received a bill dated X-XX-XX for $26.42. On March 6, 2013, I called and talked with ***** (employee # ***** in the Philippines. ***** contacted his supervisor named ******. ****** apologized and told me she would clear the charge and cancel my subscription. I also sent an email to Sac Bee of my cancelation and why I was still receiving the Sacramento Bee newspaper after REPEATED cancellations. The next day on March 6, 2013, I received an email from Sacramento Bee by ****/#50131011 (Interactive Service Representative). She stated in her text that she was "Sorry to hear that you would like to stop delivery...at this time, we show that the outstanding balance on your account is $26.42 for the papers delivered from Feb.4, 2013 to March 6, 2013. On March 20, 2013, I called Sac Bee again and talked to **** who said he would clear the billing error and cancel my subscription. Again, this was not done. Since then, I've been receiving phone calls, a bill from a collection agency (Joseph, Mann & Creed account # *******) dated April 16, 2013 stating that they (JMC) are attempting to collect the $26.42. On May 3, 2013 at approx. 9:00 AM, I received a cell phone call from ***** in Las Vegas, NV stating that they (Sac Bee) will drop the $26.42 fee if I would start my weekend subscription again!!!!! The nerve of Sacramento Bee to bribe, harass and harass me into paying for an error by their incompetent employees. What does it take to get the Sacramento Bee customer service, billing, circulation, Development and Interactive departments all on the same note that I've CANCELED my subscription that expired on. Feb. 7, 2013. Now, I'm getting harassing phone calls and letters for a service that I've cancelled on X-XX-XXXX BEFORE my subscription expired. I will never do business with Sacramento Bee's newspaper or anything to do with McClatchy! Please advise Can BBB get

Desired Settlement: Discontinue phone calls and letters by both Sacramento Bee & their collection agency (Joseph, Mann & Creed) on the charge of $26.42. This so-called charge was made by Sacramento Bee's careless, incompetent and unknowing employees who were notified weeks BEFORE my subscription had expired. I do not owe $26.42 for delivery service that continue after my cancelation notification. I even contacted Sacramento Bee of their continued delivery yet nothing had been done except to continue to bill me for their error!

Business Response: Business' Initial Response
Mr. ********'s account was adjusted back on 4/22/13. The account was stopped on 3/7/13 for poor service. At the time of the stop, the account should have been cleared of any amount past due. Our records show Mr. ******** contacted our Cuatomer Service Department on 4/22/13 claiming this wsa his third attempt to have the paper stopped. The representative stopped the service and cleared the balance showing at the time. Mr. ******** should not be receiving any call or letters indicating there is an amount past due. We aplogize for any inconvenience. Please feel free to let us know if you have any further questions or concerns.

Consumer's Final Response
As of today, Tuesday, May 28, 2013, I received a phone call from a business named IMPACT SALES SOLUTIONS on behalf of the Sacramento Bee newspaper. At approx. 9:39AM (PST), I received this phone call on my cell phone from whom I believe stated her name as *****. She stated that she works for Impact Sales Solutions and is "CONTRACTED by the Sacramento Bee". I asked what was the purpose of her call. She stated that on behalf of the Sacramento Bee, she was calling to sign up new subscribers for the Sacramento Bee newspaper. Impact Sales Solutions is out of Toledo, Ohio and the phone number is 888-576-0079. I DO NOT WANT ANY FURTHER CALLS FROM THE SACRAMENTO BEE or their contracted partners. Even after my numerous complaints to the Scaramento Bee, I still continue to receive harassing phone calls (either for their false bill, my past newspaper deliveries or to sign up for a new subscription). Please include this comment along with my initial complaint. Thank you, **** ********

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

6/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Sacramento Bee uses a debt collector to ask me pay a balance due that I don't know why I have and even they cannot tell me why. I got a letter from the debt collector, JMC says I have a balance due: $19.20 from the Sacramento bee, but I have no idea why I have that balance since my subscription already ended. Before the letter, The Sacramento Bee only called me three times before and in the phone calls, 2 of the calls only asked me if I want to renew, but I said no and they hung up. One of the call ask me if I want to pay my balance out of blue, because I didn't renew my subscription, I asked him why I had that balance. He didn't answer my question, and then hung up. Right now the Sacramento Bee just uses the debt collector to force me pay the balance that I don't know. They just get me more trouble because I will need to validate the bill from the debt collector that Sacramento bee couldn't answer my question. No companies should ask their customers to pay bills and can't even tell them the reason why they should pay. Couple years ago I subscribed a newspaper from Enterprises, Davis, I didn't have this kind of problems after I didn't renew my subscription.

Desired Settlement: Don't ask me pay the bill that I don't own, especially form a debt collector. Don't send my personal information to a debt collector.

Business Response: Business' Initial Response
Customer started Sunday only delivery 1/30/11 on a Groupon offer. The account was paid for 52 weeks on the Groupon offer. On 1/22/12, there was a second payment of $19.00 for the renewal of the Sunday paper for 52 weeks. Unfortunately, in looking into the detail of the account, the payment appears to have been posted at the regular rate instead of the promotional rate. The account has been adjusted and is at a zero balance. We apologize for the inconvenience and the error on the account. This also should have been handled by the vendors who have contacted the **** residence. As of today, all collection calls and/or notifications should be stopped. The collection vendor will also be notified that this account has been resolved. Please let us know if you have any further questions or concerns. Or, please contact our VIP team at XXX-XXX-XXXX to speak to a representative.

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

6/11/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: No paper delivered, promise for next day delivery not fulfilled A paper was not delivered on Tuesday, 5/21. When I called, I was told it was too late for same-day makeup delivery and did I want a Tues paper delivered with my Wed paper. I said yes. Wed I got a paper, but not the promised Tues edition (it had a particular story I wanted to follow). Called again, was told I would get a Tues paper with my regular Thurs delivery. Didn't happen. Called Thurs, the same promise of Tues and Wed was repeated. No explanation of why it is so difficult to get a paper I paid for.

Desired Settlement: Delivery of a Tuesday paper and actions taken to prevent recurrance. Poor delivery has been a problem before on this route.

Business Response: Business' Initial Response
Customer was contacted. An email was sent to follow up on the article and/or getting the back issue delivered. Mr. ****** responded that this was resolved and he appreciated the follow up. This ongoing delivery issue has been reported the Regional Manager and the distributor. Mr. ****** has also been provided with our VIP team information if a problem arises in the future. Please let me know if you have any further questions or concerns.

Consumer's Final Response
The Sacramento Bee has contacted me, and this complaint has been resolved to my satisfaction. Thank you for your assistance. Regards, ***** ******

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

6/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: "Recently I received a notice from your company regarding an outstanding balance from the Sacramento Bee regarding and "supposed" balance due of $11.86. I do not owe this balance as I have called the Sacramento Bee numerous times to cancel my subscription and not to have it automatically renew. I have also written on invoices that the Sacramento Bee has sent me in order to try to renew my subscription in November and December 2012 and January and February 2013 stating that I did not want to renew my subscription. I have even written back to in Your Neighborhood Distributions in January 2013 to not have my subscription renewed. I called the Sacramento Bee again today and spoke with ****, supervisor **** and she assured me that the subscription has been canceled and I would not receive any more correspondence from your company and the Sacramento Bee. I m asking that you cease and desist any and all future correspondence from your company. I am extremely concerned about the subscription practices of the Sacramento Bee as I have heard form other people that formally subscribed to the Sacramento Bee that this is not an uncommon practice, ignoring cancellation requests and sending notices from collection agencies in order to collect payment for cancelled subscriptions. I am sending a copy of this letter to your organization, The Sacramento Bee, The Better Business Bureau and Call Curtis of Channel 13 News as I am concerned that other people besides me are being taken advantage of.

Business Response: Business' Initial Response
Mr. ******'s account was started on 8/31/12 for weekend delivery. The account was paid for 13 weeks. On 10/12/12, the account was changed from weekends to a Sunday only delivery. The account was paid through 12/9/12. Since The Bee allows a grace period for renewal payments, the account does not stop automatically. The Bee sends out the first renewal bill about 4-5 weeks in advance to allow customers time to call and change service, make a payment or stop the delivery. In this case, the renewal notice was sent on 11/8/12. I understand Mr. ****** called and wrote notes on his renewal notices requesting to cancel the service. The stop date we show on the account was on 2/1/13. This was called in by the distributor. Unfortunately at this time, it is difficult to track down the invoices Mr. ****** sent into The Bee. However, this concern will be followed up on with our Customer Service team and Accounting Department.I apologize for the inconvenience this has caused Mr. ******. The Bee's practice is to honor the request of the customer. In this case, it seems we have failed to provide a one time resolution. Mr. ******'s account was cleared of any balance showing on the account. The Customer Service agent has processed the adjustment and cleared the account to a zero balance as of 3/21/13. Mr. ****** will not receive any further notifications about a balance due. We will also notify the collection vendor that this account has been cleared. Please let me know if you have any further questions or concerns.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) Yes, they have satisfied my complaint but they did not address the underlying problem with their unfair billing practices. Talking with other current / former subscribers of the Sacramento Bee the way that they handled my cancellation is not uncommon. I understand that they sent out a renewal notice on 11/18/12 and I responded with "DO NOT RENEW" When I initially spoke to the subscription department I told them I did not want it on auto renew. I also called customer service directly when I started receiving cancellation notices and told them not to renew but they still did. I am assuming that the Sacramento Bee keeps a call log of all incoming calls and can track this information. I also find it interesting that "it is difficult to track down the invoices" in which I wrote "DO NOT RENEW" on. I definitely DO NOT feel satisfied that the Sacramento Bee has taken any steps by their response to end or revise their unfair billing procedures.

Business' Final Response
As initially indicated on 3/21/13, The Bee processed an adjustment of $11.86 to clear Mr. ******'s subscription account due to his stop request not being honored and I've confirmed that Mr. ****** is on The Bee's do-not-call list. On ****** 7, The Bee received a letter from Mr. ****** concerning the $11.86 amount owing. A confirmation letter was then sent by The Bee's customer service to Mr. ****** acknowledging the amount had been cleared.

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

5/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: No renewal notice continue automatic payments and never received gift card promised. I have called Sacbee several times and have sent 2 emails with no response. Last 2 times I called told my problem was "escalated" however, no return call as promised. In ****** of 2012, they called many times and pressured to sign up for automatic withdraw from my checking account for subscription. Only agreed because promised a Target gift card. Never received gift card or renewal notice. Instead they just keeping taking money out of my account. What horrible customer service and frankly they are just ripping me off.

Desired Settlement: I want the gift card promised and want the automatic payments to stop. They misuse access to customer checking accounts.

Business Response: Business' Initial Response
Ms. ******'s account was changed to our Easypay plan on 7/10/12. The account is set up for Sunday only delivery. There was a transaction to have a $10.00 gift card mailed to Ms. ****** back on 7/10/12. I have requested to have this mailed out today as soon as possible. The gift cards are mailed out by a 3rd party vendor called Customer Motivators. As for the EasyPay billing method, Ms. ******'s information has been removed from her account. She will no longer be charged every 5 weeks. We sincerely apologize for the missing gift card and we will make sure this is resolved immediately through our VIP department. We apologize for the inconvenience and no resolution on the first request. Please let us know if you have any further questions or concerns.

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

5/22/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Wrote 2 letters cancelling BEE. AND talked to a BEE agent who said there was NO CHARGE. But still got a bill which they sent to a collection agency. I tried to call the Bee numerous times to cancel, but was never able to get through. I kept getting that recording about "due to the high volume of calls..." I then tried to cancel through their website, but for some reason I was NOT able to cancel through their website. Finally, on December 2, of 2012, (BEFORE my subscription ran out) I wrote 2 letters to the Sacramento Bee telling them to cancel my subscription (I will send you a copy of the letters via the mail). I sent one letter to their 21st and Q office; and one letter to their Payment Processing Center in Fresno, CA, telling them to cancel my subscription. The Bee continued to arrive. But since I wrote 2 letters, I figured my end was done. Finally, in February of this year, a person from The Bee, called to ask me if I wanted to renew my subscription. I told him NO and told him I had written 2 letters to The BEE cancelling my subscription. He said the only information he had was that I have not renewed, and that I did NOT have a subscription. But he told me he would take care of it and that there would be NO CHARGE. I think his name was ****, or ******, or something like that. There should be a recording of that, too. The BEE says they record calls for "quality purposes". You can probably get a copy of that recording. Finally, a few weeks ago, I got their "Final Notice", and AGAIN, I sent it back with a note (again I will send you a copy of all the paperwork) telling them my subscription was cancelled. Now, I've gotten a letter from a collection agency saying they have been hired by the Bee to collect the amount due. There is NO AMOUNT DUE! I do not owe anything. I can't believe The Bee is saying that both my letters and my note were "lost in the mail"? I bet if my letter had a check in it, they would have said they had gotten it. AND, what happened to the person from The BEE saying he would take care of it, and that there would be NO CHARGE? Can you please help me with this? The BEE has continuously ignored my requests to cancel their paper. I can't believe that due to their incompetence, or complete disregard to my requests, that they would say that I am at fault. What would you suggest I do? Who should I contact now? Do you think I need to contact an attorney?

Desired Settlement: I want the Bee to clear the charges and stop the collection agency from harassing me, and restore my credit.

Business Response: Business' Initial Response
Ms. ******'s account has been cleared of any balance due. In reading through this case, I would like to apologize for the inconvenience and the confusion on the ****** account. Ms. ******'s account has been active on a Sunday only subscription for several years. Unfortunately, there is no documentation on the account that it was requested to be cancelled on the expiration date. The letters and phone calls indicated in this case will be researched for future training and understanding. Our goal is to give our readers world class service and one call resolution. In this case, it seems we have failed. As of 4/30/13, Ms. ******'s account has been cleared and is at a zero balance. She will not receive any further collection calls or letters. Since we do not report our home delivery accounts to a collection bureau or agency, Ms. ****** will not see anything on her credit report. I will be emailing a zero balance confirmation to Ms. ****** to close all issues with her account. Please let me know if you have any further questions or concerns.

Consumer's Final Response
I just received this response from the Sacramento Bee. I guess I'll be satisfied with this response from the Bee since they show my account balance is "0". Although I never received anything from ***** ******. Thank you for all your efforts. ****** ****** ----- Forwarded Message ----- From: "******, ******" <*****@sacbee.com> To: *****@YAHOO.com Sent: Tuesday, ****** 21, 2013 3:43 PM Subject: Sacramento Bee cleared account information Hello ******. I want to follow-up on the complaint you registered with the Better Business Bureau regarding your account. My associate, ***** ******, previously provided BBB and yourself, information along with our steps to resolve it. It appears, however, that you didn't receive the confirmation that was being expected. Below you'll find your account information which reflects a zero balance on your inactive subscription account. Per your other concern about restoring your credit, neither the Bee nor the the collection companies we work with report any amounts to agencies or bureaus that could affect a credit rating. I'm very sorry that you experienced the many difficulties you had with us in canceling your subscription. I hope this helps to resolve your concern.

Business' Final Response
An e-mail was sent today to ****** which included an account overview snapshot showing her account is closed and has a zero balance. In the e-mail, we also clarified that neither the Bee nor the the collection companies The Bee works with report any amounts to agencies or bureaus that could affect a credit rating so her credit rating wouldnt' be affected by this. We are sorry that ****** experienced these many difficulties in canceling your subscription but hope this helps resolve her concern.

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

5/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered delivery of there paper to my address 03/29/2013 over the internet. Took my fee from a debit card that day. Never received my paper. After numerous calls to there customer service department. They promised I would get my delivery. It never came after 2 weeks of calling. After I cancelled my subscription I asked for my refund of $49.45 they took from my bank account. They said it would take over a week to get to me. My Account # with them was XXXXXXXX. Today is 04/22/2013 and no check.

Desired Settlement: Need a refund check as soon as possible.

Business Response: Business' Initial Response
Mr. ******'s account was resolved. The refund check was mailed on Friday 5/10/13. There were 2 accounts that were created in error. Both accounts have been stopped and cleared of any balance. I spoke with Mr. ****** and he will be checking his mail for the refund check. Please let me know if there any further questions or concerns.

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

5/20/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased Sunday only delivery of two (2) issues. On the first week there was no and no help form customer service. I ordered online for 2 copies of the Sunday edition of the paper to be delivered to my home. my order number is XXXXX. The order date was April 29, 2013. One the first day the paper was to be delivered there was no paper. My wife called and was told there would be a delivery within 2 hours. After 2 hours we called again and the same thing was repeated, wait 2 hours. The paper never arrived and I made several more calls throughout the week, and was told that they would add a week to my subscription which at the time I was fine with provided my papers started to get delivered. This last Sunday ****** 12 2013 I checked of my paper and looked everywhere and none was found. I called customer service again and was told there would be a delivery within the next 2 hours which seems to be the standard response. After we waited 2 hours I called again to cancel my subscription. The call taker asked me to give them a second chance and I explained I gave them plenty of chances and want my subscription cancelled immediately. I was then told that they can not cancel my subscription until the nest delivery date which is Sunday and would submit a request for a full refund. The customer service rep then told me it would take 2-3 weeks for the refund request to be processed. I advised her that since I paid for a subscription that I have yet to received they need to refund the full amount in total by the first business day. After some word wrangling the rep only told me she would put the request in to be refunded as soon as possible. About 3 hours later when I was leaving for work I noticed that someone had finally delivered a paper however it was only one copy not the 2 copies I paid for. The paper was also not a complete paper. I fail to see why I in the first 2 weeks I had to call more than 6 times to get this issue corrected and now I have to wait for them again to refund the full amount I paid when there was no hesitation in their receiving my payment for services. The customer service reps give the appearance of reading a script when dealing with complaints and anything outside those parameters can not seem to get resolved. I was not given any numbers or offered to speak with a supervisor.

Desired Settlement: I am seeking a full refund of my paid subscription of 43.93 for 2 copies of the Sacramento Bee.

Business Response: Business' Initial Response
Mr. ******'s account was started 5/5/13 on Sunday only delivery. Our records show Mr. ****** called several times to get his delivery and there were several complaints and messages sent to the distributor in the area. Unfortunately, it appears the complaints and messages did not get the proper resolution and Mr. ****** was missed again on 5/12/13. This case has been given to the regional manager who oversees the distributor. Although, Mr. ****** is stopping his subscription, we are still going to seek a response and resolution moving forward. The request for the full refund has been requested and will be processed on Friday 5/17/13. Typically, a refund back to a credit card can take about a week. However, Mr. ******'s account has been submitted to be credited back to his credit card within the next 3 business days. We are very sorry for the delivery problems and our hope is that the service in this area will improve. Please let us know if there are any further questions or concerns.

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

5/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They are calling me several times a week to subscribe to the bee even after I told them no and take me off their list. They just call from a differen I bought a groupon for 1 year of newspaper delivery. The year ended and they continued to deliver per their policies when I refused to pay they turned it over to collections. They continued to call me until I told them it was illegal for them to call me after the account was turned over to collections. Now I am getting calls from their call centers wanting me to start up the paper again. I have told them to remove my number from their system but they keep calling several times a week from different numbers. This is harassment.

Desired Settlement: For them to quit calling me!!!!!

Business Response: Business' Initial Response
Customer, ****** ****** started a Groupon offer 8/5/11 and paid for 52 weeks. Since The Bee allows a grace period to renew the account, the paper is not stopped automatically. The Bee sends a first time renewal notice 4-5 weeks before the expiration date. In this case, the first renewal notice was sent 7/2/12. A second renewal was sent 8/13/12 and a third renewal on 9/20/12. All renewal notices state the paper will continue unless The Bee is notified otherwise. This includes the Groupon offer. Our records do show Ms. ******'s account was stopped on 11/1/12 with a balance due. Customer's request will be honored as of 4/1/13. The account will be cleared to a zero balance. And, her phone number has been added to our Do Not Call list. I have also sent Ms. ****** an email confirmation to show the zero balance. Please let me know if you have any further questions or concerns.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) They need to remove any record of this being turned over to collections from my credit report and correct any reports they made. It is illegal to bill for anything they send without my ordering it. It is also illegal for them to call anyone after the account has been sent to collections. They have questionable business practices that should be investigated. I know a lot of people they have bullied into paying them to get rid of them. I want my credit to show this never happened and I want something in writing regarding this so if it shows on my credit later it is explained.

Business' Final Response
Ms. ******'s account was not reported to any credit bureau or credit agency. We do not report subscription accounts to a credit company. The collection agency we use, JMC, is a third party vendor who mails out final notices/letters. We will request a zero balance letter from JMC to be mailed to Ms. ****** as final confirmation of her account. This could take 3-5 business days. Please let me know if you have any further questions or concerns.

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

4/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: hounded me for months with calls, signed me up for a different subscription than was what was decided via sales call; with no knowledge from me. After being hounded for what seemed like months my telemarketers from the sac bee I finally agreed to reactivate my account. I paid the "past due" amount on my account. Although it was the papers they kept sending after my paid up front subscription ended. Apparently you have to call and cancel or they will just keep charging you. Anyway. So I agreed to re-up because I love having the coupons and didn't want to go out every Sunday to get papers. I spoke with the rep on 2/12, who stated they were out of AZ; and I asked to be signed up for 3 Sunday only papers for 6 months for a total cost of $59.87. I was also to be charges the $60 from the old account. I confirmed with her on the phone and we confirmed amounts to be charged and what I would be getting.I also would receive a $25 restaurant.com gift card Fast forward 3 weeks. its the second Sunday I only received ONE newspaper so I call customer service and explain my situation were the lady tells me I only signed up for 1 Sunday paper with digital and my card was only charged $33. I looked up the charges (charged 2/14) and sure enough, only the $33 was charged, and the separate charge for $60, She then tells me that this promotion doesn't exist, she also tells me the original promotion that telemarketer was selling (1 for 6 months @ 19.99) didn't exist. She was rude and as nice as I was she acted like I was bothering her. I asked for a manager she refused. I wasn't over charged but I was annoyed. She tells me if I add 2 more that my subscription will be shortened and then this offer will also no longer be available to me. I told her I wanted to add 2 and extend it to 6 months like I originally requested. She put me on hold, came back and agreed to charge my card $25.42 cents to cover the difference of what I thought I was getting and all will be well next week with the 3 newspapers. Things I would like to note. The CSR acted like I must just not remember signing up for one paper with digital because "my promotion I was asking didn't exist anymore" I explained I get the paper for the coupons, why would I need digital and 3 copies. She was rude, didn't listen, condescending and Sacramento bee needs to train better.

Desired Settlement: I feel it is time something is done about Sac bee's business practices. Being hounded day in and day out with telemarketers only to finally take the call and they can't even bother to get your order correct. Then to top that off having rude inconsiderate huffing and puffing customer service,I will gladly take my business some were else if there was another local place to acquire coupons. From the MASSIVE amounts of complaints I can see I am not the only one who feels this way. Allow our subscriptions to STOP the day we pay in advance up to.. not just keep going with no notification until they are hounding you. There is no reason to call 5 times a day. that is borderline harassment. Treat your customers with a bit of respect. Or did you forget you have customers... we aren't numbers to be had..

Business Response: Business' Initial Response
Mr. ******'s account was started 2/17/13 on Sunday only. The account was started with 1 copy of the Sunday paper with a payment of $33.92 for 26 weeks (print & digital subscription). There was a separate payment of $66.01 for the amount past due as well. This was sold by an outside telesales vendor. Unfortunately, at the time of the start, it was processed as only 1 Sunday paper. On 3/3/13, the account was updated to 3 Sunday papers each week. Also, on 3/3/13, the account was taken off the digital portion of the subscription. There is a note on the account stating Mr. ****** only wanted the print subscription. Mr. ******'s account currently shows an expiration date of 8/18/13. There was also a recent request to move the delivery to a new address. This has been processed for Sunday 4/21/13. As for the account being stopped automatically on the expiration date, this does not happen automatically. Our policy is to send a first renewal notice out 4-5 weeks prior to the expiraiton date. This time allows customers to contact The Bee to either renew the subscription, change the service, or stop the account. All notices indicate, the paper will continue automatically unless The Bee is notified otherwise. However, in this case, since Mr. ****** has made it clear he does not want to continue the delivery, I will have the future stop put on his account. As for the numerous solicited calls, I have placed Mr. ******'s phone number on the do not call list. This information has also been given to the Sales manager to follow up with the sales vendors. We certainly apologize for the inconvenience and the rudeness of the Customer Service representative. We appreciate Mr. ****** as a subscriber and our hope is Mr. ****** will decide to continue the delivery. Please let me know if you have any further questions or concerns. Our VIP team is here to help by phone XXX-XXX-XXXX or by email *****@sacbee.com.

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

4/24/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Have not received delivery of 1 newspaper from SacBee On February 6, 2013 a door to door salesman came to my door to try a 10wk subscription for $28.95, I was elated and thought what a great deal as I hear nothing but wonderful things about the SacBee. The salesman told me it would take up to 5 business days to receive my first paper which was understandable to ensure my check was deposited and etc. On February 19, 2013 I show my check was cashed and cleared in my account so I assumed due to the delay that I would start my subscription shortly after and I received nothing. Towards the later part of the month of February I contacted customer service and spoke to a nice gentleman name Jay who had advised me my subscription started on February 12, 2013 and extended a credit of my 15 days of delivery and even indicated a note on my account that I have a wreath hanging on my door and delivery should start after the message was reviewed. I waited another week and still not 1 single paper nor was it even delivered to my neighbors houses. I again called on March 7, 2013 and then spoke to a customer service rep name Manny who confirmed yes there were notes on my account and seen where Jay offered the credit. Manny did not offer any resolution nor suggestions. I asked for a refund as I have not received any goods for my payment and Manny told me I myself needed to call the DC Manager Stephanie. Please tell me what kind of service is this. After speaking with Manny I thought, maybe I will receive 1 paper and nope not one.

Desired Settlement: Full refund of the $28.95

Business Response: Business' Initial Response
Customer's account started 2/12/13. Ms. ****** paid for 5 weeks of the daily service. There was a complaint for no paper since ordered on 2/26/13. The representative processed the complaint and the credit on the account. The representative also sent a specific message to the distributor regarding the missed deliveries. Unfortunately, Ms. ****** had to call again for the same delivery concern on 3/7/13. There is a note on the account that the representative offered Ms. ****** the distributors phone number to contact. This is not how our Customer Service agents are trained to handle this situation. The representative should have taken the initiative and escalated this service issue to the appropriate delivery manager and resolved the problem. I am very sorry to hear the service was never corrected. I have sent this complaint to the distributor and the regional manager. In the meantime, I have also honored the request of Ms. ****. The account has been stopped and a refund request for $28.95 has been submitted to our Accounting Department. Typically, the refund takes about 2-3 weeks. In this case, I am asking for a quicker turnaround time to have the refund generated as soon as possible.

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

4/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Sacramento Bee improperly sent my account to a collection service despite three attempts to pay them over two months. I tried to pay twice online with two valid credit cards after I canceled autopay, but my account did not credit either time. I then called to cancel my account, and was told by the customer service agent I spoke with that my account was already cancelled and I owed the balance I was aware of, $12.87. I then gave him my credit card number to pay the balance. The Sacramento Bee did not charge my card, but instead has sent the account to collection.

Desired Settlement: My lawyer advises me the Sacramento Bee should rescind the collection attempt and acknowledge my payment attempts and process the credit card information I gave them.

Business Response: Business' Initial Response
Mr. ****** has had an active subscription for several years. On 12/14/12, the account changed from daily service to Sunday only. The account was on our EasyPay program. However, the card we had on file had expired. The customer service representative should have noticed this and asked Mr. ****** for an updated expiration date to avoid any billing issues. Since this was not updated, the account stopped on 2/20/13 with the balance of $12.87. There is a note on the account that one of our customer service agents tried to call Mr. ****** on 2/26/13. The agent left a message regarding an error with the payment attempt through the automated system. On 3/11/13, customer made a payment of $12.87 over the phone with a customer service agent. The account has been at a zero balance as of 3/11/13. We sincerely apologize for the collection letter Mr. ****** received after the payment was posted. The collection letter is from a 3rd party vendor who mails out these final notices. However, the account is not reported to a credit bureau and does not show up on a credit report. I will have an email confirmation sent to Mr. ****** stating the account has been cleared and there will no further collection calls or letters. I will also be requesting a letter from JMC to Mr. ****** to ensure all collection efforts have been cleared. We do apologize for the inconvenience and we hope to win Mr. ****** back as a subscriber in the near future. Please let me know if you have any further questions or concerns.

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

4/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Sacbee keep harassing me for subscription payment which I cancelled the first time they called me to renew the subscription last year. Last year a senior high school student came to my door for help by subscribing to Sacbee. I paid and the newspaper delivery started every weekends only. After a month a rep from Sacbee called for my credit card and for renewal. I told them I don't like to renew because I don't have time to read it. I did not give my credit card. They keep delivering anyway. They mailed me a renewal notice and I returned it with Cancel on the paper.Then they stop delivering and has been calling to pay them $43.00 they said I owe. Just to stop the calling 3 times a week I paid them the $43.00 dollars. Then they started delivery again for maybe two months then asked for renewal again. The newspaper delivery has stopped since January but the call to pay the subscription for $43.00 is non stop and their collection agency sent me a collection letter which I disputed and sent by registered mail. Before this I sent a certified mail to Sacbee for the cancellation again.

Desired Settlement: Just to stop harassing me to pay what I did not order and I do not owe.

Business Response: Business' Initial Response
Ms. ******'s account was started 2/10/12. The account was for weekends only and paid in advance for 13 weeks ($35.75). Since The Sacramento Bee does not stop accounts automatically, there is a renewal notice mailed out 4-5 weeks in advance to allow our readers to renew the account, change the delivery or stop the service. All notices indicate, the paper will continue unless The Bee is notified otherwise. After the first renewal notice, The Bee sends 2 additional notices to customers. In the case, the renewal notices were sent 4/21/12, 5/16/12 & 6/25/12. Then, the account was stopped on 8/4/12. At the time of the cancellation, the amount past due showed $41.16. Customer mailed in a payment for $43.00. When the payment posted, the account was restarted automatically by the system. This happens when the payment is over the balance due. The account was auto started on 9/7/12. The new expiration date was 9/9/12. At this point, the grace period kicked in again and the account was active until 12/8/12. I understand Ms. ******'s confusion. As of 4/8/13, the account has been resolved and shows a zero balance. I apologize for the miscommunication on our part and the inconvenience this has caused Ms. ******. There will be no further calls or letter notifications sent to Ms. ******.

Consumer's Final Response
This is in response to your letter on April 15, 2013 received today: 4/19/20. Thank you for following up. I am satisfied with the response of the Bee that the account has been resolved but last night, 4/18/2013, Wednesday, I received another call from Sacramento Bee asking about my account again. I told her about my complaint and I was told to contact their Customer Service. I am just so weary about this and I'm suffering from so much stress and I just don't like to talk to this people again. It's obvious that Sacramento Bee has communication problem and I just like to end it here. Thank you so much for your help. Sincerely,

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

4/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Being charged for delivery I didn't authorize. I signed up for Newspaper for trial period only. Once trial period was once the Newspaper continued to be delivered to my home. Today I received a Collection call stating that I have to pay for a delivery I didn't authorize.

Desired Settlement: Cancel Newspaper delivery. I would also like something in writing stating that account has NO amount due.

Business Response: Business' Initial Response
Customer started a daily subscription on 9/29/12. The subscription was started on our 5 week EasyPay payment option. It was sold by an independent door-to-door contractor. The order forms are typically signed to authorize the sale. In this case, we are looking into the original order and giving feedback to the Sales Manager. As for the account, Ms. ****** does not have any balance due at this time. The account was stopped 2/26/13 and an adjustment was done on 2/26/13 to clear any amount owing. Ms. ****** should have received an email confirmation showing the account has been stopped and cleared. I will have a second email sent out today, 4/1/13. If there are any questions or concerns, please feel free to contact our VIP team at XXX-XXX-XXXX.

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

4/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Sacramento Bee renewed my newspaper subscription without my consent and is now trying to charge me for the unauthorized renewals. I would like to file a complaint against the Sacramento Bee. I subscribed to the paper last year from a kid going door-to-door selling subscriptions of the Bee for an educational scholarship. I asked the kid's supervisor (who was present) if there would be any automatic renewals and he said no. Just to be sure, I paid in cash. Fast forward a few months, and I'm getting calls from the Sacramento Bee saying I owe them $45.98! I called their customer service and explained that this was a billing mistake as I paid upfront and in cash. They said that my subscription had renewed and the $45.98 was for papers that they kept delivering after my initial subscription. I explained that I never renewed my subscription and that I had no desire to continue the paper delivery after that first term; I subscribed just to help the kid who came to my door. Turns out, the Sacramento Bee auto-renews your subscription whether or not you want the paper or agree to a renewal. This is NOT OK. According to the Bee customer service rep, they send you several unsolicited letters- which since I had no plans to renew, threw into the recycle bin. Allegedly, these letters inform you that you have to contact them to stop your subscription. Yet, even though I still did not open these letters, and contact the Bee to stop renewal, I still DID NOT AGREE to renew my subscription. I simply never gave my consent and so I believe I should not have to pay for something I did not order, agree to, or want. According to the Bee, I did agree by not opening their mail and contacting them. I DISAGREE strongly and do not accept this outcome. This is fraudulent behavior on the Bee's part and certainly flat out dishonest. Nowhere did I agree to a subscription renewal. I never signed, called, or mailed a form asking for the Bee to renew my subscription and I don't believe I should be responsible for the charges on my account.

Desired Settlement: I want the $45.98 on my account to be removed and the Sacramento Bee to take my name out of their database. I should not be responsible for charges stemming from a subscription renewal that I did not provide consent for.

Business Response: Business' Initial Response
Mr. ******'s account was started on 8/3/12 for Friday-Sunday delivery. It was sold by a door-to-door salesperson for 10 weeks. Since The Bee does not stop subscriptions automatically, the paper continues unless we are notified. There is a first renewal notice that gets sent out 4-5 weeks prior to the expiration date. In this case, the renewal was sent 9/10/12. A second renewal was sent 11/1/12 and a third renewal was sent 11/26/12. All renewal notices state the paper will continue unless The Bee is notified otherwise. In looking at Mr. ******'s account, there was an adjustment done on 3/11/13 to clear the account. This was handled by a Customer Service agent. Customer also called on 4/2/13 to confirm the account was at zero balance. There was a note placed on his account. Mr. ****** will not be receiving any further calls, letters or notices indicating there is an amount past due. Please let me know if you have any further questions or concerns.

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

4/9/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The Sacramento Bee continuously calls my house even after I have asked them not to call verbally and in writing. I am also on the no call list Unfortunately, I have not kept track of the dates, but they have called me repeatedly and I would like this to stop. I have asked them nicely not to call. I have demanded that they stop calling. I have written them and asked them not to call. If I ever want to start up the paper again. I will call them. It is unlikely now though as they have harrassed me so much.

Desired Settlement: Just stop calling my house!

Business Response: Business' Initial Response
Ms. ****** was a subscriber for several years until she stopped the account 5/12/12. As the Sales team tracks customers who stop, they make an attempt by mail, email or call customers to try to get the customer back as a reader. However, we also honor the requests of our readers. In this case, I do show Ms. ******'s phone number was added to our do not call list. This information will be reiterated to the Sales Manager to ensure Ms. ****** does not called again. I am also sending Ms. ****** an email to confirm the calls have stopped. I will also ask for any other phone numbers that Ms. ****** has so we can add those numbers to our do not call list as well. Please let me know if you have any further questions or concerns.

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

4/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Subscription expired,then they tell me I have an outstanding balance of $40.04. Have asked for paper bill repeatedly. Getting harrasing phone calls. Hello, I did sign up for the Sacramento Bee in March of 2012, I paid by check for 2 Sunday papers to be delivered, not paying attention for how long at the time. I mainly wanted the paper for the coupons. I signed up at a coupon presentation I had in my home by a woman who turned out to be promoting the Bee. No big deal. So, I received my 2 Sunday newspapers each Sunday up until December 29, 2012 and received a voicemail message from a Bee representative on December 28th 2012 informing me my Sacramento Bee subscription had expired and if I called her back she would renew my subscription. I knew I wasn't going to renew so I didn't call her back. Now in February and March 2013 I begin receiving calls from all over California 2 to 4 times a day. I answered and was informed it was the Sacramento Bee wanting me to renew my subscription which I said no thank you and the girl told me I have an outstanding balance of $40.04 and I need to pay this to cancel my account. I was shocked to say the least. I asked for a paper bill to be sent because I wasn't giving my credit card info out over the phone to someone who called me for something I know nothing about. Plus I wanted to know what was costing my $40.04 Calls continue I keep asking for a paper bill which I have yet to receive. They want me to pay over the phone. I have emailed the Sacramento Bee to the attention of a supervisor in billing and asked this to be cleared. I didn't authorize my subscription to continue after it actually expired in September. Why didn't I receive a call then telling me my subscription has expired, would I like to renew? I never received a bill to renew my subscription. I did receive 3 renewal notices from the Bee in Sept, Oct, Nov 2012 with no amount due and no instructions to say I needed to call to cancel. What subscription continues to send a paper or magazine once the subscription has expired? I said in my email to the supervisor I wanted this $40.04 cleared since it wasn't my doing and I was not informed I was going to be charged $40.04 if I didn't call and cancel. This is a very deceptive way to get customers to continue their subscription and feel I should not have to pay this since they won't even send me a courtesy paper bill but continue with the harrassing calls every day and I ask every time to send me a paper bill, sometimes I don't even answer anymore I'm so frustrated and I'm a patient person. I've decided I'm not paying it. This is ridiculous now. I didn't get a response from a supervisor like I asked and I can't get a paper bill. Also $40.04 for 3 months of delivery I didn't ask for is more than what I originally paid for a six month subscription. Now they are offering me a $25 gift card if I renew and pay $40.04 to clear and cancel my account. Seeing the Bee has had 62 billing complaints in the last 12 months I'm not the first complaining about something like this to the BBB. They aren't learning and this is why they have lost me a customer for life. Please help me resolve this BBB! I want the calls to stop! I want my account cleared, they can eat it for the whole way this was handled. Thank you for you help. Sincerely, Mrs.****** ******

Desired Settlement: Clear my Sacramento Bee account of $40.04 Remove my name and number from their phone list

Business Response: Business' Initial Response
Ms. ******'s account was started 4/22/12 for Sunday only delivery. The payment was made for 26 weeks. Our standard policy is to send the first renewal notice 4-5 weeks prior to the expiration date. Since we allow a 90 day grace period on all renewals, The Bee sends a total of 3 renewals (9/3/12, 10/11/12 & 11/19/12) before the paper is automatically stopped. There was also a final bill sent, however customer claims she had not receive the notices. On all renewal notices, we state the paper will continue unless The Bee is notified otherwise. Since Ms. ****** claims she still has not received a notice as of today, I have agreed to resolve the balance due. I contacted Ms. ****** and informed her this has been resolved as of today 4/1/13. The account has been cleared of any balance and her phone number was placed on the do not call list. She should not receive any further phone calls regarding a balance due. Our hope is Ms. ****** will decide to subscribe at a future date. In the meantime, her account with The Bee is resolved.

Consumer's Final Response
The Sacramento Bee really needs to change this wacky way of doing business with subscriptions. Yes, I did receive their renewal notice with no price of renewal. Little did I know that they would continue receiving a paper if I didn't cancel. It's simple, subscription expires, paper stops being delivered. Instead of continuing delivery and then slapping customer with a bill for 3 months that was more than original 6 month subscription. Also, call your customers when their original subscription is expiring, not 3 months after Crazy system that makes no sense! Hope someone at the Bee reads this and revamps things!

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

3/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unable to obtain a receipt or invoice after two weeks of calling customer service and emailing with promises to email receipt within 24 hours. My credit card was charged in January for a 1 year subscription. Have repeatedly called and emailed Sac Bee requesting a receipt or invoice for my company's records. Promises and apologies but nothing received one month after credit card billed.

Desired Settlement: Send me a receipt. Remove automatic charging of my credit card on file for subscription renewal. Send me a bill.

Business Response: Business' Initial Response
Consumer states, "Sacramento Bee mailed a receipt to me March 16, 2013. I am not sure why it took them so long to respond."

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

3/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I consistently do no receive my morning paper by guaranteed delivery time. I am usually not able to read my morning paper until afternoon!!! Failure to perform!! In the 15 days between 2 Dec and 16 Dec 2012, I have not received by guaranteed delivery time or not received a paper for 9 of those days. This includes both the Sac Bee and USA Today to which I also subscribe; however, I will restrict this complaint to non-delivery of the Sac Bee. Every day on which I miss an AM delivery, I call the Bee phone line (XXX XXX-XXXX) to register my complaint. I have also written several e-mails to the Bee requesting help with this problem. At one point, I even waited "on telephone hold" for 40 minutes in an unsuccessful attempt to gain assistance. So far, the Bee has pointedly ignored all my efforts at communication. Once again, the Sac Bee has consistently failed, the last few weeks, to meet their contractual agreement to provide timely home delivery of my annual subscription. Request your assistance.

Desired Settlement: I would like to have my paper delivered by the Bees advertised home delivery times. Failing that, I'd like to see monetary and written sanctions applied.

Business Response: Business' Initial Response
In looking the ******'s account, I do show several complaints reported for no papers and late deliveries. The last complaint on the account was 12/16/12. The distributor and regional manager have been notified to follow up on the delivery for the ****** residence. I have issued a 30 day credit on the account for the inconsistent deliveries. I also have my VIP staff following up on the delivery to ensure the papers are delivered in a timely manner. Please let me know if you have any further questions or concerns on this case.

Consumer's Final Response
Still can't get reliable paper delivery; Check bbb complaint # XXXXXXXX. Paper delivery the last two weekends has been unacceptable; either no paper or late deliveries. Huge, punitive fine.

Business' Final Response
Customer started service on 2/29/12. The account was paid for 13 weeks. Customer called in several missed papers during the first 2 months of delivery. From ****** 2012-September 2012, the service improved and there were no complaints registered. Unfortunately, from 9/9/12 - 2/3/13, the delivery service was inconsistent and Ms. ****** called in several times to report a no paper and/or late papers. Our delivery time is Monday-Friday at 5:30am and Saturday/Sunday at 6:30am. I apologize for the service issues. I have reported Ms. ******'s account to the distributor and the regional manager by email and by phone. Ms. ****** made a renewal payment for her subscription on 5/7/12 for 52 weeks. Currently the account is paid until 6/19/13. As of today, there are no complaints since 2/3/13. However, I have credited Ms. ******'s account for 30 days, which extends her current subscription to 7/20/13. I have also requested for the distributor to contact Ms. ****** to follow up on the delivery. If the problems continues, Ms. ****** can contact our VIP team at XXX-XXX-XXXX instead of having to call the automated system or our Customer Service Department. Please feel free to contact me if you have any further questions or concerns.

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

3/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Sacramento Bee charged my credit card for a renewal of my subscription without my authorization. My credit card was charged $61.99 for a renewal of the Bee subscription. I did not authorize it. I had gone online to renew. I spoke with a manager,***, who said the renewal was done on an automated system. They obviously have a serious problem. No only did I not do that, a salesperson from the Bee called me after 5 Jan (my on-line renewal date) asking me to renew my subscription. I cancelled my subscription effective 14 Jan 13. *** said he would refund the balance of my subscription.

Desired Settlement: Advise customers through the BBB that the Bee has a serious problem. They cannot be trusted.

Business Response: Business' Initial Response
Dear BBB, This is in response to the inquiry from ****** ****** at **** *********** Ln, Roseville, CA XXXXX. Customer is reporting he did not authorize the payment on 12/17/12. The payment was made through out automated phone system for $56.99, plus a $5.00 tip to the carrier. Mr. ****** claims the payment was processed automatically by The Sacramento Bee. Our practice is to always honor the request of a reader. The original account was started on 8/7/11 with a payment for 26 weeks. A renewal payment was processed through our automated system on 6/13/12. Both of these payments were processed as a one time payment. The account was not on an automated payment option. On 8/31/12, Mr. ******'s account was upgraded from Sunday only to a weekend service (Friday-Sunday). A payment was made on 10/4/12 through the automated system in the amount of $30.94 with a $5.00 tip to the carrier. Again, this was a one time payment. On 12/17/12, there was another payment of $56.99 processed through the automated system. Mr. ******'s account was never on an automated payment option. The only way to get the credit card information through the automated system is by a customer calling our 800 number and selecting payment. Then, the credit card has to be entered through the phone system. As of 1/15/13, the subscription was cancelled per Mr. ******'s request. A refund was generated and the account remains inactive. If you have any further questions, please do not hesitate to contact me. Sincerely, ***** ****** Membership Services Manager Email: *****@sacbee.com

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

3/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: only 1 year subscription they continued to send and we had no agreement. I had a groupon or living social voucher for 1 year of subscription. I never signed up for additional time. They continued to deliver for a few weeks and are claiming I owe them for that. I never asked them to continue and never said I would pay for anything past that 1 year. They have now sent this to collections. I owe them nothing and they are trying to ruin my credit

Desired Settlement: retract the collection notice and leave me alone.

Business Response: Business' Initial Response
Customer's account started 9/9/11 with a Groupon promotion. The account was paid until 9/7/12. Since our policy is to continue the subscription unless we hear from the customer, the account remains active on a 90 day grace period. A renewal bill is sent about 4-5 weeks prior to the expiration date to allow customers the time to call in and cancel or send in a renewal payment. In this case, a renewal notice was sent 8/6/12, 9/17/12 and 11/1/12. These renewal notices state the paper will continue unless The Bee is notified otherwise. The account was stopped 12/6/12. Also, on this particular account for Ms. ******, the same promotional offer was being offered for another 52 weeks. The usual process is to renew at the regular rate. Since Ms. ****** claims she was unaware of this policy, the account has been adjusted to a zero balance at this time. There will be no further calls or letters from the collection company. The JMC letter sent to Ms. ****** is not reported to the credit bureau and will not show up on her credit report. The company, JMC, is a third party vendor we use to mail out these final notices. In the future, if Ms. ****** subscribes to The Bee, the same process is in place for the renewal of the subscription. Please feel free to contact me if you have any further questions or concerns.

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

3/11/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Delivery person throws paper against metal security door. At or around 3am to 4 am every day the delivery person throws the paper against my metal security door which makes a loud gunshot like noise. I have had to replace the previous glass and metal door due to the fact that the bottom kick plate had been blown out by the paper being thrown against it the same way as it is now. I have called 3 times about this problem and have never been called or the problem has never been addressed.

Desired Settlement: I would like the delivery person to simply stop using my door as a back stop, just place the paper on the porch in the/ under the cover of the entry way in away from the weather. When this happens I will know that they got the message and will do the right thing.

Business Response: Business' Initial Response
Ms. ******'s complaint was registered with the distributor and the Regional Manager on 2/14/13. I have called the customer to confirm the problem was resolved. I left a voicemail to contact our VIP department. I do not see any complaints registered since the distributor was notified. I do apologize for the inconvenience. Please feel free to contact me if you have any further questions or concerns.

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

3/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Online payment system does not apply payments as described. Twice I have used the option to manage my subscription renewal with the online payment sytem. Both times there was a problem and both times I was told it's a "glitch" in the system. The first time was aprox 1 yr ago. I had received a subscrition for the year prior on special for $52. I went online to renew and was given different options, one being the $52 I selected. One would think you are renewing the same $52 subscription, but come to find out $52 was applied to how ever many weeks at full price. A "glitch in the system". I was told they system just goes off your last payment. Going forward I renewed my subscriptions every 13 weeks over the phone and mailed in payment via my bill pay. I started tracking the weeks and realized I was being shorted. When I called I was given different reasons by different reps and found out my payment was applied to also receive an e-edition. This was not something I asked for or have ever used. Because I like the Newspaper, I continued to subscribe until the final straw. On 12/15/12 I went online to manage my subscription and make a payment to renew. I noticed my subscription end date was 3 days less than I was told it would be corrected to over the phone from the e-edition billing error. Regardless, once again I was willing to renew. I went to make an online payment and selected the one time payment option listed - 13 weeks for $43.99. I don't know whats included or how they arrived at the $43.99 price because you can't find prices on their website. I had never paid $43.99 before, usually $39 for 13 weeks. I provided my credit card and got a confirmation that reads "The total amount that will be debited to your credit card is $43.99 for 13 weeks, for a total amount of $43.99". Four days later my credit card was debited $66.74. The final straw! I called to cancel my subscription and when I told them why, the excuse was "it's a glitch in the system". Because I cancelled on the day my previous subscription ended I expected a full refund. The paper stopped being delivered immediately but 12 days later my refund was $66.54 back to my credit card. Why .20 cents less, I have no idea? I'm in banking an aware of federal regulations regarding such erroneous charges, disclosures and billing practices. I am sure I'm not the only customer frustrated and taken advantage of. I did reach out to 3 top executives at the Bee via an email letter. I never got a response. I feel at a loss because I really like the newspaper they put out, but refuse to continue to be a victim to the improper subscription handling. Even though I've been refunded it doesn't fix the ongoing problem.

Desired Settlement: Fix the online payment system glitches and properly disclose subscription choices along with service charges. Charge as specified. Review the whole online service management functions. The vacation start and stop service does not work either, but that's a whole other complaint.

Business Response: Business' Initial Response
Ms. ****** has been a long time subscriber to The Bee. On several occasions throughout her subscription, she has been eligible for promotional offers. Unfortunately, these promotional offers do not renew automatically. A month prior to the expiration date, we send a first renewal bill for the regular rate of the paper. This renewal notice does not change the current promotional offer at this time because the account is still on the discounted rate for another month. I understand the confusion on the billing. Recently, we updated our bills to include several changes (holiday premiums, digital access). In October 2012, we did upgrade our customer database and our billing system. However, the online manage your account page is a separate item. We do value our readers feedback and we record all feedback to improve our services and customer experience. In this case, it has been noted that the online renewal rate and the hard copy billing rate does not match. The online information gives the current payment amount vs. the hard copy billing, which gives the next renewal rates. This is being addressed. Please let me know if you have any further questions or concerns.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) While I agree with what was said in the first paragraph and I am happy for acknowledgment of problems with the online account payment/management system; I am unable to accept the response until the problems are fixed. I will not subscribe to the Bee until I can trust my credit card will only be debited for what I selected and received a receipt for. Also, it should be stated upfront what the subscription expiration date is and not changed later. If I pay for 13 weeks, I expect 13 weeks. I do see mention in fine print of additional charges for holidays, but am unclear of any other mandatory service fees. For example, is digital access an option? It seems to be just an added-in cost. I received the promotional offer of $39 for 13 weeks I was shorted days because apparently the system thought I should have paid for services equalling $43.99. When I receive a renewal I would like to know all the options, not just have it preselected. Do you have a disclosed price sheet for services?

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Sacramento Bee is using intimidation and scare tactics to demand money from my uncle & grandmother that is not due to them. I am disputing the claim of an outstanding balance of $61.07 on ***** ******'s account #XXXXXXXX which has been sent to collections JMC#XXXXXXX. ***** ****** is my grandmother. I cancelled her account and paid off a previous past due amount when she entered the hospital early last year. In ****** of 2012, I started a new subscription to be delivered to her in a medical care facility. I started that subscription by sending a letter & check to The Sac Bee with explicit instructions on where to deliver the paper & where to send bills. For 3 weeks, they delivered the paper to the billing address in lieu of the delivery address, even though we kept calling to get them to stop. This was corrected eventually. The terms of the subscription were 13 weeks for $39. At the end of July, Don Schultz, an employee of The Sac Bee called, harassed & threatened my uncle and tried to do the same to my grandmother, but the medical facility blocked him. After yelling at my uncle & making several threats that they had never been paid & were coming after him if he didn't come to the office in person with money immediately, my uncle was scared into paying him $78 on his credit card. Once my uncle told me what happened, I verified that $78 was the listed rate for 26 weeks & I spent numerous hours on 8/3/12 on the phone with several people at the Bee to demand an answer for what was done to my uncle and grandmother since the account was neither delinquent nor due yet and the actions of their employee were completely inappropriate. I spoke to **** (employee #1916), customer service department manager ***** & finally retention manager ***** Nutter who acknowledged the belligerent employee and a history of complaints about him, apologized for his actions, acknowledged that the account was neither delinquent or due yet, and promised to take appropriate measures to make sure it would not happen again. I asked each person that I spoke to at The Bee to verify that the $78 credit was posted to the account for the continuation of the delivery because I was not yet convinced that it wasn't a form of fraud, and while ***** ****** confirmed that it wasn't fraud and would get credited, each person said they did not have access to the account information and could not confirm the account was credited. They did confirm that my initial subscription request was started on 6/4/12 and expired on 8/31/12. My uncle confirmed with his bank that the credit card charge had cleared for payment of $78 to The Sacramento Bee. 26 weeks from 8/31/12 extends through 2/28/13, so the subscription should still be paid and current to this day. But The Bee started calling my uncle repeatedly to renew in late November and into December. He told them the account should still be current, but they said the subscription was over and he had to pay, so he told them we would not be renewing. The end of November would be 13 weeks from 8/31, but the rate was not $78 for 13 weeks, it's $39 for 13 weeks and $78 for 26 weeks. The renewal rates have increased in 2013, but it is only $48 for 13 weeks as of today per their website, not $78. Last week, ****** from The Bee called & showed up at my Grandmother's medical facility. When they would not allow her access to my Grandmother, she told the facility that ***** ******'s family wasn't paying her bills anymore & she needed to tell *****. The facility is aware that isn't true, turned her away, and notified us of her calls & visits. The same week, my uncle received a collections notice in the mail. I know The Bee has a policy of delivering after your subscription ends and trying to force collection, I experienced it 20 years ago when I lived there, but my uncle told them we were not renewing at the beginning of December, our account should be current through February 2013 based on what we paid previously, and they actually owe us since they stopped delivering in mid-December.

Desired Settlement: All past due claims or collections credited and the account closed and no further attempts to contact my uncle or grandmother by any employee of The Sacramento Bee.

Business Response: Business' Initial Response
Ms. ******'s account started 5/24/12. The account was paid on 7/30/12 for $78.00 for 26 weeks. The account was paid until 11/22/12. Ms. ****** mentions the collector, *** *******. He is the one who took the payment. He is a contracted collector who works under the Retention Manager (****** ******), but he is not an employee. In any case, Mr. ******* should not be threatening any customer. I have also passed along this BBB information to Mr. ****** for his records. I am a little confused on the start date mentioned of 6/4/12. I attempted to call Ms. ******. I left a message for her to contact me directly so we can resolve this issue. In the meantime, I show one of our VIP agents has processed an adjustment as of 1/25/13. The account has been extended to 5/7/13. However, there is a future stop date on the account for 2/28/13. In the message I left for Ms. ******, I advised her of this information and I have notated her account. When I hear back from Ms. ******, I will confirm the stop date or adjust it to 5/7/13 if requested. Please let me know if you have any further questions or concerns.

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

2/18/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased 4 subscriptions to the Sunday newspaper with a special promotion in April 2012 for a year and SacBee terminated my services in 6 months. I purchased 4 subscriptions to the Sunday newspaper with a special promotion in April 2012 for a year. SacBee terminated my services in 6 months due to me not renewing my services. I called customer services after I recieved the second renewal letter and the lady informed me that the promotion code was only valid for 6 months. I told her that my confirmation states that I purchased 4 subscriptions for one year and it's considered Fraud if they terminated my services because I've already purchased a years worth. She put me on hold and came back on the phone and state that the issue was taken care and I should be able to continue receiving my newspaper without interruptions. After this, I started receiving mutliple calls daily from SacBee regarding renewing my subscriptions. Early December 2012, my services was terminated and I called customer services and spoke with a staff named ***** and a supervisor by the name of ******* regarding my subscriptions. ***** kept reiterating that my services was terminated and I would need to renew to continue receiving my papers which was very frustrating because he was not willing to listen to my explanations. I asked for a supervisor multiple times and finally got ******* on the phone. I informed both staff that it is FRAUD if SacBee terminates my subscription before it's supposed to end especially when I paid of a year. ******* told me that I needed to send my confirmation to *****@sacbee.com, which I did and received the following email: SACB VIP Service Team <*****@sacbee.com> (sent by *****@sacbee.com) 12/16/12 Thank you for your email. You are absolutely correct. The offer you were put on was entered incorrectly. I have resumed your paper for next Sunday and you are now paid up until 5/5/13. Please let me know if I can be of further assistance. Thank you, ***** ****** -------------------------------------------------- "My Confirmation" ORDER NUM: XXXXX ITEMS ORDERED: promo/offer code: ******** 4 - Get The Bee Sunday Only Home Delivery-81% OFF! 1 Year for $79.96 TOTAL: .......... $79.96 Your card will be charged $79.96. After communicating with SacBee via phone and email, I thought the issue was taken care of but No it continued. I started receiving harrassment calls again regarding renewal fees which got me very upset. On top of that I was only getting one paper. I called the local office who delivers to my neighbor and asked him why I was only getting only one copy for the last two weeks. *** informed me that SacBee only have me down for 1 paper not 4 and I needed to contact SacBee. I emailed SacBee again on 12/31/12 and have not heard back regarding my subscription. SacBee should not be able to continue to provide promotion codes if they do not honor it. It's wrong for them to take my money and other consumer's money and do not give us the correct products we paid for.

Desired Settlement: I want this issue to be taken care of immediately and get it correct this time without receiving harrassment calls for renewal. I would like my services to be resumed as normal with 4 Sunday papers that I've already PAID for in FULL for a years worth. Also, for SacBee to extend my subscriptions for an additional two weeks for the two weeks that they only sent one paper to me and having to continuously deal with this issue. If they cannot do this, I would like my FULL REFUND that I paid for and they can terminate my service.

Business Response: Business' Initial Response
Customer contacted our VIP department on 1/1/13. The account was restarted in error with 1 Sunday paper. As of this Sunday 1/6/13, the account has been corrected and the customer will receive 4 Sunday papers again. I apologize for the representative's error. There was an adjustment placed on the account on 12/16/12. Currently, the account shows an expiration date of 4/14/13. If there are any further inquiries about the expiration date and/or credits, I would be more than happy to help the ****** residence. Also, our VIP department can be reached at XXX-XXX-XXXX to assist as well. Please feel free to contact me if you have any further questions or concerns.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I do not agreed with SacBee. If they have corrected my account on 12/16/12 as they stated then I would have continue recieving the amount of newspapers I paid for (which is 4 per Sunday)and would not have contacted my local delivery man ****** on Sunday, 12/30/12 asking why I haven't been getting my 4 copies of papers the past two weeks and file this compliant. In addition, it is obvious that the issue is still not taken care of because here SacBee states that currently my account expired on 4/14/13 when they responded via email stating it's been extended/paid in full up to 5/5/13. SACB VIP Service Team <*****@sacbee.com> (sent by *****@sacbee.com) 12/16/12 Thank you for your email. You are absolutely correct. The offer you were put on was entered incorrectly. I have resumed your paper for next Sunday and you are now paid up until 5/5/13. Please let me know if I can be of further assistance. Thank you, ****** ****** ----------------------------------------------- SacBee is still contradicting themselves regarding my account and I strongly feel there is still errors going on here and I would like to be compensated for the two weeks that I only recieved one copy of the paper and not four like i have paid for. In addition, I would like them to correct my account and make it reflect on their end that my account was paid/extended to 5/5/13 when calling and emailing them back on 12/16/12.

Business' Final Response
Original response sent on 1/14/13 at 1:15pm. Customer's account was handled and updated by a VIP representative on 1/6/13. When the start was processed on 12/23/12, it was processed with only 1 paper instead of four. I do apologize for the error and the inconvenience. The account was also adjusted to cover the appropriate paid through date of 5/5/13. Please let me know if you have any further questions or concerns.

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

2/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Sacramento Bee sent me to collections for a subscription renewal I did not ask for. Automatic renewal of subscription and charges without customer's consent. Telemarketers keep auto-dialing and hanging up. I purchased a Groupon deal in September of 2011 when we oringinally got stationed at Beale AFB, it was for a 52 week Sunday subscription. Last week I received a collection notice saying that I owe them $25. being as confused as I am, I contacted a representative online last night and received this response this morning 01-25-12: Thank you for contacting The Sacramento Bee. The collection notice you received was for newspapers delivered from September 09, 2012 to December 08, 2012. Please be informed that we do have a policy stating that we will continue to deliver the papers for another 90 days from the expiration date of the subscription which was September 09, 2012 unless the customer calls in to cancel. This policy is stated in the renewal notices we sent to you on September 20, 2012 and November 01, 2012. You can make a payment on the account by mailing it in with the notice, going to www.sacbee.com/account or calling us at XXX-XXX-XXXX. We would love to invite you back to The Bee. Log on to www.sacbee.com/subscribe to take advantage of online specials for delivery. Thank you for reading The Sacramento Bee. Sincerely, *****/XXXXXXXX Interactive Services Representative Sacramento Bee *****@sacbee.com So I am expected to know the policy 9 DAYS AFTER my subscription has expired. I am completely in shock and dissapointed in the Sacramento Bee. Being a military family, I subscribed to this newspaper to save my family money with coupons, now that is being counter-acted by paying for this extra weeks i NEVER asked for. I did not renew. They kept sending papers for a while and I assumed they were just lagging in communicating to the delivery person. This should be a criminal business practice. I don't know how they can send me more papers than I signed up for and think they can charge me for it and threaten me with collections. This amounts to thievery and harassment. If I had seen these complaints I would have NEVER subscribed to this paper. If I do not hear back from Sac Bee soon, I will end up paying my $25 owed so my credit is not damaged over something I never asked for, but then will continue to find a person to answer why they are doing this along with letting all the military come in to beware of their practices until this comes to a fair conclusion.

Desired Settlement: If I do not hear back in a reasonable amount of time, I will pay my $25 in fear of hurting my credit. If I have paid my money, I would like a full refund for something I never asked for. If I hear back quickly and did not make a payment yet, I would expect that the charges be dropped immediately and all collections information dropped as well.

Business Response: Business' Initial Response
Ms. ******'s account was started 10/23/11. A payment was posted for 52 weeks for $39.98. The original expiration date on the account was 10/21/12. However, during the 52 weeks, we had 7 holiday premium papers that were delivered. Each holiday premium has a premium charge of $1.00. When the holiday charges are applied, the account is shortened by $1.00. This disclaimer is notated on all invoices, renewals, sales promotional material and email notifications. In this case, Ms. ******'s account was shortened to a new expiration date of 9/9/12. Prior to the expiration date, we sent a renewal notice on 8/6/12 and two other renewals on 9/20/12 & 11/1/12. Since we do not stop accounts automatically, we allow a 90 grace period to send in a renewal payment. These renewal notices also state that the paper will continue unless The Bee is notified otherwise. On 12/8/12, the account was stopped for non-payment. This is how the $26.00 past due was accumulated. I have called and left a message for Ms. ****** to notify her that the amount due has been cleared from her account. The account will be at a zero balance as of 2/2/13 and there will be no further collections calls or letters. We do not report a past due balance to a credit bureau and this will not appear on her credit report. Please let me know if you have any further questions or concerns.

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

2/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was given a 6 months rate for 7/21-1/21/13 and it was not honored, instead when I cancelled on 1/5/13 I was sent a bill. The invoice has no details. On 10/11/1 I spoke to ******* N103 to cancel my subscription and was given a 6 month rate of $52, which I paid, to cover 7/21/12-1/21/13. When I called on 1/5/13 to cancel I was subsequently sent an invoice for $20.13 which included NO details of what this was to cover. When I called to inquire about this I was told different dates and other "extra" papers were sent to me. They have not made any motions to mediate this matter and insist on my owing this amount.

Desired Settlement: I want the $20.13 alleged balance due to be put to $0. and I do not want this reported to any credit agency.

Business Response: Business' Initial Response
Ms. ******'s account was cleared on 1/18/13 by a Customer Service representative. The account was started has been active for several years. Recently on 7/13/12, Ms. ****** had her subscription moved to a new address. At this time, the account was paid until 7/21/12. There was a payment of $52.00 posted on 10/16/12. This updated the expiration date to 12/1/12. The account was stopped on 1/6/13 with remarks that customer is cutting back on expenses. At the time of the cancellation, there was an amount showing of $20.11 past due. This was from the time frame of 12/1/12-1/6/13. I understand there was some confusion on the rates and the expiration date. This was all notated on Ms. ******'s account. Since the account was cleared and the notations were processed, Ms.******'s account is at a zero balance. There should not be any further calls or letter notifications to the customer. Please let me know if you have any further questions or concerns.

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

2/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged for a service that I canceled on several occasions. I started my subscription with Sacramento Bee through a Groupon.com gift certificate good for a year weekend subscription through the Sacramento Bee. It was prepaid and entitled me to the following: For $52, you get a 52-week subscription (a $182 total value) from the Sacramento Bee. After the first month I was contacted by the Sacramento Bee for payment of my 1 year of services. I asked the representative why I was being charged by the Sacramento Bee since I had purchased a Groupon for the amount of one year. He apologized after he confirmed my Groupon and wished me luck on my subscription. One week passed and I receive another phone call regarding the same payment required for my subscription once again. I then again explained my situation and again the problem seemed to be resolved. For the next two following weeks I received similar phone calls. I asked both of the representatives to then cancel my subscription at the end of my one year prepaid service and that I was highly dissatisfied with their service and subscription. Two weeks later in October a credit collector company began contacting me regarding money owed on my Sacramento Bee account. I received 18 documented phone calls from the company until I they received an e-mail from Groupon verifying my purchase. At the end of August 2012 I contacted the Sacramento Bee to assure that subscription had been canceled. The newspaper continued to show up at my house. I contacted them again to reinforce my cancelling of the paper. I then continued to receive phone calls about money I owed for the "renewal." I kindly informed them that I had not renewed and quite the opposite that I had canceled the subscription several times and yet it was still being delivered. In October of 2012 I spoke with a credit agency that again was calling me on my Sacramento Bee account and I explained the reason I did not owe them money. They understood my situation and based on my documentation they acknowledged that I did not owe the Sacramento Bee money. I thought the issue was resolved. I now find that today 1/27/13 in my mail box that I have been reported to a debt collections agency called Joseph, Mann & Creed via mail. You can imagine my frustration as I thought that this subject had been put to rest. I cannot tell you how horrible of an experience this has been for me and my family. Never have I had such a terrible time with a company that cannot keep their accounting, delivery, or customer service department in order. This letter shall serve as my dispute.

Desired Settlement: Removal of fees that were improperly charged in the amount of $12.67 and reversal of any negative reports to my credit rating. I believe I should also be compensated for my time since this issue has caused me undue stress and over 20 hours of my personal time.

Business Response: Business' Initial Response
Mr. ****** originally started a subscription on 7/29/11. It was purchased from a Groupon offer for Friday-Sunday delivery. The certification number received (XXXXXXXX) was incorrect. The paper continues on a 90 day grace period and then was stopped for non-payment. Unfortunately, with the incorrect certification code, the account could not be adjusted with the Groupon payment. On 11/1/11, the account was restarted for Friday 11/4/11. The correct certification number was provided and the payment was adjusted to the account. At the same time, 11/1/11, the customer service representative entered a note stating Mr. ****** claims there were no papers delivered in mid-September XXXX - XX/27/11. During this time, there are no complaints registered on Mr. ******'s account. The representative entered the note and made an adjustment on the account for the missing papers. Our records indicate the account expired on 9/8/12. However, since we do not stop accounts on the expiration date, the delivery continued on the 90 day grace period. During this 90 days, we mailed out 3 renewals (9/13/12, 11/1/12, & 11/11/12). It is my understanding that Mr. ****** did not want to continue the delivery and he claims he spoke with a few people to have the account stopped. As of 12/7/12, the account was stopped. On Monday 1/28/13, Mr. ****** contacted our VIP line to express his frustration and request that the account be cleared. As of today, 1/29/13, the account is at a zero balance and the retention department has been contacted to cancel any further notifications of past due billing. We do apologize for the inconvenience. Please let me know if you have any further questions or concerns.

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

1/28/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Wet paper not replaced the same day On Friday December 21st my paper was delivered exposed to the elements on a day that was forecast to rain. When calling the paper at 11:15 AM no option to talk to live person and they say that they can't deliver paper today but will yesterday. I understand that the Bee is having a hard time but cutting customer service is not the answer. The paper should have been wrapped in plastic or delivered out of the rain to begin with and when the Bee failed to do so they should make it right the same day.

Desired Settlement: Change your business practices.

Business Response: Business' Initial Response
Mr. ******'s complaint was registered on 12/21/12 at 11:16am. The complaint was for a wet paper. We apologize for the delivery and we have relayed this information to the appropriate distributor and regional manager. Unfortunately, we were unable to deliver a replacement paper the same day. Our redelivery times end at 10:00am Monday-Saturday and 11:00am on Sundays. There has been a credit issued for the inconvenience and the next day redelivery. We do our best to service all customers. In this case, the delivery was not world class service. In reviewing Mr. ******'s account, we do not show this is an ongoing delivery issue. If the problem continues or happens in the future, we do encourage Mr. ****** to call us at X-XXX-XXX-XXXX. We will try our best to contact the distributor the same day to resolve the problem. Please let me know if you have any further questions.

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

1/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I renewed my subscription online for $39 + $6 tip. Received an email receipt for $45.00 but then my credit card was billed $72.74. On 11/11/12 I went online to renew my Sacramento Bee Subscription (I had received a renewal notice in the mail). I selected $39.00 for 13 weeks (prepaid) and added a $6.00 tip for the deliveryman. I received an email receipt for a total amount of $45.00. The Bee then billed my credit card $72.74, which I realized when I received my next credit card bill. I called the Bee on 12/10 and explained the situation. I do not understand or trust their response (something about changing the rate, but whether that's retroactive is totally unclear), but regardless the Bee 1) shouldn't display erroneous rates on its website 2) bill customers for an amount different from what the website and receipt say and 3) blame the customer when the whole system is set up so poorly and lacks transparency.

Desired Settlement: A clear explanation of what the person on the 12/10 phone call agreed to do.

Business Response: Business' Initial Response
Date: Wed, 23 Jan 2013 08:48:XX -XXXX Subject: Sacramento Bee Information From: *****@sacbee.com To: *****@outlook.com Hello Mr. ********- I received an email from the BBB in regards to your home delivery account. I understand you made a payment back in November 2012 and you spoke with a customer service representative on 12/10/12. I see your subscription was changed from the daily rate to a discounted rate of $3.00/week. Currently, your account is shows an expiration date of 5/25/13. I understand there was some confusion with the website rate vs. your renewal bill rate. From what I can see today, your account was updated to the promotional rate for 26 weeks (11/25/12-5/25/13). If this is not correct, please let me know. I would be more than happy to straighten out your account and make sure we agree to the correct expiration date. Thank you

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

1/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Carrier deliberate destruction of property by throwing paper directly at Christmas decoration from 35 feet away from driveway. Our carrier deliberately knocked down our Christmas decoration. I have this all on video. Last year, the same decoration was deliberately knocked down twice. I did not report it since nothing was damaged at the time but this time it knocked the head off of our lighted penguin. I do not want this carrier anywhere near our house. He or she should be terminated for this since this has been the third occurence. The first two incidents was bad enough, we should not have to deal with this types of issues. This year, I have lost my mother, my sister and my uncle and I am still grieving over the losts. I have been going through counseling and do not need any more stress in my life.

Desired Settlement: To ensure me that management has taking actions on the delivery person. I do not want this delivery person anywhere near our property. This person is very unprofessional, causing damage and destruction to property.

Business Response: Business' Initial Response
Customer's account was stopped on 12/18/12. Customer reported property damage on 12/15/12. The distributor was notified and a request to contact ****** ****** was processed. Our records indicate the distributor contacted the customer. Unfortunately, it was reported that the customer threatened the carrier and the account has since been stopped. This has also been given to the regional manager to follow up on the property damage reported on 12/15/12. If any further information is reported to our VIP number, I will be sure to follow up on it. At this time, it appears the paper has been stopped with no restart date. Please let me know if you have any further questions or concerns.

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

1/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my subscription on 9/30/12 with my last delivery being 10/7/12. Since then I have received NUMEROUS harrassing calls at all hours. Phone calls received from their cold call companies are EXTREMELY HARASSING. Since 11/1/12 I have received several calls a day (From 11/1 to 11/20 - have received over 16 calls) and some past 8:00PM. I cancelled my subsription and WILL NEVER EVER go back to the SACRAMENTO BEE after this. They need to remove me from their list as I have ASKED then too NUMEROUS TIMES.

Desired Settlement: QUIT calling or I will be contacting my attorney and filing a HARRASSMENT suite.

Business Response: Business' Initial Response
Our records indicate Ms. ******'s phone number was placed on the do not call list as of 11/13/12. This information ha been given to the Sales Manager to contact any vendor who ****** be calling to sell subscriptions. Ms. ******'s phone number should be removed from all existing calling files and any future calling files. I have sent an email to Ms. ****** to confirm the calls have stopped and to apologize for any inconvenience. Please feel free to contact me if you have any further questions or concerns. You can also notify our VIP department at XXX-XXX-XXXX.

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

1/14/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On X-X-XXXX On the Bee's Web site i purchased a 52-week subscription advertising for $149.76. An automatic confirmation message was received from the website acknowledging receipt of my credit card payment in the amount of $149.76. However when I checked my account on XX-X-XXXX it was discovered that instead of 52 weeks credit had only been extended for 26 weeks.

Desired Settlement: Fulfill their contract as advertised and credit my account fora full 52 weeks subscription.

Business Response: Business' Initial Response
Mr. ****** started a discounted subscription 9/1/11 for 52 weeks. He made the payment for 52 weeks. The first renewal was sent on 7/16/12 for the next billing cycle. This rate was at the regular rate since we do not offer back to back promotional rates automatically. On 8/1/12, Mr. ****** made another payment of $149.76 thinking this was for the same promotional offer for 52 weeks. However, the rate was actually for 26 weeks. I understand Mr. ****** went online and saw this as the renewal offer. In this case, I will be adjusting the account to reflect the full 52 week rate. The next billing cycle will be at the regular rate. If Mr. ****** is interested in a discounted offer at the time of the next renewal, he is advised to contact The Bee and ask about the latest promotional rates. Our rates do change from time to time and the renewal bills automatically reflect the regular rate once the renewal bill is generated. Mr. ******'s account will be updated as of 11/16/12. Please let me know if you have any further questions or concerns.

Consumer's Final Response
am in receipt of your letter dated January 2, 2013. Apparently, you did not receive my letter dated November 21, 2012 with attachments; which was in response to your correspondence dated November 16, 2012. This package was forwarded to your office via the U.S. Postal Service. The entire package is being re- transmitted at this time as an attachment to this e-mail. Status of Complaint: Basically, my complaint requested a six (6) month extension of my newspaper subscription based upon payment options annotated on their web site. With your assistance, a 3 (three) month extension was obtained to ****** 2013. However, to completely fulfill their written (contractual) obligation, the subscription need to be extended another 3 (three) months to August 2013. If this done, this action will completely satisfy my complaint. Your time and assistance is sincerely appreciated.

Business' Final Response
Mr. ******'s subscription account has been updated to the correct expire date of 8/31/13. The change was made on 11/16/12, but a separate adjustment needed to be processed to honor the full 52 weeks. I apologize for any inconvenience. Please let me know if you have any further questions or concerns. Thank you.

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

1/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They sent my account to collections after I called them over and over again to cancel while they kept sending me the paper. Before my subscription ended I call and canceled. I then kept receiving the paper. I called again and canceled. I kept continuing to receive it after the subscription had ended. They sent a letter with the bill. I called again and told them i had already canceled. They said the amount would be removed. I have now received a letter for a collection agency.

Desired Settlement: I want the debt removed and i don't want my until now perfect credit score damaged. I also want other to know they shouldn't buy this paper because of what they have done.

Business Response: Business' Initial Response
Mr. ******'s account originally started on 2/7/12. The payment was made for 13 weeks. A renewal payment was made in ****** 2012 for another 13 weeks of delivery. At this time, the account was set to expire on 8/12/12. Since we do not stop accounts automatically on the expiration date, we sent out 3 renewals to Mr. ****** (7/9/12, 8/23/12 and 10/1/12). Our policy is to continue delivery on a 90 grace period before stopping the account. In this case, our records indicate the account was stopped on 11/10/12. I understand Mr. ****** claims he contacted us to have the subscription stopped and it was not honored. This should have been resolved on the first call. I apologize for the inconvenience and please note that the account has been resolved. On 1/2/13, Mr. ****** spoke with a Customer Service representative. The account was notated and adjusted to a zero balance. We do not report subscription accounts to a credit agency. This will not reflect negatively on Mr. ******'s credit. He will not receive any further notifications regarding a balance. Please let me know if you need any further information on this account.

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

1/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased and redeemed a Groupon (pre-paid subscription) in 2011 and then in 2012 The Sac Bee billed me for $20.02. I received a letter from the Sacramento Bee with the words "PAYMENT DUE" visible from the outside of the envelope in large bold type so I opened it and it was a letter stating that I owed them $20.02. I figured it was mistake since this was a pre-paid subscription. When I called to inquire I was told that subscriptions continue unless they are contacted to cancel. I informed them that information was not disclosed to me until just then and I was then told that the statements that they have been sending me contained the wording "your newspaper delivery will continue unless The Bee is notified otherwise". Honestly, I never even opened a statement from them until I could see the "PAYMENT DUE" text. If I pre-paid for a subscription, why would I open anything from them if I already knew I was not going to renew the subscription? I treated previous letters as junk mail and threw them away unopened. These are incredibly shady business practices. I also want to mention that this "statement" is located at the bottom of their letter (on the stub portion) and is substantially smaller font than the rest of the letter.

Desired Settlement: I would like a credit on my account, leaving me with a zero balance. I would also like a letter stating that they have removed any negative reporting to my credit report.

Business Response: Business' Initial Response
Customer was started on 1/30/11 for Sunday only delivery. Ms. ****** paid for 52 weeks off a Groupon offer. In this case, the holiday papers should have been included and there should not have been any money owing on the account. The account has been at a zero balance since 4/28/12. I will be emailing Ms. ****** a zero balance letter today 12/21/12 to honor her request. There will also be no negative effect on her credit since we do not report these accounts to a credit bureau. Please let me know if you have any further questions or concerns.

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

1/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my subscription, but they still charged my credit card even they told me that wouldn't after my cancellation was confirmed on 11/21/12. I cancelled my bee subscription, but I still got charged $8.39 for a bee subscription (without my consent or knowledge) that they had confirmed was cancelled on 11/21/12. They gave me the impression that it would only last the intended time period, but now they ambush me with the "fine print details" of my subscription that they didn't even bother to tell me about in the first place. Plus, when I called to cancel my subscription, I was assured that no more charges would be made to my credit credit after my cancellation took affect on 11/21/12. But lo and behold, on 11/24/12 they charged me again for a subscription that they had confirmed to be cancelled. Not to mention they're hard to reach (the website gives their e-mail address as a means to contact them, but I have never ever received a response from them this way and apparently, they don't even check it.) Completely dishonest and untrustworthy. And they still call me everyday trying to get me to renew the subscription I just ended. If I had known how much of a hassle it was going to be, I would never have signed up for a subscription in the first place. I would not recommend it to anyone who values an honest and trustworthy business.

Desired Settlement: I want the $8.39 charge to be withdrawn from credit card by 12/16/12 and no more additional charges to be made without my knowledge or consent. I don't want receive any calls or mail either.

Business Response: Business' Initial Response
Consumer States: Though I have not been contacted about this matter by the Sacramento Bee, the $8.39 charge has been removed from credit card and the constant calls have (finally!) stopped.

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

12/24/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Sacramento Bee has repeatedly failed to deliver my Sunday subscription. They were notified immediately of this mistake but failed to correct it. I currently have 2 subscriptions to the Sunday newspaper with Sacramento Bee. They have failed to deliver my Sunday subscription 5 times in a row on (09/29/12, 10/06/12, 10/13/12) only one subscription was delivered, while on (10/20/12, 10/27/12) absolutely nothing was delivered. I have called their customer service line immediately the following day of each event to have them correct the issue but still nothing has happened, and in fact it seems to be getting worst. It takes an average of 20 minutes each time to even get a hold of a representative. I have ran out of options as to how I can resolve this issue aside from filing a complaint with BBB. My name is ****** ****** and they look up my account by my number which is, XXX-XXX-XXXX.

Desired Settlement: I would like this issue to be immediately corrected and for my lost of time for being put on hold and filing complaints and for the loss coupons I should have accumulated from these subscriptions to save me money on my grocery and needed purchases, I believe i deserve at least 2 more added subscriptions per Sunday or 2 years of extended Sunday subscription.

Business Response: Business' Initial Response
I've spoken with the customer, ****** ******. The Bee has since improved delivery service to him, which includes 2 Sunday papers delivered each week. The Bee has provided credits to his account for 10 missed Sunday deliveries during October, and has also extended his subscription term for an additional 3 months. He has agreed to this resolution.

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

12/14/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Sac Bee forced my to pay $21.12 for services I did not agree to in order to clear my credit report. The Sac Bee has a policy to continue delivering papers to customers who do not renew their subscriptions. I did not renew my subscription because I did not want their product any longer. They continued to deliver and solicit me, but I did not renew. They then billed me and stated it is my fault because I did not tell them to stop. It is my understanding that choosing not to renew is the clearest communication I can make. I thought this was a contract - I paid for the period I agreed to. They chose to send papers beyond that period - and they never clarified their actions to me. The Bee said "there is a note about this on your bill." Apparently, it is small print again. Seems like deceptive practices, as this part of our contract was never made clear. This seems to be an illegal and unfair business practice. In good faith, I agreed to receive their paper for the period I paid. That is what I agreed to. They then force me to pay for papers I did not want, nor agreed to purchase in an effort to keep my credit report clean. How many people are forced into paying for papers they never wanted because of this practice? This is like predatory lending - big business abusing the consumer because they can. I did not agree to buy those papers when I chose not to renew my subscription. After all - it is a subscription - I have to subscribe. I did not subscribe!!! But to protect my credit, I was forced to pay for them. The only accommodation the Sacramento Bee was willing to make was only charge me $21.12, instead of the 42.24 they were seeking. I felt forced to do this to clear my credit - although, I would love to file a class action law suit. I believe this is an unfair practice. You cannot enforce a subscription to a consumer that did not subscribe. You need to take action.

Desired Settlement: I am seeking a full refund of the $21.12. A formal apology. A clear admittal of fault. Having this collection issue struck from my records. And I want the company to be force to eliminate this business practice - or be forced to take extensive steps to inform all subscribers of this policy if they intend to keep it. This includes verbal notification at the time of subscription - and when they begin pursuing payment after the end of a subscription period. This policy is something they are choosing to do - and it flies in the face of what a subscription is supposed to mean. They are using predatory practices to strong arm customers into paying of papers they never intended to buy. This is illegal and immoral.

Business Response: Business' Initial Response
Mr. ****** has been a subscriber since 2009. Prior to each expiration date, The Bee sends out a renewal bill 4 weeks in advance to allow time to cancel the delivery, pay the account or make any changes. In this case, Mr.****** has started and stopped the subscription on 2 separate occasions. The last payment made was on 8/5/11 for 52 weeks. Since we allow a 90 day grace period, the paper continued without interruption. The original expiration date was 6/12/11. If we stopped the account on the expiration date, Mr. ******'s would not have received his papers for those 2 months. The payment on 8/5/11, paid the account through 6/1/12. Prior to the 6/1/12 date, The Bee sent out a renewal notice on 4/28/12. A second renewal on 6/11/12 & a third renewal on 7/19/12. Unfortunately, there were no notes or transactions to indicate he wanted the paper stopped on the expiration date. On 10/16/12, Mr. ****** agreed to pay half the balance owing and customer service representative agreed to write off half the balance. This process was done and cleared on 10/16/12. Mr. ******'s account is at a zero balance. Please let me know if you have any questions.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this because the Sacramento Bee has made a business decision to continue delivering papers once a contract period expires. I agreed to and paid for the contract period. I had no need to entertain (open and read) their notices because I had zero interest in their services. Had I been, I would have renewed my contract. Their reasoning for continuing service is pretty much an admission of guilt. "If we stopped the account on the expiration date, Mr. ******'s would not have received his papers for those 2 months." They are projecting ownership on me. They were not MY PAPERS. I did not want them and I will not allow them to project false ownership on me. My decision NOT TO RENEW is an inarguable fact and admission that I DID NOT WANT anymore papers. Why would the BBB ask me if this response is acceptable - it is an admission of guilt for the complaint I have lodged against them. Secondly, the Sacramento Bee was notified at the time of my payment - and in my email to them - that my payment was not an agreement to this situation. It was a forced response to what I believe is an illegal action that put my credit at risk. Since I am looking to refinance my home, I need to maintain my 800 FICA score. As a consumer, I realize that the burden of proof is on me and getting a business to clear their error from a credit report is almost impossible. Where is "Consumer Protection". This is CA - the Heaven for Democrats. So where are the Government regulations that are supposed to protect me from this type of abuse. Abuse where consumers are held accountable for services that an unethical company decided to extend because is make them more money. Abuse where they get to dictate that consumers have to pay for their sub-par product even though no contractual agreement is in place. They knew I was out of contract - but they kept delivering because they knew no one was out their to hold them accountable. I don't get it. These are simple facts. To get the paper - I have to make a contractual agreement. That agreement is for a specified period of time. I paid up-front and in-full for the period of time I wanted. FACT They chose to continue sending papers (they chose). FACT I delivered papers when I was a kid - and I have subscribed to countless publications. This is the only company that has ever perpetrated such an unethical, immoral, deceptive, and predatory practice. Where is a consumer supposed to go to get protection from this abuse?

Business' Final Response
As previously shared, Mr. ****** has been a subscriber since 2009 and since that time our subscription information has not changed - we communicate through subscription order forms and ongoing invoices that subscriptions will continue until we're contacted. In addition, we provide a grace period for customers to renew their subscription. We believe the initial resolution on this matter was fair to both parties with Mr. ****** agreeing to pay half the balance owing and The Bee credited the remaining half. Two days later, he contacted our customer service department and communicated that he didn't want to renew the subscripton. In the interest of concluding this matter, we will process a refund of $21.12 to Mr. ******. Please let us know if this is acceptable.

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

12/12/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: 3rd time Sunday paper thrown in ravine.new paper not delivered to house as suggested,paper left up on hill where it was not seen. 3rd time Sunday paper was thrown in ravine,3 times I complained to Sac Bee,no return call. New paper was to be delivered to my house so I would know when it was delivered,instead they left paper up on a hill that is not visible unless I walk about 300' up the hill. Found the paper at 12:30 when I came home from an errand.

Desired Settlement: I would like the Sac bee to acknowledge their lack of control of the delivery people and to contact me about delivering my paper in a proper manner. Also the number of a person I can contact , in the delivery group if this and other problems arise. I use to have the number of the delivery person who was in charge of delivering papers to my area. this would be more effective.

Business Response: Business' Initial Response
Mr. ****** has had a subscription for many years. Recently, he has been calling our customer service department to report service issues. Mr. ****** requests his paper be delivered in the driveway. He claims it has been left in the ditch in the ravine. he also has recent complaints with not receiving a paper and/or getting a wet paper. I called Mr. ****** today 10/30/12. He was unavailable. I left him a voicemail with my information and the distributor's information as he requested in this case. This has also been given to the distributor and regional manager for immediate follow up on the service. I am also asking for a follow up from the distributor on Mr. ******'s delivery. Please let me know if you have any further questions or concerns.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I returned ******'s call, and she apologized for the lack of good service,and said that the distributor would follow up with a visit or telephone call. Neither has happened.

Business' Final Response
I contacted Mr. ****** by phone today (12/5/12) to follow-up on his service concerns. He reported his service is now fine and this has been resolved.

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

12/4/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We were billed for newspaper delivery we didn't request after our subscription ran out. A Final Notice has been sent. We originally subscribed to the Sacramento Bee "Sunday Only Plus Delivery" for 52 weeks on 8/25/11, Account Number XXXXXXXX for $39.98 paid by check, the subscription to run from 9/18/11 to 9/16/12. We received a renewal notice dated 7/9/12. There was no date listed in the space after "Renewal Due:", just "Due Upon Receipt". Since we thought our subscription ran until mid-Sept., we took no action. We received another notice in Aug. and ignored this as well. The "Third Notice" was dated 9/24/11. We decided not to renew and called the Bee 10/7/12 to cancel. At this point we had only received a couple of papers past the presumed expiration date. We were informed that the Bee continues to send papers after the subscription has expired, even if it has not been renewed, and does so until they are contacted and told to cancel, and that the Bee "adjusts" the expiration date for each holiday edition delivered. When we originally subscribed, we were told there would be no holiday deliveries. This information was included on the renewal notices in very fine print. Our last delivery was 10/7/12. We received a "Final Notice" dated 10/17/12 with $15.40 due, which, based on the Bee's price list, is 10 weeks worth. Apparently, our 52 week subscription starting mid-Sept., 2011 ended 8/5/12 due to holiday deliveries "adjustments". I don't mind the early expiration, but I think the Bee's practice of charging for unrequested papers delivered after the subscription has ended is deceitful and probably illegal. I don't think that we should owe the Bee anything. I noticed on the BBB's website that numerous other people have filed complaints about the exact same practice by the Bee. I'm not the only one who didn't read the fine print.

Desired Settlement: I want the Sacramento Bee to waive the $15.40 billed on 10/17/12, due 10/31/12, on account XXXXXXXX.

Business Response: Business' Initial Response
Ms. ****** was subscribing to a Sunday only subscription at the price of $39.98 annually. This cost does not include holiday premium deliveries during her subscription timeframe. Our policy is also to provide a grace period of 90 days for delinquent accounts. These two components adjusted her expiration date and resulted in the delinquent amount owing. Her 90 day grace period expired on 8/5/12 which stopped here subscription. Per Ms. ******'s request, her account has been cleared of any balance due as of 10/26/12.

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

11/28/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Have asked repeatedly to receive Sunday papers that we paid for at their coupon seminar. We attended SacBee's extreme couponing seminar and subscribed to 2 Sunday papers to get 2 sets of coupons. They recommended 4 papers, but we settled on 2 subscriptions. Since our subscription started we have not receives the paper with any regularity. Sometimes we never get it at all. Then we have to call. Then call again. And again. Over and over. Every time they tell us that they will handle it. This past Sunday we received just one paper. I'm tired of calling. I want a refund.

Desired Settlement: This week I received one of two papers I have subscribed to. I want what I paid for. If that's not possible, I want a refund.

Business Response: Business' Initial Response
Ms. ****** had several complaints and messages registered in August and September 2012. I have emailed Ms. ****** to follow up on the recent activity and ensure the delivery has improved. I have included our VIP department's number to call if the service continues to be inconsistent. I tried to call the number on the account, but there was no answer and no voicemail to leave a message. As a follow up, I have sent this information to the distributor as a reminder to continue good service. Please let me know if you have any further questions or concerns.

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

11/28/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Improper Billing practice We received a special rate if we subscribed to Automatic Debit of a discounted rate of $20 a year for the Sunday only newspaper. We were told that our subscription expired 90 days ago and they asked us to pay $20 for 12 Sunday deliveries. They told us that they were start the Sunday newspaper for a special rate of $20 for a year again if we made our account current. So now instead of paying the originally agreed $20 for a year, we are now paying $40 for a year. I told them that I would only pay the $20 for a full year and not pay $20 for the past 12 deliveries. I will not renew unless they agree to our original arrangement of $20 for a full year and I am not going to pay for $20 for 12 weeks of previous deliveries. My wife and I both receive multiple phone calls throughout the day requesting for me to renew the newspaper and we are also afraid that they are going to send us to a collection agency which we will then receive more phone calls.

Desired Settlement: Void the past billing of $20 for 12 weeks. Agree to a full year of Sunday subscription for $20.

Business Response: Business' Initial Response
Mr. ******'s account originally started 3/21/10 with a promotional offer of $19.99 for 52 weeks. At the end of the promotion, the Sunday delivery continued at the regular rate. There was a first renewal sent out about 4 weeks prior to the expirtation date. This allows time for the customer to call and make a payment, cancel service or change the delivery. In this case, Mr. ******'s account continued after the expiration date. On 4/10/11, one of our retention collectors contacted the ****** residence to collect payment for the renewal on the aubscription. There was a payment made for $19.99 for another 52 weeks. Unfortunately, I can see on the account that the payment was posted incorrectly. This is what caused the account to show an amount past due. I have corrected the account and it is now at a zero balance. Mr. ****** should not receive any further phone calls or letters stating there is a past due amount on his account. I have also entered a notation on his account if he calls our Customer Service department to restart at any time. Please let me know if you have any further questions or concerns. Thank you.

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

11/16/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sacramento Bee advertizing (I think) keeps calling and hanging up, call back goes to a voicemail box or says to hold. Left a msg to stop calling. After digging the internet to try and find out who owns a phone number that calls all the time and just hangs up, call goes to voice mail or you get put on hold and they never pick up. I have left messages asking them repeatedly to stop calling my number and have gotten nowhere. I see on phone call complain internet sites (like whocallsme.com), I surely am not the only one, but I need for this to stop. My wife is ill and these calls are too much. I have calls from numerous different place from within the Sacramento Bee, they have marketing teams to call and constantly try to sell you something, even after asking so many times for them to stop calling. The number that calls is from a Folsom number (916) 365-9179. I have added my phone to the do not call list over a year ago, and recently did it again just because of this number just hanging up when you pick it up.

Desired Settlement: If these calls don't stop, I will need to contact a lawyer to sue the Sacramento Bee. Something needs to be done, because so many other people have this issue. Here is a site to show it (just one of many) http://whocallsme.com/Phone-Number.aspx/9163659179 Suing them seems to be the only way for the Sacramento Bee to stop harassing my family and so many others. I had the Sacramento Bee well over a year ago, the subscription ran out, I moved, they tried to keep me as a customer, I didn't want it (specifically told them on the phone), they call saying I still have one, they called saying I owe money (I each and every time tell them I don't and leave me alone)..until this new number keeps calling and hanging up. This happens too much. I am guessing at least 3-4 times a week. I had a blacklist program on my phone that filtered that number out before having to get another phone...now it just keeps calling me, really interrupting my in my child's classroom, at home tending to my mentally ill wife, etc. Sick of it. Please help. I would like to sue them if that is what it takes. $300 court fee to take them to court...I just don't know who to sue.

Business Response: Business' Initial Response
Mr. ****** does not have an active account at this address. I do show an address on Madison Ave with this phone number. The account was stopped back on 4/19/12. And, the phone number was added to our do not call list on 10/19/12. I have emailed Mr. ****** to notify him that this information was given to our Sales manager. She will ensure his phone number is removed from all calling files. I also provided our VIP department's phone number in case Mr. ****** has any further inquiries. His account has been closed.

Consumer's Final Response
916-XXX-XXXX called yet again after I was supposedly added to their no call list. They leave no message.

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

11/12/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Charging my credit card for cancelled subscription following a telephone conversation where I refused to give them a credit card number. This is a copy of letter sent to The Bee on 10/15/12 Your Subscription Department is charging credit cards when specifically disallowed. To wit: 3/23/12 I subscribed to your paper at a discounted rate of $2.50 per week from 3/26 thru 5/31 as offered thru your promo code DM7DNSS 6/4/12 I received a call from "AJ" (ID#1121) to extend the subscription from 6/9/12 to 8/17/12 at the discounted rate. He requested credit card information, which I denied due to previous billing issues with The Bee. A bill was sent and paid. 8/15/12 Renewal notice was received. As previously instructed, the renewal was returned to the Bee marked "Please Cancel". 8/30/12 The paper continued to be delivered so I called The Bee and spoke with "Kate" and asked her why it was still coming. She responded that it was because I hadn't called to cancel. I reiterated to her what I had previously been told by The Bee "that you can't just call to cancel, you have to send in written notice." (see 8/15). She cancelled my subscription. 9/12/12 Received call from "Jane", who offered 10 weeks at reduced rate, but I declined due to financial difficulties. She said we could "just charge it", to which I replied "Absolutely not - I have had previous issues with The Bee's billing system before because they continued charging the card even though the subscription had been cancelled.". 9/25/12 Spoke with "Mike" who offered subscription at $25 rate if I could provide the Promo Code previously used in March, which I did. He requested credit card information but I ADAMANTLY denied due to previous billing issues with The Bee. He said 'fine", that he would send a bill and renew the subscription within 3-5 days. The bill came, and I scheduled it for payment 10/19. 10/15/12 While reviewing my credit card bill online, I see that I was charged $9.16 by The Bee on 9/21/12. I had no subscription with The Bee at that time. Additionally, I specifically stated that I would not use a credit card to renew any subscription. Your Subscription Department flagrantly disrespected my wishes, and completely ignored the conversation. This morning I called the 800 number to cancel my subscription, but after 20 minutes of hold music I had to hang up due to limited cell phone minutes. I have disputed the charge with my credit card company, and have cancelled the current subscription payment until this is resolved. Personally, I find this practice very distasteful, if not illegal, and would like to request that the charges be immediately reversed. I will also be sending a copy of this letter to the Better Business Bureau and my credit card company, as well as cautioning my friends and neighbors about The Bee's disreputable practices.

Desired Settlement: Refund of disallowed credit card charges.

Business Response: Business' Initial Response
Ms. ******'s has had an active account off and on for several years. The most recent start on 3/27/12 was for a 10 weeks offer for $25.00. A one time payment was posted on 3/26/12 and paid the account through 6/10/12. On 6/4/12, our records show Ms. ****** called our customer service department and the representative offered Ms. ****** the same rate for another 10 weeks. At this time, there was another one time payment of $25.00 from a Discover card. The account expired 8/16/12, however the subscription does not stop automatically. The stop date in our system shows 9/13/12. As noted, Ms. ****** claims she called our customer service 8/30/12 to stop her service. This was notated by the representative who took the call on 9/13/12. The representative on 9/13/12 processed the stop and processed an adjustment. There was a refund generated on 9/20/12 back to the credit card. I have called Ms. ****** to confirm the refund was received and this has been resolved. She was not available when I called. I left a voicemail with my name and direct number to call me. In the meantime, I do show Ms. ****** restarted her account on 9/27/12 and is currently an active customer. We also received a payment of $32.50 to pay her for 13 weeks. Please let me know if you have any further questions or concerns.

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

11/12/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Prepaid for a service that has a ending date and the company wants to charge me for papers I didn't request. There wasn't an automatic renewal clause I signed up for the Bee's Sunday Special in which I receive the Sunday paper and special holiday editions for one year. I signed up around late July or early August. I paid with a debit card. I received my paper the following Sunday. The papers stopped coming around late August and I said to myself, "Oh, my subscription has run out. I should call them and renew." Well before I called them, they called me asking to renew. I said okay since I wanted to renew anyway. Well that was shen I learned I had an outstanding balance of 20.02. I had not received a bill or notice of cancellation from Sacramento Bee since I started receiving the paper. I told the woman over the phone that I wasn't going to renew my subscription and pay them 20.02 for papers I didn't ask for or agree to pay for. Two days ago on October 23 I received a letter from a collection agency saying that I must have overlooked my payment. They want me to send a check made out to the Sacramento Bee for 20.02. When I call the Bee they claim to have extra call volume or their office isn't open. I would like the charges to be taken off and in addtion, I would like to file a class action lawsuit against this company for fradulent business practices.

Desired Settlement: The bill cleared. If not, participate in a class action lawsuit.

Business Response: Business' Initial Response
Ms. ****** started a Sunday only account on 8/7/11 for 52 weeks. She paid for 52 weeks. Prior to the expiration date, we sent a renewal notice. Unfortunately, we show noted on the account that the bill was returned. Then, went mailed out 2 more renewals on 6/21/12 and 7/30/12. The account was automatically stopped on 9/8/12. Again, we show the bills were returned. On 10/25/12, Ms. ****** called our customer service department and spoke with a representative. As of 10/25/12, the representative notated the account and processed an adjustment to clear the account. The account is at a zero balance and Ms. Brigdewater should not be receiving any further notifications by mail or by phone. I also spoke with Ms. ****** and she confirmed the account has been resolved. Please let me know if you have any further questions or concerns.

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

11/12/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Automatic renewal of subscription and charges without customer's consent. Telemarketers keep auto-dialing and hanging up. I called the Sacramento Bee to subscribe to a specific period of pre-paid Sunday Papers. I only did this for the coupons, which were often missing and I ended up rarely using them so when they sent me reminders that my subscription was ending, I did not renew. They kept sending papers for a while and I assumed they were just lagging in communicating to the delivery person. Then they started calling me to ask me if I wanted to renew and that they would give me a deal and that I just needed to pay my balance of $20.02. I told them I did not ask for more papers and should not owe anything. Then I got a bill saying I had a past due balance and that I had to pay in a few days or it would go to collections! I never received a bill before this, only warnings that they were going to stop sending me papers, which I was totally fine with! The company calling to get me to renew keeps autodialing and hanging up on me and I had to call their numbers twice telling them to put me on the do not call list. The reason I am coming her to complain is that when they kept calling, I googled the problem and found out they were charging people after their subscription ran out and realized they were doing the same thing to me. This should be a criminal business practice. I don't know how they can send me more papers than I signed up for and think they can charge me for it and threaten me with collections. This amounts to thievery and harassment. If I had seen these complaints I would have NEVER subscribed to this paper.

Desired Settlement: Reverse unauthorized charges on my account.

Business Response: Business' Initial Response
Ms. ****** started a Sunday only account on 9/11/11 and paid for 52 weeks. Prior to the expiration date, The Bee sent a renewal notice. On all renewals and invoices, we state the paper will continue automatically unless the Bee is notified otherwise. In this case, we mailed out 3 renewals notices ( 5/30/12, 7/12/12 & 8/20/12). Then, on 9/29/12, the account was stopped for non-payment. I understand Ms. ****** received several phone calls and explained to the caller(s) she did not want to continue after the promotional offer and she did not agree that she owed any money after the term she purchased. I have called Ms. ****** and left a message regarding her concerns. She was not home. I left her a voicemail with my information to contact me directly if she had any further questions. As of today, 10/30/12, Ms. ****** has a zero balance on her account and all collections efforts have been removed from calling and/or mailings.

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

11/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 13 week subscription. They've missed 6 weeks in a row. I called and keep getting told they'll look into it, with no call back regarding the issue. I am upset that I have prepaid for a service that isn't being rendered.

Desired Settlement: I would like someone to get my newspapers delivered as contracted and paid for!

Business Response: Business' Initial Response
Mr. ****** has been experiencing delivery problems since he moved to this address on 7/1/12. The distributor in the Stockton area has been notified several times regarding the improvement in service. We have a new regional manager who oversees this delivery area. Her name is ********* ********. She has confirmed that she spoke with Mr. ****** and the service will be improved immediately. ********* stated Mr. ****** received his paper this Sunday 8/19, however it was delivered later than usual. Mr. ******'s account will be monitored for the next 3-4 weeks to ensure delivery is resolved.

Consumer's Final Response
10:12-Consumer called to state he is still experiencing delivery issues and would like the case re-opened.

Business' Final Response
Mr.Pazzi and I spoke today. He had stopped his account back on 9/23/12 and a refund was generated on 9/28/12 for $26.00. Mr. Pazzi had not checked with his bank to follow up on the refund. He will do that today and notify me if there was a problem. I offered to have the daily paper delivered to him for 2 weeks complimentary for all the service issues he had over the last 4-5 months. He agreed and he appreciated the call. I will be notifying the distributor and the regional manager to ensure the 2 week free offer is honored. Mr. Pazzi will be calling me directly if he has any further concerns.

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

10/31/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Non receipt of Sunday paper June through September. Called weekly to paper. Requested refund. No refund yet. After receiving Sunday Sac Bee for about a year, we suddenly stopped receiving the paper end of June 2012. I called each week to advise no paper. Sac Bee apologized and promised paper. This went on until August 2012. At this time I requested refund of $104 paid for Sunday Sac Bee. Advised if I did not receive refund, would contact BBB. Received apology letter from Sac Bee and special offer of Sunday paper for 52 weeks for $19.95. Paid with cc over phone for Sunday service with promises that I would receive paper in spite of past non-delivery. As of today, 9/30/12, still no Sunday paper. No refund of $104.00. Will happily pay the $19.95 if I would actually receive paper on Sundays instead of empty promises.

Desired Settlement: I would like the promised refund of $104 for the Sunday paper I did not receive. I would happily not request a refund for the $19.95 I paid for 52 weeks of Sunday paper if I were to actually receive paper. I would like (1) Refund of $104.00 and (2) Actual delivery of Sunday paper for the $19.95 I have paid.

Business Response: Business' Initial Response
Ms. ****** started a subscription 1/22/12. She made 2 payments of $26.00 (one on 1/17/12 for 13 weeks and the other on 4/19/12 for 13 weeks). Then on 8/15/12, Ms. ****** made a payment of $104.00 for 52 weeks. According to Ms. ******, she started experiencing delivery problems in August 2012 and the beginning of September 2012. There are several complaints and messages that have been logged by our customer service representatives. Unfortunately, Ms. ****** decided to stop the Sunday delivery on 9/10/12. At this time, she requested a refund of the $104.00. Typically, refunds take about 2-3 weeks to get processed and mailed out to the customer. Our records show on 9/30/12, Ms. ****** restarted the Sunday delivery, which in turn, automatically kept the available refund of $104.00 on her account. This is a system generated process and the agent should have still requested the refund. I have called Ms. ****** and left a voicemail to call me directly. I have sent a refund request for the $104.00 to be processed this Friday 11/2/12. And, I will be following up to ensure the service issues have been resolved.

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

10/29/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I agreed to a reduced rate for the Bee. They renewed by subscription at an increased rate- against my wishes and then sent the bill to collections. Account XXXXXXXX I was VERY clear under what circumstance I would renew my subscription! I stated I would continue the paper for the reduced fee (now being adverstised at $2/week).

Desired Settlement: The Bee doesn't honor their oral agreements. I would like a refund for the difference. It is near impossible to get to speak to a live person regarding any type of problems. Their phone system is very automated. In addition, no one has any authority to make any decisions.

Business Response: Business' Initial Response
Customer started a daily subscription on 11/16/11. The rate was $39.00 for 13 weeks. Customer made a prepayment for the promotional rate, which expired on 2/9/12. Our policy is to send a renewal notice about 5 weeks prior to the expiration date. We sent the first renewal on 1/7/12 and the 2nd renewal on 2/20/12. On 3/5/12, Ms. ****** spoke with a Customer Service representative. She was offered to take the same promotion for another 13 weeks. Ms. ****** agreed and made another payment of $39.00 for 13 weeks. Since our policy is not to stop accounts on the expiration date, we again sent a first renewal 5 weeks prior to the expiration date. All notices state the paper will continue automatically at the regular rate unless The Bee is notified otherwise. In this case, we sent out 3 renewal notices before the paper was stopped for non-payment on 7/22/12. The amount past due was $61.08. The payment was received and posted on the account 9/7/12. Ms. ****** is asking for the difference between the regular rate and the promotional rate, which totals $22.08. This will have to go through our Accounting Department since the full $61.08 was already posted to the account. Please allow 2-3 weeks before a refund check can be issued. Please let me know if you have any further questions or concerns.

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

10/29/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I called in my vacation hold for 09/27/12 to 10/05/12, I was informed that due to "Policy Change" I could no longer have my subscription extended. The only options now are 1. to donate papers to the school program. 2. To have my papers held and delivered on the resume date. Neither which is acceptable to me. I consider this a breach of contract in as much as I am paid through July 11, 2013 with the understanding stated on the payment receipt which is attached.

Desired Settlement: To simply honor their statement on the payment receipt.

Business Response: Business' Initial Response
Prior to 9/5/12, The Sacramento Bee offered 3 options when a customer would stop the paper for a vacation request. The customer could donate the credit from their vacation to our Media in Education program, have the papers held and delivered when they return, or extend out their expiration date for the number of days they were gone. As of 9/5/12, our policy has changed since now we offer online access to our e-Edition while on vacation. Ms. ****** had a vacation stop 8/1/12-8/23/12. This credit extension was honored. Ms. ****** recently called to stop the paper 9/27/12-10/6/12. Our Customer Service agent honored this request with a one time credit and the understanding that this credit is one time only since this is a new policy. The new options for a vacation stop include donating to Media in Education, have the papers held and delivered on the restart date or access the paper online through our new digital plus package. This allows customers to access their account away from the print paper with the e-Edition and sacbee.com. Please feel free to contact me with any further questions or concerns.

Consumer's Final Response
I am not satisfied with the Bee's response to my complaint. The original purpose of the all was to clarify that i was much as i have not internet. I felt the 39 cents a week should not be charged. The problem was resolved immediately, then when I complained about no vacation extension to my pre-paid one year subscription I was offered the same 2 options previously stated. In their response to my complaint The Bee said only the 2 options were available because "I could access e.Edition while on vacation". This is not an option for me.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

10/22/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Being charged for a balance of $20.02 for a subscription not requested or authorized. On 7/3/2011 a one time fee was paid to the Sacramento Bee for a special offer for a years subscription of just the Sunday paper for 19.99. The subscription ran from 7/3/2011 to 7/3/2012. After the subscription ran out they kept delivering the papers even though we had not requested any renewal or even talked to them about renewing. Then today 8/21/2012 we received a bill for $20.02 in the mail with the Bee stating that it was our final notice for this bill. We never received any notice before that at all. I also received a phone call from them today and when I explained that I never renewed my subscription they told me that I had a balance due and there was nothing they could do about it. I told them to immediately stop any deliveries to my house since I had not requested them in the first place. Sending unrequested, unwanted newspapers to my house and them almost two months later saying "oh by the way you owe us money is a poor business practice.

Desired Settlement: I would like the balance of $20.02 eliminated.

Business Response: Business' Initial Response
Ms. ******'s Sunday only subscription was started on 7/10/11 and she paid for 52 weeks. Our policy is stated on all invoices and renewals that the paper will continue automatically unless The Bee is notified otherwise. In this case, there were 3 renewal notices sent out before the account was stopped automatically on 8/11/12. When the account was stopped, there was a remaining balance of $20.02. On 8/23/12, Ms. ****** spoke with our Customer Service department and agreed to pay 1/2 the balance and The Bee would adjust the remaining balance. As of 8/23/12, Ms. ******'s account was at a zero balance. I also called Ms. ****** on 9/7/12 and left a voicemail confirming the account has been resolved. I left my name and contact number if she had any further questions. As of today, I have not gotten a call back. Ms. ******'s account is cleared and she should not be receiving any further notifications from The Sacramento Bee. Please feel free to contact me if you have any further questions or concerns.

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

10/22/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: BEWARE!! Sacbee will send your name to collections even when you don't owe them money... I subscribed to the sacbee and paid 1 yr in advanced. After my subscription is over, I am now receiving letters saying that I owe money and that it is now in collections. WHY, WHY, WHY??? Sacbee is tricky. They will keep sending you papers even if you didn't ask for it and claim that it is your fault for not calling them to cancel. My understanding of my subscription is for 1 yr that I paid for. I never agreed to anything else. I paid $19.99 for a whole year, now they want $20.00 for a few weeks worth of papers they sent without my permission. They claim that you have to cancel but I never new that, they do shady business to collect a few bucks. How will your customers comeback if you treat them this way? I am not working right now so I didnt subscribe again. I was thinking of subscribing soon but after this, never again in this lifetime! I have perfect credit. This people will ruin your credit without thinking twice. For $20 that you don't owe, you get your name to collections. Don't treat your readers this way and change your ways. Do the right thing and do HONEST business!

Desired Settlement: Why do I have to pay for something I didn't ask for? I want my name off the collections...

Business Response: Business' Initial Response
Ms. ******'s Sunday only accounts started 7/10/11. She paid for 52 weeks on both accounts. Our policy states on all renewal notices that the paper will continue automatically unless The Bee is notified otherwise. In this case, we mailed out 3 renewal notice to Ms. ****** before the paper stopped automatically on 8/11/12. The Bee also has a $1.00 holiday premium charge of 7 different holidays throughout the year. This is also notated on all sales promotions, online, invoices and renewals bills. When the holiday charge happens, it does shortened the subscription by $1.00, which ****** or ****** not effect the expiration date. In Ms. ******'s case, the subscription was shortened to 5/13/12. As of 10/6/12, both Sunday accounts has been cleared of any balance and Ms. ****** should not receive any further notifications on these 2 accounts. The collection agents will also be notified to not call Ms. ****** regarding these 2 accounts. Please feel free to contact me if you have any further questions or concerns.

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

10/15/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Unwilling to deliver my papers because i already have the service. I bought two living socials for the Sacramento Bee Sunday subscription for a year. This was a month ago. I called the Sac Bee and told them that i had a current subscription and that I was going to add two more subscriptions. they told me I needed to go online and go through the Living social website. I did. Then I called a week later explained my situation and they said that it could take up to 10 days. I called again 2 days ago adn the person on the other end said they could not start my delivery because i had a current subscription. i told them i was never told of this and that i had called a couple times before an no one told me of this. I also told her that the living social does not state anything about current subscriptions. I asked for supervisor. the supervisor told me that they could cancel my current subscription (that would end in 6 weeks) and that this was the only possible solution. i said i would like to speak to someone else because i'm sure there was more someone else could do. he said he was the last one to make a decision. i emailed Sac Bee and told them this information and they called me back yesterday and also could not help me. i told them i would be contacting the bbb because i just want what is fair. I know of others in my same situation getting the paper currently and that also bought the paper and they were allowed. If this was a requirement then they should have stated that in the living social deal. i just request that my paper be sent to my home asap because i would like to get 3 subscriptions and not wait 6 weeks. i don't think its fair that they just say they have rules but don't list them. also back a couple months ago i called them regarding a refund and they were suppose to send me a $4 check and a $2 check. Never did i receive this.

Desired Settlement: i want them to replace the papers that are owed to me and send me my 3 copies this Sunday.

Business Response: Business' Initial Response
Ms. ****** has been receiving 3 Sunday papers since 8/26/12. Ms. ****** had 1 Sunday account that started 7/17/11. On 5/20/12, this account was switched to 2 Sunday papers. Customer paid $39.98 for the 2 papers, but then called back to stop 1 Sunday paper on 5/27/12. As of 5/27/12, Ms. ****** was again receiving just 1 Sunday paper and we issued a refund of $19.99. This particular account recently expired on 9/23/12. However on 8/26/12, Ms. ****** purchased 2 Living Social deals for Sunday only. These 2 Sunday papers started on 8/26/12. From 8/26/12-9/23/12, Ms. ****** was receiving 3 Sunday papers. As of this Sunday 9/30/12, Ms. ****** will be receiving 2 Sunday papers until 8/25/13. Typically, the Living Social offers are for non-subscribers. In this case, Ms. ****** was already an active Sunday subscriber. We honored the 2 additional Sunday papers and allowed the previous account to be cancelled on the expiration date of 9/23/12. We do appreciate Ms. ****** as a subscriber and readership. Please let me know if you have any further questions or concerns.

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

10/8/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My subscription ended they sent me to a collection agency I had a subscription to the newspaper, it ran it's course, I did not renew, they stopped delivering the papers, now they have sent me to a collection agency. I received several bills and numerous calls. I asked them to quit calling and am still getting calls. One of the salespeople told me to send one of the bills marked "do not renew" on it. I did this and then comes a notice from a collection agency. This is a heavy-handed way to get subscription renewals. I am out of work and can not afford to have a ding on my credit rating from this. This can make me lose a job as I work in the finance field. I never received a newspaper after the subscription ran out and do not owe them any money. I called the McClatchy and the collection agency and have received no response from either of them.

Desired Settlement: I want this removed from my credit report and I want a copy of my credit report from all three major agencies as proof this is not on them.

Business Response: Business' Initial Response
Customers account was cleared on 8/20/12. Customer should not be receiving any calls or letter notifications regarding an amount past due. Customer claims her account should have been stopped on the expiration date. Ms. ****** said she called to cancel the paper, but the transaction was not processed in our system. Please let me know if you need any further information.

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

10/8/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Misrepresentation of advertisement for 52 weeks of Sunday newspaper for $19.99. On August 25, 2011 I responded to an advertisement to receive the Sacramento Bee. The offer stated "52 Weeks of Sunday Delivery for 19.99". My account # XXXXXXXXX, name on account: ****** ******. In early September 2012, I received a call stating that I owed $20.02 on this account. I called customer service at XXX-XXX-XXXX on September 17, 2012 and spoke to ***. (female operator). She informed me that since I received the Sacramento Bee on 7 holidays (Christmas, New Year's, etc.) that occurred mid-week (Mon - Sat), my subscription ran out on June 3, 2012. Every time the Sacramento Bee delivered a weekday holiday paper, my subscription weeks were reduced. I told her that the offer was for 52 WEEKS of Sunday delivery, not 52 papers. The Sacramento Bee continued to deliver my paper for 52 Sundays, but now I owe an additional $20.02 for the Sunday papers I received between June 3 and August 26, 2012. I believe if the advertisement stated 52 WEEKS, then they had no right to reduce my subscription for the mid-week holiday papers that I received. The value of a mid-week paper is $1; a Sunday paper costs $2. I received 7 mid-week holiday papers for a value of $7. Why should my weekly subscriptions have been reduced so that I now owe $20.02. I believe the Sacramento Bee misrepresented the offer because the advertisement stated 52 WEEKS, not 52 papers delivered. I agreed with ***. to pay $7.00 (the value of the 7 mid-week papers I received) to settle the account. But I believe the Sacramento Bee's advertising for "52 Weeks of Sunday papers for 19.99" is misleading, and this should be stopped.

Desired Settlement: I would like to see this advertisement stopped.

Business Response: Business' Initial Response
Customer received a promotion for $19.99 for 52 weeks for her renewal period of 8/21/11-8/13/12. Customer paid $19.99 on 8/25/11. The Sunday Plus subscription includes 7 holiday papers throughout the year. Each holiday paper is charged as a $1.00 holiday premium. All invoices, renewals, online disclaimers and sale/marketing promotions indicate the $1.00 holiday premium and list the specific holidays. Ms. ******'s account was shortened by the holiday premium papers with an updated expiration date of 6/3/12. Mr. ******'s subscription was stopped on 9/1/12 with an amount owing of $20.02.Customer agreed to pay the $7.00 holiday premium charge for the 7 holidays. This was posted 9/17/12. Customer Service agreed to adjust thee remaining amount of $13.02 to clear the balance on 9/17/12. Currently, the account is at a zero balance and there are no further collection efforts for Ms. ******'s account. Please feel free to contact me if you have any further questions or concerns.

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

9/28/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Fraudulent billing practice of charging for newspaper after you let the subscription expire. Fraudulent billing practice of charging for newspaper after you let the subscription expire. Just prior to the subscription expiring the SacBee called to ask us to extend our subscription. We again said no thank you. They offered to just offer Sunday only. Again we refused. 1 Month after subscription expired we received a bill for $41.16 for the newspapers they continued to deliver after subscription expired, then turned us over to collection agency! Sacbee acct # XXXXXXXX

Desired Settlement: To cancel out fraudulent debt. Retract collection agency. Correct credit history with company and letter of apology

Business Response: Business' Initial Response
Mr. ******'s account has been cleared of any balance due on the account as of 9/24/12 by a Customer Service representative. Mr. ****** has been a long time customer and has been renewing his account every 26 weeks. However on 5/24/11, Mr. ****** made a payment for 52 weeks. The account was paid until 4/28/12. Our policy to to mail out 3 renewal notices to our customers for the next renewal period. In this case, we sent Mr. ****** a renewal on 3/24/12, 5/8/12 and 6/14/12. Since the paper does not stop automatically, the paper continued on the 90 day grace period and stopped on 7/27/12. I understand Mr. ****** received a phone call to renew the subscription and he declined. Since Mr. ******'s request was not honored, the account has been cleared and the collection company has been notified. Please feel free to contact me if you have any further questions or concerns.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) In their words "a 90 day grace period" is of the Newspapers choosing NOT the customer, therefore it is fraudulent for them to then bill for something that was not of the customer request. My ideal request would be for them to STOP this practice all together, as I am sure that I am not the only victim of this business practice. Needless to say this is one business I shall never use again Thanks to the BBB for their assistance ****** ******

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

9/24/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Sacramento Bee's foul business communications lead a customer to think they are purchasing a short term/limited paper delivery. The Sacramento Bee's foul business communications leads a customer to think they are purchasing a short term/limited paper delivery. In actuality the customer is required to contact the paper to prevent from being sent to collections. I understood the paper to be a trusted entity that didn't play the 'Gotcha' tricks that other less reputable companies play. Those companies I can anticipate the tricks or traps, but the Bee caught me off guard. I just got off the phone with a Sac Bee customer service person, I think her name was *****, who informed me that because I didn't notify the Bee that I no longer wanted the paper I was indebted to them $41.00 for receiving the paper beyond the previously agreed upon period of 13 weeks. I informed her it was implied I didn't want the paper any longer because I didn't return the bill with a payment, delivery would simply end and I would stop getting the paper. She informed me that was not the case and it was stated in the bill that was sent. A bill which I put in the recycle bin without reading because I didn't want the paper any longer. I started the paper with one of their 'act now specials and get the paper at a great price.' So I started the paper for a special offer of a few weeks, either 13 or 26 weeks, and then extended it again for another 13 weeks. At no point in the discussions did anyone state to me that if I wanted to end the agreement after the 13 weeks I would have to contact the Bee or I would be in dept for the grace period. She called it a 'grace period.' I am sure it was part of the small print which few of us pay much attention to when we trust a company.

Desired Settlement: I want any negative report caused by the Bee to any and all credit agencies to be corrected by The Bee, and a copy of that correspondence to the credit agencies sent to me at my residence. I would also like my $41.00 refunded that I paid to get out of collections. The cost was for a 'grace period' I received a paper beyond the original 13 week agreement. I did not request an extension and did not want the delivery to continue. An unwanted product was sent to my home and quickly went to the recycle bin without being read.

Business Response: Business' Initial Response
Mr. ****** has been a customer for several years. Our policy has always been to allow a grace period for a renewal payment. We send out 3 renewal notices, the first renewal is sent 4-5 weeks in advance to allow customers to call and stop the paper, make any changes on the account, or make a renewal payment. In Mr. ******'s case, his paper started 3/18/11. He had a past due amount when the paper was started. Mr. ****** paid the past due amount along with a prepayment for 52 weeks. Prior to the expiration date, we sent renewal notices on 1/21/12, 3/6/12 and 4/14/12 before the account was stopped on 5/25/12. The amount owing when the account was stopped was $41.16 for the papers delivered during the grace period. Mr. ****** paid the $41.16 to our collection vendor and the money posted on his account 7//20/12. Although, Mr. ****** has previously paid his account under the same circumstances, we will go ahead and refund this amount of $41.16 this one time. However, all the renewal notices clearly state the paper will continue unless The Bee is notified otherwise. This refund will be generated and mailed within the next 7-10 working days. Please let me know if you have any further questions or concerns. Thank you ***** ****** Membership Services VIP Department *****@sacbee.com

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

9/24/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a 1 year subscription to the Sunday paper. It expired with no renewal, then I received a bill and later a notice form a collection agency. On February 14, 2011 I activated my Groupon for a 1 year subscription to the Sunday paper via phone, I spoke with Marvin. I recevied my first paper on February 20, 2011. I did not renew my subscription to teh Sacramento Bee by phone, e-mail, mail or any other type of correspondence. When I received the past payment notice weeks after my subscription ended the bill says subscription will continue unless notified otherwise. When I activated my subscription Marvin did not mention that the subscription would continue after it expired, nor did any print on the Groupon receipt say such. I never received any paid receipt or other correspondence stating that I had to call the Sacramento Bee when my subscription expired. The Sacramento Bee has lost my trust as a customer and I do not owe them $18.48. I realize it's a low amount of money but I feel that they are trying to intimidate me with a bill and a collection agency to pay them for a service that had expired. I do no want my credit to be ruined over this mistake. I like their product and I considered future subscription but now I do not feel comfortable giving them my business seeing how they scam their customers.

Desired Settlement: I am seeking for the Sacramento Bee to drop the false charges of $18.48. I would like to receive written confirmation that the amout has been dropped and also written confirmation from the Sacramento Bee and the collection agency, Joseph, Mann & Creed that I do not owe this money and that it will not affect my credit in any way.

Business Response: Business' Initial Response Customer started the Sunday only subscription 2/20/11 through a Groupon offer. The subscription was paid from 2/20/11-2/20/12. Since we do not stop customers on their expiration date, all our renewal notices and invoices state the paper will continue unless The Bee is notified otherwise. Our policy allows a 90 grace period for the renewal payment before the account is stopped automatically. In this case, we did mail out 2 renewal notices (3/3/12, 4/7/12). Then, the account was stopped for non-payment on 5/20/12. This time around, we have honored the customer's request to clear the balance of $18.48. Mr. ******'s account is at a zero balance and a letter of confirmation was mailed to him 7/17/12. I have also contacted ***, the collection company, to remove this account from all calling and mailing. The collection company is a vendor The Bee uses to collect payments, but is not reported on the customer's credit report. Please feel free to contact me if you have any further questions or concerns.

Business' Final Response
Customer started the Sunday only subscription 2/20/11 through a Groupon offer. The subscription was paid from 2/20/11-2/20/12. Since we do not stop customers on their expiration date, all our renewal notices and invoices state the paper will continue unless The Bee is notified otherwise. Our policy allows a 90 grace period for the renewal payment before the account is stopped automatically. In this case, we did mail out 2 renewal notices (3/3/12, 4/7/12). Then, the account was stopped for non-payment on 5/20/12. This time around, we have honored the customer's request to clear the balance of $18.48. Mr. Jimenez's account is at a zero balance and a letter of confirmation was mailed to him 7/17/12. I have also contacted JMC, the collection company, to remove this account from all calling and mailing. The collection company is a vendor The Bee uses to collect payments, but is not reported on the customer's credit report. Please feel free to contact me if you have any further questions or concerns.

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

9/21/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Consumer states : Received your bill for $19.50 from *** ******. You were notified by mail on 4/26/2012 to cancel. It works out to two (2) weeks at $3.50 = $7.00, not $19.50. Are you expecting me to fold because you didn't stop service or are you committing mail fraud? I am sending you $7.00 for what I think is due, check# 1955.

Business Response: Business' Initial Response
Customer started a weekend only account on 1/14/12 for 13 weeks. Mr. ****** made a payment for $26.00, which paid the account through 4/14/12. The account was stopped 5/25/12 for no time to read. Mr. ****** claims he wrote in a cancellation on 4/26/12. He also paid $7.00 for the 2 weeks the paper was received after the expiration date. Since The Bee does not cancel subscriptions on the expiration date, we do send out 3 renewal bills during the 90 day grace period. Unfortunately, the stop on Mr. ******'s account was not processed until 5/26/12. Mr. ******'s account has been cleared of any additional balance due as of 7/19/12. There is a zero balance on the account and there will be no further phone calls or letter notifications of an outstanding balance on the account. Please feel free to contact me if you have any further questions or concerns.

Consumer's Final Response
Consumer states (JLS): I need confirmation that you have notified *******************, that I owe nothing.

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

9/21/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Charged for a subscription that I prepaid. They continued to deliver after subscription ended and have now sent it to a collection agency. I ordered a subscription to the Sacramento bee over a sales call. I prepaid for the service for a set amount of time. I received a bill saying it was past due, when I called they said that I would have to pay for it. I explained that I didn't ask for the extra three weeks nor was I aware that I received an additional three weeks of the paper. I was never told that I would have cancel my subscription once it was started, in fact when I order on the sales call they said they would bill me later I asked if I could pay for it now so I would not get a bill. They took my payment over the phone. When I called after I got this final notice and the only notice that I recall getting they tried to sell me another subscription. I asked how an they assure me the same situation would not happen again. It seems like a vet deceptive sales scam.

Desired Settlement: I don't want this on my credit report. It seems to bully you into paying for something you did not order.

Business Response: Business' Initial Response
Mr. ****** started an account on 1/18/12 for weekend delivery. He made a payment for 13 weeks. The account was paid until 4/7/12. Since we do not stop accounts on the expiration date, the subscription continues on a grace period for 90 days. There were 3 renewal notices sent to Mr. ****** (3/3/12, 4/17/12 & 5/26/12). All notices indicate the paper will automatically continue at the regular rate unless The Bee is notified otherwise. According to Mr. ******, he was unaware of the policy. He also claims he called in and spoke with a Customer Service representative. As of 8/26/12, Mr. ******'s account has been cleared to reflect a zero balance. There will be no further letters or calls regarding a past due amount. Please let me know if you have any further questions or concerns.

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

9/14/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to comply with Gift Card offer in conjunction with subscription. Offer was to receive a $10 gift card with 5-week subscription. I have contacted the representative ****** ***** who signed me up only to be told she no longer works for the company. She then referred me to *** *****, her boss who promised me twice to mail the gift card and never did. Over the past three months, I have contacted Sacramento Bee approximately 6 times and was told the issue would be escalated and it would take a two week waiting period each time. The last contact was to *******, manager of the VIP Representative department who told me she would mail me a claim form. I have yet to receive that form. I have fulfilled my end of the agreement by paying for the subscription in full and receiving the delivery of subsequent newspapers.

Desired Settlement: I am seeking a full refund of $21.25.

Business Response: Business' Initial Response
Customer has been contacted. There were several problems with the new start on Ms. ******'s account. The salesperson offered a $10.00 Walmart card to start the delivery. The card was not given at the time of the sale. The salesperson misrepresented the offer and Ms. ****** felt this was wrong. Ms. ****** did confirm the papers were delivered on time and there was no issue with the carrier or the delivery. Ms. ****** likes the paper and ****** subscribe again at some other time, but right now we have agreed that I will have the $10.00 gift card mailed to her no later than Monday 7/23/12. I have provided Ms. ****** my name and phone number in case she has any further questions or concerns. As of right now, this has been resolved. I will also be checking in with Ms. ****** next week to ensure the gift card is received. Please feel free to contact me if you have any further questions.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) As of today, July 29, 2012 I have not received the gift card as promised again by the Sacramento Bee. Per the conversation I had with ******, manager of Membership Services, I informed her that if the gift card was not received I would then proceed with a full refund as requested in my initial complaint. I am no longer willing to work with the Sacramento Bee and its affiliates. I want my full refund of $21.25.

Business' Final Response
Follow up: I have called Ms. ****** and left a message this morning. I have sent several requests to have the gift card mailed to Ms. ******. Unfortunately, the gift card was never received. I have confirmed with our vendor, Customer Motivators that a gift card was sent to Ms. ******. However, aside from confirming it was mailed, I am unable to determine why she is not receiving the card. As of this morning 9/7/12, I have requested a full refund of $21.25 to be credited back to Ms. ******'s credit card to honor her request. This will be processed later today and will take about 3-5 business days to be refunded back to the credit card. Please let me know if you have any further questions or concerns.

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

8/27/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Threatened to be sent to collections on a cancelled subscription. I ordered the Sunday only subscription for one year prepaid in advance (acct: XXXXXXXX). At approximately 9 months into the subscription I start receiving phone calls about renewing my subscription as it was about to end soon. I asked the person to cancel my subscription at the end of its term and that I do not wish to renew since it was much higher than the original rate I had subscribed to. She said she has processed my cancellation yet I still received papers beyond my term. Now I received a bill for $20.02 and it says that I will be sent to collections if I don't pay.

Desired Settlement: I want the SacBee to cancel the bill since I already cancelled over the phone.

Business Response: Business' Initial Response
Mr. ****** started a Sunday account on 7/3/11. He made a payment of $19.99 for 52 weeks. Prior to the expiration date, our policy is to send 3 renewal notices to the customer with the statement, 'the paper will continue at the regular rate unless The Bee is notified otherwise. The 3 renewal notices were sent on 3/19/12, 5/2/12, and 6/11/12. I understand Mr. ****** claims he did call Customer Service to cancel his subscription. However, the account was not stopped on the date Mr. ****** requested. As of 8/9/12, Mr. ******'s account was adjusted accordingly. Mr.******'s account has been cleared of any balance and will no longer receive calls or letter notifications from JMC, the collection agency. Please let me know if you have any further questions or concerns.

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

8/23/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am not getting my Sunday paper delivered as promised. This is the 4th week in a row I have not received the paper. I subscribed to the Sacramento Be on 7/5/12 with delivery start up 7/8/12 for Sunday only. I paid my account in full by credit card to start this service. It has been 4 weeks now I never get my paper delivered and I always have to call and request it. I have called Sac Bee each and every Sunday to request delivery and at this poion I am extremely dissatissfied with their customer service. I was promised last Sunday, 7/22/12 that I would not be missed again. And today, 7/29/12, I was. I called, but I never heard back from the delivery person. Four weeks of missed delivery is not exceptable and I demand a full refund and no longer want to do business with such an unreliable company.

Desired Settlement: I want a full refund for the frustration the Sacramento Bee has caused me.

Business Response: Business' Initial Response
Ms. ****** started a Sunday 7/8/12 and paid in advance. Unfortunately, she experienced service problems the first 4 weeks of delivery. Her account shows the complaints were entered, but the service did not improve. I spoke with Ms. ****** and she explained she even called and spoke with the distributor's office. She was reassured the service would improve, but she continued to miss her paper. Ms. ****** requested to cancel the service and get a full refund since she never received a paper. I confirmed Ms. ****** received her refund. She said she did receive $19.99 back to her card. I will be informing the distributor and the regional manager about the service problems that were not rectified the first time around. Customer was thankful for the call and the follow up on the account. Please let me know if you have any further questions or concerns.

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

8/13/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Consumer states: Please if you would spare me a few minutes of your time, to allow me to briefly explain a shenanigans perpetrated by the Sacramento Bee newspaper organization. On June 5, 2012, the mail man accidentally deliver a circular call MVP that was full of more grocery stores advertising, that I have been receiving in my normal daily Sacramento Bee subscription. Naturally, in these economic hard times knowing exactly were the best bargain is becomes a valuable tool in my arsenal of saving gas, time, and money. Respectively, I phone the Sacramento Bee customer service number XXX-XXX-XXXX. That day, I ask the Sacramento Bee customer service representative to please place my name on their register to start receiving the MVP circular through my mail delivery. The Bee representative said he would honor my request. June 12, 2012, I did not receive the MVP circular in my mail delivery so I call the Sacramento Bee customer service, and was told that since I was getting weekly delivery the Bee will not put my name on the MVP register. And I told the Bee representative to please forward me a business letter stating exactly why I'm ineligible. The Bee representative said my request would be honored. June 19, 2012, I received no MVP nor a business letter from the Bee. This time I call and ask to speak to a supervisor and told her my situation. That the MVP has more advertising then my Wednesday paper. And been lied to by your customer service people stating my request would be honored for a letter stating the reason of my ineligibility on not receiving the weekly MVP circular. The Bee supervisor said thank you for bringing to her attention that the Wednesday paper has less advertising then the MVP circular and that my request would be honored. June 26, 2012, I phone XXX-XXX-XXXX the Sacramento Bee membership service department and ask to speak to a manager. I told the manager the same ongoing situation, and was told after viewing my account that I will receive a business letter by 6/28/2012 stating why I'm ineligible to receive what Sacramento and Sacramento County residents receive freely on a weekly basis. Today I received no correspondent as promise by the Sacramento Bee manager. Just another Sacramento Bee sugar winds shenanigan. I been subscribing to the Sacramento Bee for a number of years and as a loyal customer, I don't deserve to be lied to by the Sacramento Bee rank and file and managerial staff. And I don't need to be discriminated and have a sanctions place on me just because I pay for their weekly paper services that in their words automatically disqualify me from receiving the MVP circular. Please, I look forward to your reply to my complaint.

Business Response: Business' Initial Response
Mr. ****** is an active subscriber to The Sacramento Bee everyday. The Sacramento Bee delivers smaller versions of other products to non-subscribers. These other products include a Wednesday MVP mailer (includes some grocery inserts), a Thursday English/Spanish paper called Vida en el Valle, and a Sunday product called Yes! (includes a few inserts from the normal Sunday paper). Mr. ******'s daily paper includes everything the MVP and Yes! product have in it and more. These products are designed to give a little taste of what is in the paper to entice customers to subscribe to home delivery. Mr. ******'s home delivery paper is a complete paper. The MVP and yes! products would be a duplication of what he already receives in his daily paper. There are several notes on Mr. ******'s account that the Customer Services representatives have explained this to him. These dates include: 6/13/12, 6/14/12, 6/20/12, 6/26/12, and 6/29/12. There is a notation that a letter was also mailed on 6/29/12. Since Mr. ****** claims the letter was never received, I will have a letter mailed out to him on Monday, 7/30/12. The advertisers pay and request a certain amount for the these non-subscribers to receive these inserts in our products. If a home delivery subscriber is already receiving these ads, coupons, inserts, and special sections, it is our policy to not duplicate the same ads, coupons, inserts and special sections to active customers. Please feel free to contact me if you have any further questions or concerns.

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

8/13/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was sent to collections to pay for papers that I didn't not subscribe to. On October 5th, 2011, I paid for a 6 month subscription to The Sacramento Bee. On March 11th, 2012 my subscription expired and I chose not to renew the paper. In that time the paper kept being sent to me without my permission and I naively assumed they would stop since I wasn't paying to renew them. I was sent renewal notices, not bills, in the mail and I simply disregarded the notices, thinking that like any other paper or magazine subscription, there was simply no further action to be taken. On July 17th, 2012 I received a notice from ******, **** and *****, a collection agency, saying that I owed $20.02 to the Bee. On July 23rd (first business day I could call) I called the Bee and spoke to ******. He told me I had "ample time to pay" and if I would have just "taken 5 minutes to read it" I wouldn't have been sent to collections. I told him I did read it, entirely, he told me I did not and that I "threw it away". I did read the renewal requests and to me they were not bills. I asked for a manager to speak to and ****** told me a manager was unavailable but he could waive half the $20 fee. He was beginning to get upset with me and I was getting tired of being smooth talked, so I paid $10 for papers that I wasn't properly billed for, didn't ask for, didn't want and didn't read. My personal opinion is that this is a very underhanded way for The Sacramento Bee to get money from subscribers without having the subscriber know it. Being sent to collections is a very scary thing, especially for us right now as we are about to refinance our home and our credit is very important to us. The Bee's argument is that even though I didn't want the paper and didn't ask for it...it still showed up on my door step and I have to pay for it. I've checked reviews of the paper and my situation is not rare. The Bee has done this to many, many people and this billing practice needs to stop.

Desired Settlement: No settlement, I know I'm not going to get my $10 back, I just wanted the BBB to know what is going on with the billing practice of The Sacramento Bee.

Business Response: Business' Initial Response
Customer started a Sunday only subscription on 10/5/11 for 26 weeks. Customer paid $19.99, which paid the account until 4/8/12. Prior to this start, Ms. ****** had been a previous subscriber to the paper for several yeas. Our policy has always been to allow a 90 day grace for customers to allow time to make a renewal payment on their account. In this case, Ms. ****** was sent 3 renewal bills (2/13/12, 3/21/12 and 4/28/12) before being stopped for non-payment on 6/9/12. The first renewal is sent about a month in advance to allow time to call The Bee and cancel or make any changes on the account. Unfortunately, we did not hear from Mrs. ****** and the account was stopped for non-payment. Ms. ****** spoke with our Customer Service representative on 7/23/12 and agreed to pay half the balance due on the account. She made a payment of $10.00 and the customer service representative adjusted the remaining balance of $10.02 to clear the account. As of 7/23/12, the account is at a zero balance. There will be no further collection calls or letter notifications sent to Ms. ******. Please feel free to contact me if you have any further questions or concerns.

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

8/13/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Sacramento Bee has sent me to collections for a subscription that has already been PAID IN FULL. The Sacramento Bee has sent me to collections for a subscription that has already been PAID IN FULL. In June 2011 I purchased a "Groupon" coupon for $19 that was redeemable for One-Year Sunday Subscription to "The Sacramento Bee". On July XX XXXX, I received a collection letter from Joseph, Mann and Creed on behalf of the Sac Bee demaning $18.48 for my "circulation account balance". This is NOT a valid debt. The contract in entered into with the Sac Bee through the purchase of Groupon CLEARLY states that the subscription EXPIRES 1YR after activation. Around mid June of 2012 my 1 YR subscription was over and Sac Bee ceased delivery of my weekend subscription. They are no longer delivering papers to me yet are saying that I owe them? I am very upset that I am being sent to collections over a debt that I did not incur nor do I owe. The Sacramento Bee needs to to REMOVE my name and this account from their collection process IMMEDIATELY or I will have no other choice but to pursue the rights afforded to me by the FDCPA.

Desired Settlement: The Sacramento Bee needs to to REMOVE my name and this account from their collection process IMMEDIATELY or I will have no other choice but to pursue the rights afforded to me by the FDCPA.

Business Response: Business' Initial Response
Customer started a Sunday only subscription through Groupon on 3/6/11 for 52 weeks. The account was paid until 3/5/12. The account continued on the regular rate for the Sunday paper until 6/3/12. Since The Bee does not stop accounts automatically, we send out 3 renewal notices to all customers with the disclaimer, 'the paper will continue unless The Bee is notified otherwise.' In this case, we sent out 3 renewals (1/30/12, 3/17/12, and 4/21/12). The first renewal notice is sent a month in advance to allow time to call and cancel the service or make any changes on the account. I understand Ms. ****** paid for 52 weeks and assumed the subscription would stop at the end of 52 weeks. I will honor Ms. ******'s request to clear the balance of the account as of 7/29/12. I will also notify Joseph, Mann & Creed to stop all calls and letter notifications on Mr. ******'s account. JMC sends out collection letters for The Sacramento Bee to exhaust a final collection effort, but is not reported on the customer's credit report. Please feel free to contact me if you have nay further questions or concerns.

Consumer's Final Response
The Sacramento Bee has sent me to collections for a Groupon Sunday subscription that has already been PAID IN FULL at time of Groupon purchase. The Sacramento Bee has sent me to collections for a subscription that has already been PAID IN FULL. In June 2011 I purchased a "Groupon" coupon for $19 that was redeemable for One-Year Sunday Subscription to "The Sacramento Bee". On July 10 2012, I received a collection letter from Joseph, Mann and Creed on behalf of the Sac Bee demanding $18.48 for my "circulation account balance". This is NOT a valid debt. The contract I entered into with the Sac Bee through the purchase of the Groupon CLEARLY states that the subscription EXPIRES 1YR after activation. Around mid June of 2012 my 1 YR subscription was over and Sac Bee ceased delivery of my weekend subscription. They are no longer delivering papers to me yet are saying that I owe them? I am very upset that I am being sent to collections over a debt that I did not incur nor do I owe. The Sacramento Bee needs to to REMOVE my name and this account from their collection process IMMEDIATELY or I will have no other choice but to pursue the rights afforded to me by the FDCPA. Remove any negative marks from my credit report for sending me to collections in error.

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

7/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The "Sunday Only Plus" plan, which was paid for in advance, proved to have additional costs that were not made clear in advance. I originally subscribed to the "Sunday Only Plus" plan for a one-year, 52 week subscription for 5 different copies each week. The term began in July of 2011 and was expected to continue until July of 2012. After I received a renewal notice in ****** of 2012, I phoned customer service and discovered that 13 holiday papers were a part of the "Sunday Only Plus" plan and were not included in the yearly advertised subscription price. From what I was led to understand, these "extra" papers counted against my 52 week subscription, and subtracted several weeks from the 52. Before the year was up, sometime in ****** of 2012, I began to accrue a fee for each paper at a higher price, for which I was never aware I might be liable. I never authorized delivery of any paper that had not been paid for in advance. Nor did I sign or authorize anything that might be interpreted as an "auto-renew" option.

Desired Settlement: I would like the balance owing to be waived.

Business Response: Business' Initial Response Customer signed up for 5 Sunday papers on a promotional rate for 52 weeks. The account started 7/25/10 and a payment was made for 52 weeks. Originally, the account was started with just 1 Sunday paper, which is how the confusion started. The account was fixed to include a total of 5 Sunday papers. However, this also caused a problem in processing the payments on the correct rate. For this, I apologize for the error and the problems this has caused with the billing system. I have corrected Ms. ******'s account. It is at a zero balance. Ms. ****** should not be receiving any further calls or letter notifications from any collection vendor. Please feel free to contact me if you have any further questions or concerns.

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

7/9/2012 Billing/Collection Issues
7/9/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Unauthorized delivery of newspaper and collection I paid for 1 year subscription. I did not renew after the year was over. Sac Bee continued to deliver the paper and mail a bill even after I cancelled by mail several times. They have sent the issue to a collection agency. ********************* ***** Chagrin Blvd, Suite ***, Shaker Heights Ohio ********** -------------------------------------------------- Unauthorized deliver of paper. My husband paid for 1 year subscription. He passed away on July 14 2011. I did not renew after the year was over. Sac Bee continued to deliver the paper and mail a bill even after I cancelled by mail several times. They have sent the issue to a collection agency. ********************* ***** Chagrin Blvd, Suite ***, Shaker Heights Ohio **********

Desired Settlement: Please discontinue the collection process and send a letter stating that this matter is resolved.

Business Response: Business' Initial Response This is in response to the initial case request. As of 6/14/12, Ms. *******'s account had been cleared and remains at a zero balance. Ms. *******'s account was started on a Groupon offer 1/30/11. The account was paid for 1 year. However, since we do not stop accounts automatically on the expiration date, we send out 3 renewal bills to our customers which state the paper will continue unless The Bee is notified otherwise. In this case, Ms. ******* was sent a renewal notice after the expiration date. For some reason, Ms. *******'s account was only sent one renewal and it was sent late. Currently, Ms. *******'s account has been resolved of all charges and the collection company has been notified to stop all mailings and/or calling.

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

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