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BBB Accredited Business since

Sacramento Bee

Phone: (916) 321-1812 View Additional Phone Numbers 2100 Q St, Sacramento, CA 95816 http://www.sacbee.com


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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 13 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 153 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

153 complaints closed with BBB in last 3 years | 61 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 17
Billing/Collection Issues 88
Delivery Issues 24
Guarantee/Warranty Issues 0
Problems with Product/Service 24
Total Closed Complaints 153

Customer Reviews Summary Read customer reviews

3 Customer Reviews on Sacramento Bee
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 3

Additional Information

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
Mr. Gary Pitts, Circulation Director Ms. Vicki Amparan, Membership Services Manager Ms. Maria Ravera, Director of Audience Development
Contact Information
Customer Contact: Ms. Vicki Amparan, Membership Services 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.


Customer Review Rating plus BBB Rating Summary

Sacramento Bee has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

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BBB Customer Review Rating plus BBB Rating Overview


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

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

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

BBB Letter Grade Scale

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

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

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

Complaint Detail(s)

2/10/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I tried to cancel the Sacramento Bee. They then sent my bill to collections despite my requests to cancel and not receiving a paper for more than a month.

Desired Settlement: Collections agency ****** ********* **** Client Name: *** ********** **** ****** ***** ************* ****** ******* ********, Agency Account ************** Principal Amount 38.03. Dated January 22nd 2016

Business Response:

Thank you for your patience,

    We have adjusted your account to reflect a zero balance and we will send your account information to *** notifying them of this change as well. If you have any questions please contact us at ************* 

2/5/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have tried to cancel my Sacramento Bee subscription by calling and sending a certified signature receipt cancelation. I am now getting calls saying I owe for papers being delivered which I asked to be cancelled at the end of December 2015.

Desired Settlement: I just want them to cancel my subscription and stop telling me I owe them money.

Business Response: Customer's account has been adjusted to a zero balance and will be removed from all collections list moving forward. If you have any further questions please contact us at ************. 

2/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When the Sacramento Bee sent me a renewal notice, I mailed it back canceling the subscription. Papers kept coming and another notice came and I again sent it back canceling AGAIN! Again the paper kept coming! A lady called to try to convince me to continue this subscription and I told her I did not want to continue this subscription. Again, papers kept coming even though I canceled three (3) times. The same lady called me AGAIN and I told her NO! She then sent this account to you for collection! I have experienced this before with the Bee and gave in and continued the subscription so I know the Bee plays this game. They continue to harass the subscriber and now sent it to collection.

Desired Settlement: What am I to do? I don’t owe this money because I canceled three times to no avail. Yes, I continued to receive the paper but that was on the Bee, not me. I want a resolution to this matter, I don’t want my credit rating to be impacted by this and I will not be impacted by this and I will not be intimidated by your letter. I will contact the three reporting agencies and plead my case. I am also sending a copy of this letter to the Sacramento Bee and the Sacramento Better Business Bureau. **** ********

Business Response: The account has been adjusted to a zero balance and we will be submitting the account information to be removed from any collection list. If you have any further questions please contact us at ************* 

2/5/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: 1. Called Sunday (today) at 7:30 a.m. about no paper. Put in information asked for, which does not take into the consideration that the street address is only part of my address. Was told another would be delivered. It is now 1:00 p.m. on the same day. Still no paper. 2. Went to their website to make a complaint and it would not send what I put in. Tried it 2 times. Bad Customer Service. 3. I have had many troubles with delivery at my address since an apparent now delivery person(s) took over. I still may just cancel if I cannot get all of what I have paid for.

Desired Settlement: I told them in the complaint that did not go that I want this paper (Sunday the 24th of January) delivered with Monday's paper if not still today.

Business Response: Customer contacted our customer service on 01/25 about her Sunday 01/24 paper in which they provided a credit for the missed delivery and they also sent a message to the carrier requesting for 01/24 paper to be delivered that same morning. If customer has any further questions please contact our VIP team at ************. Thank you! 

Consumer Response:

I am rejecting this response because: I also did not get a paper on the 26th.  I have canceled my account as this has been going on since January 01/11/2016 with the paper being thrown on the wrong side of the trailer; then on 01/16 - no paper, called - did get it; 01/17 - no paper, called - did get it; Then did get it - on the wrong side of the trailer until 01/18 when it was on the correct side of the trailer as it was through the 23rd.

Then came the 24th.  No paper - called - was told one would be delivered.  It never came. Monday the 25th got a paper - called about the 24th still not get - was told one would be sent out - never came.

Then came today, the 26th, no paper.  So I called, told person about this and cancelled as of this date.

I simply do not want to pay a company for poor service even if I like the product (which in this case was missing several times.)


Business Response: We have provided customer's information to our Operations team about the delivery issues as well to our distribution office. Customer account is now cancelled and an available refund will be processed back onto the original form of payment. If you have any further questions please contact us at ************* 

1/29/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The Bee used to have the Post Office deliver their MVP advertising paper; but, they discontinued that method and had the paper thrown on the driveway.I contacted the Bee and they said they would stop having the paper delivered on my driveway and would send it to me in the mail. I told them I did not want the paper at all.For a while the paper was no longer thrown on my driveway and was sent to me in the mail.My complaint is that they have started to again deliver the MVP advertising paper by throwing it on my driveway. This started again on Dec. 1 2015. I am old and unable to bend down to pick it up without great difficulty and I want them to stop throwing the paper in my driveway. It is tantamount to littering by throwing their MVP paper on my driveway. I want them to take my address off the list of whoever they hired to make these deliveries.

Desired Settlement: Stop delivering the MVP advertising paper by throwing it in my driveway. If they insist on delivering a copy to my address, send it in the mail.

Business Response:

Tell us why here...This request has been provided to the local distributor and regional manager. We have confirmed the address is not on the delivery list and there should not be any MVP deliveries to this address. The address is on the list for the MVP to be mailed. If Mr. ****** decides he does not want to receive this in the mail, please contact us immediately.


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

Thank you

Consumer Response: I am rejecting this response because:  On Dec. 1, 2015, the MVP paper was thrown on my driveway.  I did not receive the MVP paper in the mail.  Please verify your records.  I would like to keep this complaint open for two weeks to determine if the MVP paper is no longer thrown on my driveway.

Business Response:

Thank you for you patience,

   We have contacted and confirmed with our delivery partners that you will no longer receive any delivered products to your residence. If you have any further questions please contact us at ************. 

Consumer Response:

I am rejecting this response because: On January 26th, 2016 the MVP advertising paper was delivered by throwing it onto my driveway again!!  So the complaint has not been resolved.

Why was it delivered again by throwing it on my driveway??  Please Stop!!


1/29/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am NOT a subscriber and I started getting the Sacramento Bee delivered (dropped on my driveway) daily since early November 2015. This is not an advertisement issue, it's the full paper, even wrapped when it's raining. I have contacted the Bee by email and phone many, many times (at least 20 since November 10th)and have always received the same response that they will contact the distributor and the delivery will stop. I don't want the newspaper delivered and I can't stop it. My main concern is that because I don't have an account, I have no way to put the unwanted delivery on "hold" if I go on vacation.

Desired Settlement: Stop the daily delivery of the Sacramento Bee to my home address.

Business Response:

This address has been given the Operations Manager of Home Delivery. There is no active account at this address and the resident should not be receiving any papers at any time. We have contacted the resident to inform her of the resolution. All deliveries will be stopped as of 1/8/16.

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

Thank you

Consumer Response: I am rejecting this response because: I received a call from the Bee on Thursday 1/7/16 assuring me that the deliveries would stop by 1/8/16.  However, I received the daily delivery on Friday 1/8/16, Saturday 1/9/16 and this morning, Sunday 1/10/16. Please see attached picture of paper in my driveway this morning.

Business Response: Sent information to our distributor and management team to ensure that there is no delivery of any sort at this address. I also included the photos as proof to the carrier that we are not to send anything to this address. If the customer has any further questions please contact our VIP team at ************.

Consumer Response:

 
Better Business Bureau:

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

 

I stayed up until 2:30 AM and met the delivery driver on Sunday morning, January 24th. She said she had not been notified that she was to stop delivering to my address and said I needed to call the office.  I pleaded with her that I had tried calling and emailing no less than 20 times and I needed her to stop delivering despite the fact that she had not been notified by the "office".  She was very reluctant but agreed and I have not received a paper since. 

This issue is resolved but I have absolutely no confidence that it was because of anything that the Sacramento Bee staff did to assist me.

If the paper begins to arrive on my driveway again in the future I will submit a new complaint and get my attorney involved.


1/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After several weeks of complaining that my paper was not being delivered to no avail. Since my subscription was also up for renewal during this time in August, I elected (understandably) not to renew. In December, I received a collections notice from ARM Solutions for the amount of a past due subscription? After receiving no notice, or newspapers to indicate the subscription had continued, this is extremely concerning. After researching the issue, it sounds like my issue is not unique. Very disappointed and frustrated!

Desired Settlement: I would like the collection to be cancelled immediately and any notice removed from my credit report ASAP.

Consumer Response: Hello, THANK YOU for contacting Sac Bee, they have corrected the error and now show a $0 balance and have cancelled the credit collection. 

1/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I haven't had a subscription to the Sacramento Bee for many years. Today I received a bill from a collection agency for 19.97. I have not received any previous bills from the Bee, no one has ever called about this supposed account.

Desired Settlement: I want it removed from my records. I don't plan on subscribing again.

Business Response:

Good morning, 

This notice is to confirm that we have cleared all remaining charges on the subscription account. We have sent notification to remove this account from collections through our vendor, ARM.  Please disregard any collection notices they have received from ARM or The Bee.  on their subscription account. 

If you have any questions regarding this notice or your account, please contact us at ***** *********

Consumer Response:  
Better Business Bureau:

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

1/15/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We have recently ordered 4 subscriptions for the "weekend edition" which means 4 papers each day for Friday, Saturday, and Sunday (that's a total of 12 papers each weekend). From the very beginning, we are only receiving 1 paper delivered each day. We have called literally 15 times now and each time we get the same responses. "We'll have someone go out there within 1-2 hours to deliver the correct amount." "We'll credit the account and have a distributor manager call you." "We are sorry for the problem but we have already escalated the issue to a distributor manager." It's like listening to a robot but we are actually talking to a live person. Sacramento Bee delivery needs to deliver the correct amount of papers we have subscribed for. How hard is that?!

Desired Settlement: 1. Deliver the correct amount of papers (simple as that) 2. Credit the account for all issues missed 3. SacBee needs to find a different distributor 4. SacBee needs to find a different way to provide customer service other than a call center out of North Carolina (it should be in Sacramento and not on the opposite side of the United States).

Business Response:

We do apologize for the delivery problems on this route. This information has been given to the appropriate manager and regional manager for follow up Friday 1/8/16. The account is set up for 4 papers and there should be 4 papers every Friday, Saturday and Sunday. The appropraite credits have been applied. Our VIP will also do a follow up call on Friday 1/8/16 to ensure this is resolved. 

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

Thank you

12/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was a subscriber of the Sacramento Bee. (account number ********) I moved in June and transferred my subscription to my new address. But I never received any newspaper and I thought perhaps Sacramento Bee does not deliver to my new address. Since the subscription expired in June which I already paid for so I did not pursue the matter further. But a few months later, I received a bill for $66.01 dated 09/16/15 for the subscription service. I called and contacted ****** (badge number ****) and she said she would look into the matter and contact me later. i did not receive any calls or e-mail and my account wound up in collection. I e-mailed Sacramento Bee customer service and again I did not receive any reply. So I am filing the complaint now and I also will e-mail the customer service again and hopefully can resolve the billing issue.

Desired Settlement: I would like to resolve the billing issue and a correction to my credit report.

Business Response:

This account was stopped on 9/16/15. The amount of $66.01 was from 6/18/15-9/16/15. Since there were no complaints on the account after the move on 6/17/15, The Bee was not aware of the delivery problems. As of 12/22/15, this account has been cleared of the balance. The balance on the account will be at zero by the end of the day. 

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

Thank you

12/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: SUPPOSEDLY BOUGHT A NON-RECURRING SUBSCRIPTION TRIAL THROUGH SACRAMENTO KINGS BASKETBALL GAME. THEY HAVE BEEN CHARGING ME MONTHLY AND DO NOT GIVE ME AN OPTION TO CANCEL MY SUBSCRIPTION! I HAVE BEEN TRYING TO CONTACT THEIR REPRESENTATIVES AND HAVE NOT BEEN HELPED AT ALL!! I CANNOT CANCEL MY SUBSCRIPTION ONLINE OR THROUGH THE TELEPHONE. THIS ISNT RIGHT! THEY HAVE NEVER EMAILED ME, MAILED ME, OR CALLED ME TO ASK IF I WANTED TO RENEW MY SUBSCRIPTION. WHY WOULD THEY NOT MAKE IT EASIER TO CANCEL THEIR SERVICES?!

Desired Settlement: I WANT A REFUND FOR EVERY MONTH THEY HAVE CHARGED ME WITHOUT MY CONSENT! I NEVER AUTHORIZED THEM TO CHARGE ME AND NEVER WANTED A RENEWAL.

Business Response: This account was started on 2/7/15 from an order placed at an event. The account was started and set up as an automatic 5 week billing cycle with the credit card given, ending with XXXX-****. The original order is attached and there was a confirmation email sent when the order was placed. On the order, it is indicated that the subscription is on areoccuring charge under the easypay field. We do apologize if this was entered in error. The paper continued to be delivered until the stop came in on 11/20/15. At that time, the remaining amount was automatically refunded ($9.49) back to the card on file. There are no complaints, messages or notes on the account letting us know this was a problem. The Bee also sends out,by email, auto notice receipts after each payment was processed. On all notices and all emails, The Bee indicates the paper will continue unless The Bee is notified otherwise. 


Typically, we are unable to process a full refund for an order that was placed on a reoccurring payment option. However, in this case, since Ms. ****** indicates she did not agree to this and claims she never received our emails, we will be able to do a refund of $100.81. This will take 5-7 business days, but it will be refunded back to the same credit card we had on file.

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

Thank you

12/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted Sac Bee on 10/22/15 to let them know that I purchased a Groupon (#*********) for one year 7-day subscription. It too several emails back and forth for them to let me know on Nov 10 that I had a balance due on a previous Sunday only subscription of $19.20 which I immediately paid on Nov 12. On Nov 12 I sent and email and said stated today I am paid to date, please let me know when my 7-day subscription will start. On Nov 17 I was told, yes we received your $19.20 payment but our Finance department had not cleared your payment. On 11/20 I responded what the heck is going on? Where is your Finance Department located? Today 11/23 (Over one month from my original contact) I receive an email from Mark stating I have a remaining balance of $90.57. I feel like I am getting bullied and or scammed. My balance was "paid off" on the 12th and now I have a new remaining balance?

Desired Settlement: I do not owe these charges!

Business Response:

There were 2 account for this customer. The one account under ***** ****** at #******** was cleared of all past due amounts as of 12/1/15. There should not be any further calling or notifications of a past due balance.

The current account started on 11/21/15 was from a Groupon offer. This account #******** is paid and expires on 11/24/16.

Please let me know if you have any further questions or concerns. You can also contact our VIP team at *************

Thank you

Consumer Response:

I am rejecting this response because:
I have not been receiving 7-day newspaper service since 11/21/15. I have only received a Sunday newspaper, ever!

If you want to start 7-day subscription then it needs to start this Sunday, 12/15/15 with my Groupon expiring 12/15/16.


Consumer Response:

I am rejecting this response because:
I have been contacting Sac Bee customer service continually. For six days in a row I contacted them via their customer service page:
***********************************************************************************
to let them know I did not receive my paper. On the seventh day, Sunday, I would get a newspaper. Then for six more days I would again send notices that I did not receive my paper, and then on the seventh day, Sunday, I would get a newspaper.
Before that I sent email after email after email. How much more should I have to contact the Sac Bee customer service to get a 7-day subscription started?
It's been a long two months since I first contacted Sac Bee (10/21/15) and I am no closer to a resolution or receiving a 7-day subscription.

As of todays date, 12/15/15, it has NOT happened!


Business Response:

This message and complaint have been directed to the Regional Manager and Operations Manager today. The account is definitelty on everyday delivery and the distributor should be following up on all complaints. There was a complaint registered today and a credit applied to the account. There was a request to have today's paper delivered as well. A follow up call will be made first thing in the morning to ensure the distributor is resolving these service problems as stated in the reply.

Please feel free to contact us directly if the problems continue. 

Thank you

12/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Sacramento Bee did not end my subscription after the agreed to time of service. They have a one-sided auto continuation policy. Knowing this, and having read about their terrible overseas customer service center, we choose to pay by check, so they could not auto-renew. When the subscription ended, they continued to send the paper, and eventually sent us a bill. I have called their customer service number several times. Each time, I struggled to communicate with the rep, I asked for a supervisor, and the rep argued with me, that it was not necessary. I insisted, and was put on hold for 10 minutes. The rep then came back on and informed that the supervisor was busy. I believe, that this was the rep, taking pleasure in keeping me on hold. I tried to resolve the issue through customer service, and I am now left, with no alternative, but to file a complaint.

Desired Settlement: I would like the ~$125 erased from our account. This would cover the papers that were delivered by the Bee, after the termination date of our contract.

Business Response:

Customer has been an active subscriber for several years. The same billing process of allowing a grace period for the renewal payment has not changed. The payments The Bee has been receiving have come after the account expires. The payment of $49.40 on 7/28/15 paid the account from 6/9/15-7/14/15. The Bee sent out a first renewal notice on 7/30/15, after the payment posted since the payment was received late. The second renewal was sent on 8/13/15 & the third reenewal on 9/17/15. The payment was received on 10/6/15 but paid for past papers 7/14/15-8/18/15. All renewal notices state the paper will continue unless The Bee is notified otherwise. In this case, the account was being paid after the expiration date each time, however we did not stop Mr. ******'s account since we allow a 90 day grace period for the payments to be received and processed. The Bee also sent out 2 other notices on 10/8/15 and 10/22/15 before the account was stopped on 11/16/15 and a final notice was mailed.

We do apologize for the frustration and for the customer service experience. As of today, we have cleared the balance on this account to a zero balance. In the future, please note The Bee bills in advance and also allows a grace period for the renewal payments to process without an interruption in service.

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

Thank you

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I appreciate the Bee's response and respect their opinion.  I would strongly urge them to improve their customer service department.


12/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Our annual bill did not show "to and from" dates. I assumed if I did not pay the bill the newspaper would stop delivery when the previous year's payment/coverage ended. I did not know when the previous year's coverage ended so when delivery continued I did not know they were delivering it on a "grace period basis". I was eventually presented with a bill for $62.85 for the newspaper that had been delivered under this "grace period". I called to complain but agreed to pay when told it had been delivered under this "grace period" but I told the newspaper staff person I was not going to pay any more and I wanted delivery stopped immediately. I couldn't believe it when in November I got another bill which showed I owed another $10.80. Ultimately, I now am receiving a collection notice for the $10.80 as I refused to pay it. I am going to go ahead and pay the $10.80 as I don't want my stellar credit rating tainted by a silly little $10.80 collection notice but I want it on notice that The Sacramento Bee is underhanded in its practices regarding delivery and billing. I will never subscribe to their paper again.

Desired Settlement: If they have filed anything on my credit report I would like it removed. I don't feel I owe the $10.80 abut I don't care about getting it back. It's not worth the hassle.

Business Response:

The account has been active for several years. In this case, the account expired on 8/23/15. As a standard business practice, The Bee sends out a renewal notice 4-5 weeks prior to the expirationd date. On all renewal notices, The Bee states the paper will continue unless The Bee is notified otherwise. The first renewal was sent on 8/3/15 and the second one on 9/21/15. The account was stopped on 10/24/15 and a payment was posted on 11/23/15. The remaining balance should have been cleared at this time as well. However, since the $10.80 is still showing, we will have it cleared today, 12/21/15. This amount will not show on any credit report. The collection company is a third party vendor The Bee uses to mial out final notifications. The third party vendor will also be notified that this is resolved and cleared.

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

Thank you

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  Further, after reviewing the previous year's bill, I see that they do give an "Expiration Date" and they do state that they will continue service until notified to stop service so I think I was in error in how I handled the account.  I did ultimately pay all charges that they say I owed including the last $10.60 (or $10.80) that they say I owed and that check was cashed and paid.  So, I should be completely settled with them.  I apologize because I should have read the fine print more clearly and this whole mix-up could have been prevented.  Thank you to the Better Business Bureau for checking things out.

12/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My complaint is that my last 6 month subscription ended 6/25/15 which would end on 12/24/15 but my notice shows it ends 12/22/15 that's 2 days short. The bigger problem is that I stopped paper for 10 days while on vacation with the expectation that the days would be add at the end of current subscription as was last year. When I called Sac Bee they told me that's not the case, that I paid 9 days for a paper I didn't get. Why is this an acceptable practice? Why isn't there a why to stop and restart my subscription with out canceling it?

Desired Settlement: I think Sac Bee should be force to only charge for what they deliver. Also have a way to account for peoples vacation. One or two days of vacation not to big a deal but at 2 week or more at the present price of almost $12 a week it is a rip off.

Business Response:

The account for Mr. ***** has been credited for the 10 days and the new expiration date is 1/1/16. The Bee changed the vacation options back in 2012. At that time, The Bee implemented a print and digital subscription, which allows customer access to reading the paper while on vacation. The subscription includes unlimited access to The Bee on any iPhone, Android, PC, laptop or tablet. Since The Bee is accessible 24/7, the account is no longer extended while away on vacation. In this case, the Customer Service Representative gave Mr. ***** a one time credti for the 10 days and notified Mr. ***** of the change. 

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

Thank you

Consumer Response: I am rejecting this response because: I do not use internet for the Bee and have no choice since it is a automatic add to paper subscription. So I am already paying for something I don't use. No only am  I forced to pay for online option I don't use and now also the paper I don't get for the days I am on vacation.

12/16/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a delivery subscription on October 25, 2015. When purchased we were notified that the paper deliveries would start within 5-7 business days. This subscription was for weekend newspaper delivery. We received a paper delivered on Sunday November 14, 2015. We have since not received a paper. After several attempts to resolve this issue with the customer service department we have not had any resolution.

Desired Settlement: I want a documented explanation to why this problem has not been address by the customer service center. I also expect continued delivery for the term requested. If any further issues occur I want documentation noted in the account that a full cash refund for the original purchase price will be given within 30 days and any further service will be canceled immediately.

Business Response:

This subscription was started on 11/13/15 fro Friday-Sunday delivery. This was a ******* offer. Our records indicate several complaints and messages on the account (11/15, 11/18, 11/22, 11/23). Then, the account was stopped for poor service as of 11/27/15. We do apologize for the delivery problems. This information has been given to the distributor and the regional manager regarding the poor delivery. Since this payment was not paid directly to The Bee, it does take a little longer to get a refund generated. The initial payment was made to *******. The refund should be sent out this coming Friday 12/11/15. 

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

Thank you

12/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We cancelled our subscription with Sacramento Bee about a Month ago. Since then we have been contacted numerous times to renew our subscription, we have clearly indicated we have no interest in renewing our subscription and have asked to put us on no call list. Despite our request we continue to receive calls from Sacramento Bee and this has turned into harassment.We hope by contacting the BBB that these calls would stop.Regards**

Desired Settlement: We just want Sacramento Bee to stop calling our home to renew subscription for the paper.

Business Response:

Mr. ******'s phone number has been added to our do not call list as of 12/1/15. This has also been given to all Sales vendors to remove from all current calling files. We do apologize for the inconvenience. The account has been stopped as of 11/7/15. Our standard business practice is to try to contact customers after they have stopped to win them back. In this case, we understand Mr. ****** no longer wants to be contacted and we have taken the necessary steps to stops the calls.

Please feel free to contact us at ************** idf you have any further questions or concerns. 

Thank you

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

Complaint: **** ****We are subscribed to a complimentary Sacramento Bee YES Magazine (Your Essential Shopper) for about 2 years now. It is a weekly Sunday circulation that includes manufacture coupons. We have had numerous times where they have failed to deliver this magazine. We have contacted their customer service over 10 times to solve the problem, and they always say they will fix the problem and contact their distribution department in our area to fix the delivery. The problem seldom gets resolved on a consistent basis. We have tried to speak to a supervisor or manager above the customer service reps, but have never had call returned by them. I have also called the customer service rep to request to talk to a supervisor, and have been put on hold for 20 minutes to 40 minutes at a time to never speaking to a supervisor, and only directed back to a customer service rep. This poor customer service is a bad reflection on this company. Their is also the concern on whether the Sacramento Bee is violating any promotional/advertising contract that they may have with coupon consumer product manufactures. If this is the case the manufacture company needs to be notified. It seems each time the customer service rep says they will contact the distribution department to fix our subscription to ensure re-deliver. Why is our subscription always being cancelled? We realize that this is a complimentary/free service, however this is a service offered by the Sacramento Bee, if they are not going to follow through, than don't offer this service, or provide a clear disclaimer stating the reason why the "YES" magazine is not a weekly or consistent subscription/delivery. Please assist! Sincerely,**** ****

Desired Settlement: We would like someone from management, and request to be contacted by a manager that is above a customer service rep, above a customer service supervisor, and above their distribution department. We request prior to the call research and resolve as to why the YES magazine delivery has been so inconsistent.Thank you for our support and service.Eric Fong

Business Response:

Thank you for the information provided. We apologize for the problems you have been experiencing with the Yes delivery. Over the last year, there has been a change in distribution companies. The most recent change happened in July 2015. This information has been given to the new distributor and it has also been provided to the Operations Manager and Regional Manager. The distributor has confirmed this address is on their route list and they have assured us that they will arrange delivery going forward. 

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

Thank you

12/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I gave you an effective date of Saturday, October 31, 2015 – I have written you for the THIRD time today. I tried to cancel by calling and you NEVER answer the phone. I am sending a copy of this letter to the Better Business Bureau in Sacramento, maybe you will cancel this account then?

Desired Settlement: CANCEL my service to account number ********! Thank you, *** ******

Business Response:

This account was stopped 9/3/15 with an amount past due of $80.29. We received a payment on 9/18/15 to clear the balance. Then, on 9/20/15, The Bee received another payment of $77.48 through our automated system. Along with the payment, we also received a new start from one of our Sales vendors. The account was restarted on 9/22/15 on a promotional rate of $2.95/week for 26 weeks. The account is currently paid until 3/8/16. As requested, the account has been stopped and a refund will be generated back to *** ******. There is also a second account at this same address under a different name. This account was started on 10/2/15. To find out more information on the second account, please contact us by phone.

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

Thank you

12/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Since April 2013, I have requested five different times (in writing) that they stop delivering their Yes! and MVP advertisements to my home. Each time, I received a response within two days, assuring me that the ads would stop being delivered. The Yes! ads stopped for a while, but have now started again. My last request to stop these deliveries was made four weeks ago, well over their "2 weeks to process" claim. With the holidays coming up, I am also concerned that these two sets of advertisements are being tossed on driveways, making it obvious that the house is empty when the occupants are out of town.

Desired Settlement: I want the Sacramento Bee to stop delivering any and all advertisements to my home, and to remove my address from all of their distribution lists.

Business Response:

This address has been removed from our distribution list. We do apologize for the inconvenience and for the ongoing problems. This information has been given to the lcoal distributor and the regional manager to ensure these 2 products are not delivered. The information on the vacant homes will also be addressed. Our distributors receive a weekly list. The address is not on that list and should not be delivered to this address. This will be resolves immediately.

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

Thank you

12/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: These are the facts:Jan-Feb 2015 subscription term paid January 20 in the amount of $32 ($3.68/issue@3 issues per week ending Feb 22)Prior to the beginning of a new term I requested that:#1 my subscription be downgraded to Sunday only #2 that I receive the promo rate offered to new subscribers, and #3 that if either one of those things be impossible, to cancel my subscription and purge my payment information.Someone with SacBee confirmed to have received my request initially, but later said they weren't contacted about any cancellation or downgrade of service. The Bee did not honor my request, continued to service my address @ the $3.68/issue rate/3 issues a week until June 28th when they finally cancelled the subscription. The justification for this was a 90 day grace period not mentioned in their terms & conditions that allows them to continue delivering the paper in the event of non-payment as a Courtesy.-90 days from February 22 is not June 28th.-I deauthorized payment in accordance with my cancellation request, I didn't consent to future service and explicitly denied payment for any future services rendered.-Delinquent referred to ****** ********* ***, calls from SacBee and *** representatives as well as mail correspondence continued thru 10/19/25! SacBee attempted to collect a disputed debt that they already sold to a collections agency-I refuted the debt and **** from SacBee Interactive Services WAIVED the balance on 8/25-After continued unfair collection tactics and fear of adverse reporting affects on my score, I paid $81.99 to *** 9/11, but calls continued10/23 I received confirmation that it was indeed WAIVED but have yet to receive a response to my request of a refund or bill credit since it was agreed that the debt was invalid to begin with and the manner in which they went about collecting it was unlawful. The confirmation had a generic apology which I accept conditionally with a result refundLast call from *** was 10/19 when my daughter answered

Desired Settlement: Any and all negative reporting by ****** ********* Inc as a result of the disputed debt will be corrected. The balance of $81.99 that was paid and later WAIVED must be either credited to my account for use on a future subscription at the promotional rate (I'm now eligible), or refunded using the original method of payment made to ARM. 90 grace per. needs to be explicitly disclosed and consent must be obtained prior to its enactment within the full terms & conditions. Stop calling my daughter.

Business Response:

Customer was stopped on 6/27/15 with an amount due of $81.99. On 10/20/15, the grace of $81.99 was removed by a VIP supervisor. The payment sent in was not posted until 10/26/15. Since the grace amount was removed from the account, the payment of $81.99 restarted the account on weekends only. The current expiration date is 2/5/16.

On 11/12/15, Ms. ********* phone number was placed on the do not call list per her request. Also, on 11/12/15, the customer service representative notated Ms. ******* had missed 5 papers. These 5 missing papers have been credited to the current account. 

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

Thank you

12/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid the Sacramento Bee $77 in March of 2015 and told them upfront to NOT deliver any more papers after the delivery period I paid for expired because I was moving. The sales rep promised he activated the "not Renew" feature on my account; however, They continued to deliver the papers for 3 more months and ignored my requests to cancel the paper three times. They also harassed me calling my cell phone sometimes multiple times a day telling me I was overdue in paying for a subscription that I explicitly cancelled multiples times. I will never order this paper again because aside from shady billing practices I experienced delivery problems multiple times; I had to call and complain I was missing a paper too many times to count. I would like a refund of $50.00 since that is what they are telling meI owe-- which I do not as I cancelled the paper upfront when I ordered it. I am not asking for cash, just for my previous account To be credited and their collections agency informed that I do not owe anything on the account. Thanks.

Desired Settlement: Credit to my previous account so that it shows paid in full and the collections agency told to erase my record.

Business Response:

Customer's account was in a grace period when the payment was posted on 3/6/15. Ms. ******** previous account started on 7/4/14 and expired on 12/25/14. Since the account does not stop automatically, the paper continued after the expiration date. The Bee allows a 90 day grace period for subscribers to renew their subscription. The Bee also send out renewal notices stating the paper does not stop unless The Bee is notified otherwise. The renewal notices for Ms. ******** were sent on 1/4/14, 1/29/15 & 3/5/15. Then, one of our retention vendors called to collect payment. This payment would have paid the account until 6/18/15. Our records show several transctions placing the account on vacation stops from 3/14/15-3/22/15, then again on 5/21/15-5/26/15, then again on 5/27/15-6/6/15. Once the account expired on 6/18/15, there continued to be activity on the account. Another vacation request was placed from 7/29/15-8/5/15 and 9/14/15-9/23/15 before permanantly stopping on 9/23/15.

There is no indication of any refund on this account. Since the account was expired on 6/18/15 and stopped on 9/23/15, the amount owing is $49.19. However, as Ms. ******** states, she was under the impression the account was going to be stopped. The account will be cleared of the $49.19 to update the account status to a zero balance. Please note, if you decide to resubscrbe at any time, the subscription does not stop automatically. 

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

Thank you

12/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a one year subscription for home delivery of the Bee newspaper. Just before the subscription expired, I received a bill from the Bee for renewal of my subscription. I chose not to renew -- so I did send the Bee any money. The Bee continued to deliver their newspaper to me after the termination date. We called customer service and requested that the service be stopped. The paper continued coming. We again called the Bee and asked the delivery to be stopped. Finally, the delivery was stopped around October 25, 2015. Since then I have received numerous Bee phone calls from different cities asking me to renew the delivery. I have told all of them we did not want renewal. When the fourth call from Fair Oaks came today, I emphasized that I did not want the renewal, and did not want any more phone calls. The caller said I would have to pay the Bee about $41 for unpaid paper delivery to stop collection calls. I told the caller I was disputing the charges -- requiring cessation of collection attempts pursuant to the California and Federal Fair Collection Practices statutes. California and Federal statutes are clear that delivery of unsolicited merchandise need not be paid for. Since the Bee operates under a prepaid system, my option to not pay for renewal of the newspaper made newspapers delivered after the subscription termination date unsolicited merchandise The Bee will contend, I am sure, that once a customer signs up for delivery service, the service can continue forever -- requiring payment for all delivered newspapers. This is their stated policy. This is mere wishful thinking. If the Bee contract specifies a subscription termination date -- as it does, no affirmative act is required by the subscriber to cancel the paper after a non-renewed termination date. A class-action lawsuit needs to filed against the Bee to stop this abuse.

Desired Settlement: 1. Cancellation of any charges the Bee thinks I owe them. 2. Cessation of all calls regarding Bee renewal or collection of any money.3. Absolutely no reporting to anyone that I did not pay a bill.

Business Response:

Mr. ********'s account has been cleared as of 11/5/15. There is a note on the account that Mr. ******** contacted our Customer Service Department by email on 11//9/15 to follow up on the status. A note was placed on the account stating, 'informed customer that the account shows a zero balance and will not reflect on his credit rating.' 

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

Thank you

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I would add, however, that I have been harassed by at least four different sales companies asking me to continue subscribing to the Bee and if not, asking me to pay the $41 they incorrectly thought I owed.  I received at least 30 calls from these people and only got the calls stopped by blocking their numbers.  If, prior to this harassment, I harbored some interest in re-subscribing to the Bee, that interest has been forever destroyed.  Bee -- never again.   

11/25/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The news paper is not delivered 3 times a week.Customer service opens at 8:00 am. I need to wait until 8:00 am to call. Customer service always say the same "I am very sorry". They say the paper will be deliver in 1 hour.They do not deliver the paper in 1 hour. I call again, now customer service is very sorry but can not deliver the paper. They want to deliver the following day. I do not read old news and even take the word, they do not deliver the paper anyway.They say that they will credit the account. They never do.The advertise home deliver when I subscribed

Desired Settlement: I want the credit in the accountI want to know if they can not deliver the paper why they advertise and charge for thatI want the paper to be delivered every dayI want for a supervisor to pickup the phone and give to me a solutionWhen customer service aid\: they will call you, I want for them to do it

Business Response:

There have been several complaints on the account throughout the month of October. The last complaint registered was on 10/22/15. This information has been forwarded to the appropriate distributor and regional manager. The documentation also shows a credit of 14 days due to the poor service in October. The account is currently paid until 11/17/15.

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

Thank you

Consumer Response:

I am rejecting this response because:

I got last week an invoice, the account was unpaid from 10/18/2015

2 days later I got another invoice and the last one. The paymento was due on 11/04/2015

I e-mailed the Sacramento Bee referring the 2 invoices, and asking for a clarification.  They never responded.  

Now I read the account is due on 11/14/2015, first time a read this thru BBB, not on the invoices I received

My question now, on 10/18/2015 I paid for 5 weeks.  When my next invoice is due 10/18/2015 per invoice of last week, 11/4/2015 per invoice of last Friday, 11/14/2015 as they wrote to BBB.  Where are the credits of the papers they did not delivered

 

 


Business Response: Mrs. *****'s account was adjusted for 14 days credit on November 4 and an additional 30 day "good will" credit on November 25.   Mrs. ***** was contacted by phone on November 25 and she was informed her account was now credited through January 21.   Mrs. ***** reported the credit adjustment met her satisfaction and we will work to ensure consistent delivery going forward. There have been delivery service issues related to this account which are being addresses as well. If additional information is needed, please let me know. Thank you, ****

Consumer Response:  
Better Business Bureau:

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

11/19/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: This is in regard to the Sacramento Bee newspaper. On 1/6/15 I wrote a check for $123.76 for a 52 week Sunday Only subscription. In June, I received a renewal notice stating my expiration date was 6/28/15. This would be only 6 months & I had only received 25 newspaper by them. I called & was told I was wrong. This woman argued with me in a way I am unacustomed to. She talked about holidays & I told her I didn't receive any paper except on Sunday or did I order my other papers. So I decided to write them showing their mistake - sent a copy of cancelled check, my renewal notice & letter.

Desired Settlement: I did not hear back from them. Received a 2nd notice on 8/16/15 and again sent copies plus added to the letter. This time I sent it to the circulation Sept. + marked "Manager" on it. Again did not hear back. My paper has stopped. My calculation says that 52 weeks ends 1/3/16. I believe this is a terrible way to conduct business & felt I needed to write to you about it. Thank you for naything you can do.

Business Response:

Mr. *******'s account was on daily service until 1/11/15. On 1/11/15, the account was changed from daily to Sunday only. However, at that time, the daily paper had expired on 11/28/14. There was an amount due at the time of the delivery change. The amount at that time was $43.31. When the payment of $123.76 was paid, the $43.31 was deducted from that payment. The remaining credit was applied to the Sunday only delivery. The new expiration date was 6/28/15. The Bee does not stop accounts on the expiration date, which is why the account continuned until 9/26/15 (on a grace period). The balance of $30.44 ws from the expiration date of 6/28/15 - 9/26/15. We definitely apologize for the poor customer service Mr. ******* experienced. At this time, the account has been cleared of any past amount due. Our hope is Mr. ******* will restart his subscription in the near future.  

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

Thank you

Consumer Response: Consumer stated 
" Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me but still had a bad experience with the Bee and will not use the service again." **** *******


11/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Like so many others who have complained on your site, we DID NOT RENEW our Sacramento Bee subscription when it was due to EXPIRE - that is, END. As of that date, we no longer wanted the paper or we would have renewed. We note that the Sacramento Bee claims to have a "90 day grace period" during which it is their practice (not my wish) to continue delivery. They also, then, believe they have some right to collect for the delivery of these unwanted and UN-SUBSCRIBED-FOR papers. Moreover, there is no obligation on my part to talk with anyone at the Bee about anything. My obligation, should I care to have the paper, would be to PAY FOR IT IN ADVANCE. We have been contacted repeatedly by persons claiming to be with the Bee, or affiliated somehow with the Bee. They claim there is an "undue balance on my account." This is, of course, impossible, since subscriptions are paid in advance of delivery. What the Bee does with ALL of the rest of time not during the subscription period, let alone the so-called 90-day grace period, is strictly their practice -- in no way obligating me for anything.

Desired Settlement: If, as the self-described Bee affiliates claim, there is a balance due on the account, it should be reduced to zero. And, the Bee should stop calling us on our "Do Not Call" listed number. We no longer receive the paper, nor do we care to. Our subscription ended sometime in July, 2015.

Business Response:

This customer account was cleared on 10/29/15. The customer was stopped 10/8/15 with an amount due of $121.08. The account expired on 7/10/15. The Bee sent out the first renewal notice on 6/22/15. Then, sent one on 8/10/15 & 9/14/15. Since The Bee does not stop subscriptions on the expiration date, the account continued on the 90 day grace period. All renewal notices state, "The paper will continue automatically, unless The Bee is notified otherwise." If the paper was stopped in the expiration date, Mr.****** account would have stopped back on 7/18/14. The renewal payment during that time was not posted until 7/23/14. The reason for the grace period is to allow time for the payment to be processed without an interruption in service. As a long time subscriber, we appreciate the readership and we have cleared the account from all collection efforts. 
We do hope Me. **** decides to renew in the near future.
Please feel free to contact us at ************** if you have any further questions or concerns.
Thank you

11/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I want to complain regarding the Sacramento Bee's business practices. One day a young student knocked my door and asked me to subscribe to Sacramento Bee for only a specified number of days and in return Sacramento Bee will provide her some kind of funding for her education. To support a school student I agreed for the subscription only for a specified number of days and I HAVE PREPAID IN FULL for that subscription whatever the student quoted. I paid the student in cash and also got a confirmation that it is only one time and there NO MORE PAYMENTS REQUIRED UNLESS I WANT TO EXTEND MY SERVICE from Sacramento Bee. Sacramento Bee continued to deliver their news paper after the subscription ended and in the meanwhile they called me for extension of service and bill dues. I clearly informed the agent, I don't want any extension of subscription outside the amount I prepaid. The phone calls went on for 5 or 6 times. In the last call they said they will terminate the service but now they want me to pay the dues for additional news papers they delivered which I didn't request for or paid for. Now they are demanding me to pay 24.76$ as dues for the service they dumped on me without me requesting for it. Added to this they have hired ***** ********* to extract the dues from me and this is clearly a case of harassment. 24.76$ is not a big sum but ethically I don't feel I should pay that. I didn't expect this kind of unscrupulous business practice from organizations like Sacramento Bee.

Desired Settlement: Please stop the collection calls and stop sending the collection notices through third party debt collectors (***** *********). This is clearly harassment for unsolicited service outside the service I requested and prepaid. It is clearly a lesson for me to never subscribe for Sacramento Bee even if it means to help someone like in my case I tried to help a student.

Business Response:

This account was started 4/25/15 for weekend service only. When the salesperson sold the subscription, he/she should have also given the customer a receipt. On the receipt, it states the paper will continue unless The Bee is notified otherwise. The account was set to expire on 6/28/15. However, as part of standard practice, The Bee sends out a renewal bill 3-4 weeks in advance to notify customers the paper will continue unless The Bee is notified otherwise. After the first renewal, Thed Bee sends a second and a third renewal with the same information. In this case, the renewals were sent on 6/8/15, 7/27/15 and 8/31/15 before the account was stopped on 9/26/15. Since Mr. ******* claims he was unaware of calling to cancel, The Bee has cleared the balance of $24.76. All collection efforts have been requested to stop. And, this does not affect Mr. *******'s credit. The collection company we use is a 3rd party vendor contracted to collect past due balances.

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

Thank you

Consumer Response:

 
Better Business Bureau:

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

Thank you for taking up the complaint which I couldn't resolve in the phone calls with Sac Bee. Also, thanks to Sac Bee for quick resolution.


11/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My delivery subscription rate increased 23% earlier this year. When I called up to complain on July 7th, I was offered the lower rate of 39.40 for the next 5-week period. This amount was taken out of my account in August. My next bill is for 49.40 for the next 5-week period. I called again to remind them of the price agreement they offered in July for the lower price of 39.40 .I was given some double talk by them that since was offered the 39.40 price, that they would honor it in the future. What about now?I wanted by 10.00 back for the difference, and was told no,that the 10.00 would be used to "Extend my 39.40 subscription." You should not commit to a lower price, then charge a higher one. I AM REQUESTING THAT MY ACCOUNT BE CREDITED 10.00, the difference that their customer service department told me I would pay, (39.40) vs. what I was actually charged, (49.40) on September 24,2015Thank You.

Desired Settlement: Please credit my ATM Account $10.00

Business Response:

Customer's account was credited $10.50 on 9/24/15. The rate of $49.90 was charged on 9/21/15 and was set to expire on 10/20/15. With the credit of $10.50, the account was extended to 11/4/15. The next payment cycle is set to charge on 11/9/15 for $39.40 for 5 weeks. Since the account is on an AutoPay plan, if there is a change with the rate, The Bee sends out an email 30 days in advance to notify our customers of any rate change. In this case, the rate was going to increase, but the Customer Service representative honored the original rate.

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

Thank you

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  However, the bee does not conduct business in an ethical manner, charging different people of various age groups differing prices for receiving the same product

11/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Beginning approximately 6 weeks ago, someone has been stealing my newspaper. My box is located at the intersection of ***** ****** **** and ******** **** and is very accessible to anyone from our development or driving by on GVR. Initially, I wrote my address in a very visible location on the inside lip of my box. That did not work. I then typed a note and taped it to the box that read "Please do not steal our newspaper". The next morning the note had been torn off and thrown on the ground. When I initially contacted the Bee, I suggested that the solution to the problem was to provide me with the service I was paying for, which is "home delivery". The service rep agreed and we agreed that I would relocate my Bee box to the entrance to my driveway. She told me my paper would be delivered beginning the next day. It should be noted that my driveway is approx. 1 1/2 miles from ***** ****** ****. The entire road is paved to my driveway and all the roads have a non-exclusive public easement. These are not private roads. 4 weeks latter I have yet to receive my paper. Since my initial contact, I have discussed this problem with **** (rep), ***** (sup), ***** (sup), **** (rep), Who forwarded my name and number to ****** *********** (distribution manager) and ***** (rep). On each occasion, I asked that the Bee follow up with a phone call to me to advise me when my service would resume. I have yet to receive a single call from the Bee. I have several opinions about what is occurring. 1) I believe that the Bee staff continues to ignore my situation hoping that I will give up and cancel my subscription. I will not. 2) The Bee places more consideration on their convenience than quality service to me as a subscriber. 3) the Bee staff is not being held accountable for their handling of my problem. I have been a loyal subscriber to the Bee for nearly 40 years. I depend on the Bee to keep me informed on current events. I refuse to subscribe to their on-line subscription. I would appreciate your help.

Desired Settlement: Resume my subscription delivery service with daily delivery to the Bee box at my address driveway.

Business Response:

Mr. *********'s complaint and information has been given to the appropriate distributor and regional manager. The regional manager reported back that there are some changes happening with the carrier in this area. The distributor is working hard to get this area covered and have the paper delivered everyday. We apologize for the recent problems with the delivery. Please note, the delivery problems will be resolved.

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

Thank you

Consumer Response:  
Better Business Bureau:

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

10/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a 1-year subscription to the Sacramento Bee newspaper for Sunday only delivery. This subscription was fully paid for prior to the beginning of services. As my expiration date neared, I received notification to contact the Sacramento Bee if I wanted to continue my services, which I did not want to do, therefore I did not contact them to renew my subscription. The carrier continued to deliver the Sunday only newspaper for a few more weeks. I have received phone calls from the Sacramento Bee telling me that my payment is overdue, which is false because I did not renew my subscription. The Sacramento Bee has now sent my account to a third party collections agency in an attempt to force me to pay for a service that I did not renew or authorize.

Desired Settlement: Zero out any balance that The Sacramento Bee thinks I owe. The subscription was paid in full prior to the beginning of delivery and I did not authorize renewal. I owe nothing. Since my account has been sent to a collections agency, communicate immediately with that agency that this was a Bee error and not financial negligence on my part.Communicate in writing that the above items have been accomplished along with the name, title, and telephone number of the responsible Bee employee.

Business Response:

Customer's account was cleared on 10/8/15. Customer has been receiving the Sunday paper since 10/15/13. The account was originally started with a Groupon offer. Prior to the Groupon offer expiring, The Bee sent out a renewal notice on 3/10/14. Ms. ***** renewed at that time by paying for another 52 weeks of Sunday delivery. As standard practice, The Bee sent out a renewal on 3/23/15 (prior to the expiration date of 4/12/15). A second renewal was sent on 5/11/15 and a third renewal on 6/15/15. All renewal notices state, "The paper will continue automatically, unless The Bee is notified otherwise." The Bee also sends out email reminders and makes phone calls to contact the customer. In this case, the amount of $10.01 was cleared and the collection vendor was contacted to stop any further notifications. The collection vendor (A.R.M) is a third party vendor who sends out final notices to collect on past balances. The Bee does not report subscription accounts to any collection agency or bureau. The A.R.M notifications do not show up on any customer's credit report.

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

Thank you

10/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled my longtime 7 days a week subscription after more than 10 years. I always loved the section with lots of local news, the word search puzzles. So much is nonexistent now. I don't know why all the changes are being made but getting it 7 days a week is a real waste of money these days. The Monday paper looks about 10 pages long! Not worth the money anymore

Desired Settlement: Bring back the old style newspaper we had

Business Response:

We are sorry to hear *** **** is cancelling her subscription. The Bee has redesigned the paper as of May 2015. With the redesign, we have been collecting customer feedback and we have made a few changes along the way. *** ****'s feedback will be documented and given to upper management along with customer feedback we receive daily. The recent change with the puzzles has allowed The Bee to add a few new puzzles and offer our 24 page Fun & Games book to our readers. At this time, we are offering the Fun & Games book for 8 weeks at no cost. At the end of the 8 weeks, if *** **** wants to keep the book, it will be $0.50/week. We hope *** **** reconsiders her subscription. 

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

Thank you

Consumer Response:  
Better Business Bureau:

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

10/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Someone needs to look into the way the Sacramento Bee figures its subscription rates. Three of us - all subscribers for more than 25 years are pay three different amounts. The MONTHLY rate ranges all rounded rates) from $25 to $62. Two of us were at a rate of $40 (by the way, NOT identical amounts) last month when we decided to question why we were twice the amount of the third. After two very unsatisfactory phone calls (where NO resolution was made or reason for the different prices was given) I received an email informing me that my rate was dropping to $35. The other one, my elderly aunt who I'm sure is not as confrontational or demanding as I am, received an email today informing her that her rate was RAISING to $62.

Desired Settlement: I would just like to know, a question that their phone help can't answer, is "How is it that there are such different rates out there for people living in the same area, paying for the paper the same way, and all long-term subscribers?"

Business Response: All subscribers rates are subject to change on the next renewal cycle. This is also stated on all renewal notices and autopay receipts. Unfortunately, we cannot compare other accounts to this one. All accounts are different for various reasons (the rate on the initial start, promotionl rates, delivery issue credits, vacations, type of service, etc). The rates are not based on the years of being a subscriber. In this case, the ******* residence is on an automatic payment cycle every 5 weeks. Over the years, The Bee has had a price increase which affects all customers at different times. Currently, the ******* residence is paying $52.40 every 5 weeks. The Published rate (located on page 2A in the paper everyday) is $16.33/week or $81.65 every 5 weeks. 

We do apologize for any confusion. This account has been set back to the previous rate of $41.90 for 5 weeks on the next renewal cycle. However, this does not prevcent the account form any future price increases. We show an email on the account. If the rate is going to change, an email will be sent 30 days in advance.

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

Consumer Response: I am rejecting this response because: Actually, I guess I am accepting it because I have no other choice.  To say I'm frustrated with the Bee would be an understatement.  BUT, just for BBB's information, the Bee already dropped my bill back down to $41.90 per an e-mail to me dated 8-31-15 - although I've been billed the higher rate since then.  I don't think they know how much they charge for their subscription.  And, the three accounts I talked about in my original complaint, they are identical.  I know this because they are my parents and aunt.  I've compared all of the bills and have copies.  I realize I do have one more recourse and that's to cancel my subscription.  Right now, I'm thinking about it.  Thank you.

9/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The Sacramento Bee keeps calling for service (last 2 months) even after we have declined. They have used different numbers including the spam caller id ***** ** *****

Desired Settlement: To be taken off all their Bee list.

Business Response: The phone number ************ has been added to our do not call list. This information has also been given to the Sales Manager to stop all sales calling to this number.

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

Thank you 

Consumer Response: I am rejecting this response because: The number is wrong. ************ *s the correct number. Please address this number on the do not call list.

Thank you,
****

Business Response: As of today, this number provided ************ has now been added to the do not call list and sent the Sales Manager. The previous number was added according to the phone number provided in the BBB complaint. The address in our system has a different first name, a different phone number and a different email address. Unfortunately, we cannot assume the information in our system and the information in this complaint are the same. Now that we have confirmation of this phone number, it will be removed from all Sales calling.

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

Thank you

Consumer Response:  
Better Business Bureau:

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

But they called ************ again tonight at 8:19PM, ***** ** **** ************.

****

9/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear sir, I would like to file formal complaint against the Sacramento Bee Newspaper! For past several week's I have been receiving number of very aggressive phone call's regarding my subscription renewal with newspaper! I have made it very clear with different representatives of Sacramento Bee that I'm not interested in renewing their newspaper! Recent phone numbers received ***** ******** and ***** ******** have been this past 2-3 weeks! I have caller I.D. and number's show under California call! I'm clearly lived over these unwanted solicitated phone calls and would like put to stop to all this nonsense! The different representatives are very aggresive in their selling manner regarding customers! One of many reasons for canceling newspaper is very poor format of the paper itself! Also not complete box score's of sports section. Another valid reason regarding the price of newspaper! Over past year they kept increasing subscription price on me! $441.40 per month is far too much to pay for poorly formated newspaper!

Desired Settlement: Could you please investigate this matter regarding my complaint against the Sacramento Bee! Thank you for looking into this matter on my behalf! I appreciate any efforts from your staff! Thanks again! Sincerely *** ***** *** ****** ****** *** ****** *** *****

Business Response: Mr. ***** was a subscriber for several years on our easypay payment plan. As of 8/7/15, Mr. ***** cancelled his subscription due to the new redesign of the paper. As a standard business practice, The Bee sales team makes an attempt to contact former customers to offer a 'comeback' promotion. Since receiving this complaint, Mr. *****'s phone number has been applied to our do not call list. The phone number has also been given to the Sales Manager to have all calls stopped. We do apologize for any inconvenience.

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

Thank you

9/15/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have asked the Sacramento Bee to stop dumping their *** advertisement on my property since June 2015. I've complained via their online form and they assured me this would stop. I stopped taking the Sacramento Bee newspaper after 30+ years because of their customer service and now they deliver this advertisement to all homes unsolicited. I am disabled and risk falling in order to retrieve this advertisement and toss it in the trash. The advertisements are thrown on the lawn, driveway, sometimes they throw two copies of them in the yard. They will not stop. I'm hoping a BBB complaint will help. Thank you.

Desired Settlement: I want them to stop dumping their *** advertisements in my yard. I don't want them.

Business Response: This complaint has been given to the local distributor and regional manager. A message was sent back on 8/25/15 and again on 9/6/15. These deliveries should not be going to this address. We tried to call Ms. ****** to follow up on this complaint, but there was no answer. 

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

Thank you

Consumer Response:  
Better Business Bureau:

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

9/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I wish to make a formal complaint regarding the Sacramento Bee's business practices. When the Bee made changes to it's format this Spring we responded to their feedback questionnaire on-line. We reported that we did not like the new format and would not renew. Our subscription was due to expire on 05/13/2015. I called the Bee to cancel our subscription. However, our request was never passed to the correct department and the papers kept comping. We received a call from an outsourced customer service rep (I think from the Philippines), there was a language barrier, again we informed that caller that we cancel the subscription. Several weeks later we got a call from another Bee Valued customer representative located in Chicago, again we informed the caller we cancelled. Last Thursday we got a call (caller ID ***** ****) which was a caller representing the Bee's accounting department informing us that our account is past due. Again we let let the this person that we cancelled back in May when our subscription expired. I tried to contact the Bee but you are unable to talk with a person so I sent the following to their impersonal interactive customer service message format: "When we received a survey regarding the Bee's change in format we responded that we didn't care for the new format and planned to not renew our subscription. We also had a week where we had severe problems with delivery. We did not renew our subscription when it came due. We had two calls over the last two months and we again said we WOULD NOT RENEW our subscription. Both calls were "outsourced" calls; one from the Philippines or India and another from the East Coast. Today we received a call from the Sacramento Bee Accounting Department (caller ID: ***** ****) demanding that we give them a credit card to get our subscription current. We have been long time subscribers of the Bee and are so disappointed in the quality of the paper and customer service. I feel that the Bee print edition has a limited future. I am sorry to see that happen. PLEASE UNDERSTAND THAT WE HAVE TOLD THE BEE THREE TIMES THAT WE NO LONGER WANT TH E PAPER. WE ARE NOT RECEIVING THE PAPER. STOP THE COLLECTION CALLS AND LEAVE US ALONE!!!!" I received the following response from the Bee on August 23, 2015. "Dear **** *****, Thank you for contacting The Sacramento Bee. We apologize for the inconvenience caused. Unfortunately, we do not show any record of a request on your account to cancel the delivery. We only received 2 vacation stop requests through the automated system from June 25, 2015 to to June 26, 2015 and from August 11, 2015 to August 14, 2015. The delivery was not stopped on the expiration date of your subscription because The Bee provides 90-day grace period as stated on the renewal notices mailed to you. Your account was canceled on August 15, 2015 (end of grace) leaving a balance of $117.59 for the subscription from May 13, 2015. We would be glad to assist you with your payment, please call us at **************. Our phone representatives are available Monday-Friday from 8:00 AM to 4:00 PM and on Sundays from 8:00 AM to 11:00 AM. We would love to invite you back to The Bee. Log on to **************/plus to take advantage of online specials for delivery. Thank you for reading The Sacramento Bee. Sincerely, **** Interactive Services Representative Sacramento Bee *******************" After taking the Bee for over 20 years I can't believe they have resorted to such unscrupulous business practices. The small print on the Bee's invoice states "Your newspaper delivery will continue until The Bee is notified otherwise." We did notify the Bee via their outsourced reps of our desire to cancel on multiple occasions. The renewal notice does not state the notification must be in written form. We do not appreciate the Bee's "strong arm" subscription practices.

Desired Settlement: cease receiving paper and cancel subscription, do not want to pay $117.59 when we canceled the paper

Business Response: Customer's account was cleared to a zero balance on 9/4/15. The account expired on 5/13/15, however The Bee does not stop subscriptions on the expiration date. We allow a grace period to send in the renewal payment. The Bee sends out the first renewal bill a month prior to the expiraton date and then 2 after the expiration date. In this case, the renewals were sent on 4/23/15, 6/11/15 and 7/20/15. Unfortunately, it appears the request of the customer was not honored. Therefore, this balance has been cleared. We do apologize for the trouble this has caused teh Sease resident. 

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

Thank you

Consumer Response:  
Better Business Bureau:

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

9/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have attempted to cancel my subscription twice by writing "cancel" on the bill & mailing it back. The carrier continues to deliver the Sunday only newspaper to which I was subscribing. Today I got a "Renewal - Third Notice" AND a phone call from someone telling me that my payment is overdue to which I replied with an angry e-mail. Thank you for any assistance you can give me in dealing with this unprofessional and disappointing business. Sad way to end a relationship after being a subscriber since 1984....

Desired Settlement: 1) Cancel the newspaper immediately2) Zero out any balance they think I owe. They were paid in full until 6/21/15. I owe them nothing. 3) If any of this nonsense has been sent to a collections agency, communicate immediately with that agency that this was a Bee error and not financial negligence on my part.4) Communicate in writing that the above items have been accomplished, along with the name, title, and telephone number of the responsible Bee employee.

Business Response: This account has been stopped and the balance of $8.92 has been cleared. The account was not and is not sent to collections. The account was started on Sunday only delivery 1/18/15. The account expired on 6/21/15. The subscription does not stop automatically. About 4 weeks prior to the expiration date, The Bee sent out the first renewal notice (6/1/15). There was a second renewal on 7/20/15 and a third renewal on 8/24/15. On all renewals notice, The Bee states the paper will continue unless The Bee is notified otherwise. In this case, there was no indicaton of stopping the subscription on the expiration date. At this time, the account has been cleared. The amount stated in this case was for a 13 week renewal. At the time of stopping the subscription, the amount showing as past due was $8.92. 

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

Thank you

Consumer Response:  
Better Business Bureau:

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

However, I wish to add that the Sacramento Bee is absolutely lying that they weren't notified of my cancellation.  There were in fact notified TWICE in writing as I mailed the invoice stubs back to them without payment.

Thank you for your prompt resolution of this matter.  I look forward to evidence of continued public erosion of trust in the Sacramento Bee.  

8/25/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The Sacramento is disseminating its MVP advertisements by placing the ads in plastic bags and having a car drive through neighborhoods tossing them out the window at every house. The plastic bags, which are banned in most cities and banned at retail establishments in California under a recent state law, land on lawns, sidewalks, and are lodged in bushes. This activity appears to constitute littering. Previously, these advertisements were delivered in mailboxes and did not arrive in a plastic bag. Now, they are tossed from cars at people's houses, saturating the neighbors every week. Not only is this littering, but it is astoundingly wasteful. I thought that home deliveries, such as phone books, were meant to be placed on doorsteps; not thrown on lawns and sidewalks. The Sacramento Bee is responsible for this activity. I would like to know the Bee is violating any laws by tossing plastic bags on sidewalks throughout neighborhoods. The wastefulness is astounding. Ann, it is dangerous for seniors and people with disabilities because the inserts wrapped in plastic bags thrown on sidewalks can impede sidewalk access.

Desired Settlement: I would like the Sacramento Bee to cease this practice. MVP deliveries should be placed, if they are delivered at all, in mailboxes or on doorsteps; they should not be in plastic bags year round where they constitute litter and impede sidewalk access use.

Business Response: This information was given to the Regional Manager and the Operations Manager. As general practice, papers are delivered without a plastic bag. Use of recyclable plastic bags are used only when required as associated with weather concerns to keep paper dry. The distributors who deliver this product are contracted to deliver in the driveway or the front porch. A reminder has been sent to the distributor to only deliver in these 2 places, not on the lawn or the sidewalk.

Please feel free to contact us at 1-800-284-3233 if you have nay further questioons or concerns.

Thank you

Consumer Response: I am rejecting this response because: the Bee's response is in relation to delivery of their newspapers; not the paper advertisements they throw at each house every week in certain neighborhoods, which is the basis of my complaint.  The Sacramento Bee is arranging to deliver these advertisements and they arrive in plastic bags every week, and this is certainly not due to to inclement weather.  It is not raining.  I appreciate that the Bee is reminding those delivering these advertisements to ensure they land on driveways or porches.  However, I continue to see them on sidewalks and if they are on lawns, they are at the edge. I believe this is equivalent to littering.  These advertisements wrapped in plastic bags can still impede sidewalk access, and the use of plastic bags each week is astoundingly wasteful.  

Business Response: We continue to remind our delivery partners about the location of the deliveries. If this is an ongoing problem for a specific household, we ask to contact our Customer Service at 1-800-284-3233 in order to address the specific issue. As for the plastic bage, the Sunday products are delivered in pink bags each week. This is specific to our product called Yes! These colored bags are used to protect the paper from any damage (torn, wet, shredded, etc). Plus, as a standard business practice, it is much easier to confirm these deliveries are being made to the correct households. The Tuesday product called MVP does not have a specific bag and is used if there has been problems reported on damaged papers.

Please feel free to contact us at 1-800-284-3233 if you have any further questions or concerns.  

Thank you 

8/18/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: we receive the paper 7 days a week. On Sunday we pay extra for the tv log. We did not get the tv log on sunday. I called at 8:15 nd was told one would be brought out that day. No log. Called Mon. same response and still no log. Called Mon pm and still no log. We have 7 calls to get this resolved and still no log. I do not think your people knoiw how to follow through. You need better control over these situations. They need to follow up and make sure this is taken care of. I have wasted enough time on this problem. I am sure this is probably falling on deaf ears; as did my complaints. This is why your paper has declining subscribers. POOR SERVICE. Every call was automated and one person I could hardly understand. Please respond. Thank you ******* *****

Desired Settlement: Get my tv log.

Business Response: This complaint was given to the distributor and the regional manager. Ms. *****'s account includes the Sunday ONTV book and it should be delivered everyday. The last complaint on the account was for the Sunday 7/26 ONTV book. There were 3 requests sent to the distributor for a replacement. We do apologize the ONTV book was not delivered after the requests. The account was credited for the missing 7/26/15 ONTV book. Ms. ***** was contacted to follow up on the TV books from 8/2 & 8/9. Customer confirmed the service is back on track and the ONTV books were delivered.

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

Thank you

8/11/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The Sac Bee publishes an advertising paper or circular called MVP. Previously this was delivered as junk mail by the USPS where I could easily deposit it in the trash as I took it from my mailbox. Now, they have their carriers deliver this, diving down the street throwing it out their car window. For the past two weeks, I have received two copies of this in my front yard, in different places of course, which I have had to retrieve and place in the trash. Additionally, there are numerous copies delivered to vacant houses in the neighborhood and just thrown on the street and sidewalk not in front of any house. These constitute litter and decrease property values in the neighborhood. I am also concerned that If I am out of town and these are left lying in my front yard they will advertise that the house is empty and make it a target for burglary. When I called the Bee and asked that they not throw this junk in my yard, their response was to tell me what a wonderful publication it was and to attempt to sell me a subscription to the paper.

Desired Settlement: I want the Bee to stop placing unsolicited advertising materials anywhere on my property or the street or sidewalk fronting my property. I also want them to stop delivering to vacant houses and to deliver only one copy to those occupied houses where people want to receive the material.

Business Response: This address has been removed from all deliveries of free publications. This information on vacant homes has been communicated to the distributor and the regional manager. The distributor will be following up on the route list provided to be sure the publications are delivered to the desginated addresses of active customers only. 

Please feel free to contact us at 1-800-284-3233 if you have any further questions or concerns.

Thank you

Consumer Response:  
Better Business Bureau:

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

7/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have called this newspaper for two weeks,five times, including a supervisor, Kevin. I wanted to cancel our daily paper to Sundays ONLY!After five calls & a confirmation to stop daily papers to ONLY Sundays, they have continued to send daily papers. I don't understand how difficult this is to do.I refuse to pay for the papers I continue to receive daily. I ONLY want the SUNDAY paper & they cannot comprehend that, so after 6 calls, I thought I was time to turn to a third party to resolve this issue.

Desired Settlement: ITs very simple, I don't want Mon-Saturday paper no longer. I only want Sundays paper ( said for the 7th time!

Business Response: The account for the ****** residence is on a Sunday only subscription. The change was made on 7/8/15. The rate on the account is for Sunday only. We do apologize for the inconvenience of the daily papers. As of 7/13/15, this delivery area was taken over by a new distribution company. This complaint has been registered with the new company and given to the Regional Manager. There are several message reminders on the account to deliver on Sunday only. The manager will follow up on this immediately for resolution. 

Please feel free to contact us at 1-800-284-3233 if you have any further questions or concerns.

Thank you

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  However if I continue to receive daily papers, I will reopen another complaint.

7/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was not given an option to cancel subscription nor any instructions as to how to cancel on the invoice sent by mail. I contacted business after voicemail was left about a past due balance on an account and explained the issue with no cancellation options on their invoices. Customer rep told me that he'd stop the subscription as of that date but I had to contact the customer service dept to get a copy of a signed contract for the subscription, he did not resolve the past due balance issue. I attempted to reach the customer service department but their hours are very limited and was not able to reach them before closing. I still continued to get a paper delivered and phone calls about past due balance. On May 6th I mailed a cease and desist via usps. Since mailing the document I have been called 2 times, sent 2 more past due notices with an increased amount than was told over the phone originally, and now have been sent to collections (even though the cease and desist specifically says not to send to collections or if I had been they need to report that I am disputing the information). I do not owe this company one penny for a subscription that they give no clear instructions on their bill to explain how they would like to have cancelled. Their lack of clarity entraps customers into renewal and then they bully customers for payment.

Desired Settlement: I would like the Sacramento Bee to clearly state on their billing invoices how to cancel a subscription, even if this means just including a check off box that states no renewal is wanted. I would like the collection item to be removed from my credit report. If I find that the item is not removed I would seek a financial pay out, because this will effect how my credit report looks and will effect any future plans I have that involves looking into my credit history.

Business Response: Customer has been an active subscriber for several years. The grace period and cancallation policy has not changed. Since The Bee gives a 90 day grace period to renew the subscription, the account is not stopped automatically. In this case, the subscription was started as part of a ******* offer on 5/19/13. The account was paid for 26 weeks. The same offer was given to the customer on the first renewal notice 10/14/13. Ms. ******* made a payment on 11/21/13 for another 26 weeks. This time, the renewal notice was sent on 4/28/14. Ms.******* paid again, this time for 13 weeks. A renewal notice was sent on 7/31/14 and another payment was made for another 26 weeks. A renewal notice was sent on 1/26/15. A 2nd renewal notice was sent on 3/16/15 and a 3rd renewal was sent on 4/20/15 before the account was stopped for non-payment on 5/16/15. This left an amount due of $18.48. All renewal notices state, 'the paper will continue automatically unless the Bee is notified otherwise.' The Bee provides our Customer Service number and the hours of operation to process a cancellation.

There is not a check box to cancel the service. Like most businesses, The Bee likes to hear back from our readers on the reason for cancelling an account. Our goal is to keep our customers and gather feedback when a request is made to cancel a service. As fo today, this account has been adjusted to a zero balance and all collection efforts have been stopped. The ***** ********* we contract with is a vendor used to send out last notifications of a bill. Thsi is not reported to a credit bureau and is not reflected on any credit report.  

Pleae feel free to contact us at ************** if you have any further questins or concerns.

Thank you 

Business Response: Customer has been an active subscriber for several years. The grace period and cancallation policy has not changed. Since The Bee gives a 90 day grace period to renew the subscription, the account is not stopped automatically. In this case, the subscription was started as part of a ******* offer on 5/19/13. The account was paid for 26 weeks. The same offer was given to the customer on the first renewal notice 10/14/13. Ms. ******* made a payment on 11/21/13 for another 26 weeks. This time, the renewal notice was sent on 4/28/14. Ms.******* paid again, this time for 13 weeks. A renewal notice was sent on 7/31/14 and another payment was made for another 26 weeks. A renewal notice was sent on 1/26/15. A 2nd renewal notice was sent on 3/16/15 and a 3rd renewal was sent on 4/20/15 before the account was stopped for non-payment on 5/16/15. This left an amount due of $18.48. All renewal notices state, 'the paper will continue automatically unless the Bee is notified otherwise.' The Bee provides our Customer Service number and the hours of operation to process a cancellation.

There is not a check box to cancel the service. Like most businesses, The Bee likes to hear back from our readers on the reason for cancelling an account. Our goal is to keep our customers and gather feedback when a request is made to cancel a service. As fo today, this account has been adjusted to a zero balance and all collection efforts have been stopped. The ***** ********* we contract with is a vendor used to send out last notifications of a bill. Thsi is not reported to a credit bureau and is not reflected on any credit report.  

Pleae feel free to contact us at ************** if you have any further questins or concerns.

Thank you 

Consumer Response: I am rejecting this response because:

As previously stated, this issue was deemed resolved in the beginning of April 2015 as no more contact was made from the Bee to me. **** ***** was informed that I did not want to continue my subscription and the lack of information on cancellation

I was told about this grace period and so I let the business know that I did not want to continue my subscription during this "grace period".

I don't accept that the Sacramento Bee wants to hear from their customers for a few reasons. Firstly the physical address listed for the Bee has an incorrect zip. Secondly the representative was extremely curt on the phone and was not pleasant to deal with, why would I want to call and talk to others from the same company? Third I sent a cease and desist to which the business completely ignored, so when I did contact them they refused to acknowledge contact nor heed requests. 

If a customer is to make the assumption that they are to do all the leg work to contact the company about cancellation, then they should also assume that the company does not really want to see or hear from them by mail since the address is listed incorrectly.

I have already contacted the collection agency about this incorrect debt. I have already asked more than three times but I will ask again, please show me a signed contract where I acknowledged the terms of the subscription and fully understood how to cancel my subscription.

I will pay the debt I owed on April 3rd and no more with a signed contract, as I had stated more than once to Mr. ***** that I did not intend on continuing my subscription ever.

Consumer Response: I am rejecting this response because:

As previously stated, this issue was deemed resolved in the beginning of April 2015 as no more contact was made from the Bee to me. **** ***** was informed that I did not want to continue my subscription and the lack of information on cancellation

I was told about this grace period and so I let the business know that I did not want to continue my subscription during this "grace period".

I don't accept that the Sacramento Bee wants to hear from their customers for a few reasons. Firstly the physical address listed for the Bee has an incorrect zip. Secondly the representative was extremely curt on the phone and was not pleasant to deal with, why would I want to call and talk to others from the same company? Third I sent a cease and desist to which the business completely ignored, so when I did contact them they refused to acknowledge contact nor heed requests. 

If a customer is to make the assumption that they are to do all the leg work to contact the company about cancellation, then they should also assume that the company does not really want to see or hear from them by mail since the address is listed incorrectly.

I have already contacted the collection agency about this incorrect debt. I have already asked more than three times but I will ask again, please show me a signed contract where I acknowledged the terms of the subscription and fully understood how to cancel my subscription.

I will pay the debt I owed on April 3rd and no more with a signed contract, as I had stated more than once to Mr. ***** that I did not intend on continuing my subscription ever.

7/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have asked this company for more than 3 months (probably closer to 6 months; I did not record dates of early contacts, assuming that they would simply resolve the problem)to stop sending me their 'MVP' junk mail bundle. I was assured by every customer service rep (at phone # **************)I spoke to that they would, then had, taken me off the list, and by at least two customer service agents as well as the phone center supervisor (*****, ID ****), that they were 'escalating' the request and it would be resolved immediately. I also phoned the distribution center (at phone # ************), at the suggestion of the customer service staff; I never got an answer on the distribution center line, but I did leave a message requesting that my address not be printed on these mailers. I continue to get these mailers and no one appears willing to truly escalate, as in resolve, this issue. ***** suggested that I ask the post office to simply stop delivering, but of course the post office has a legal obligation to deliver mail as long the sender keeps addressing it.

Desired Settlement: I would like for this business to stop printing my address on any/all of their advertising and stop sending me any mail not specifically contracted for by me. I would also like for them to identify what internal problem is responsible for their inability to resolve my request within the first one or two requests, and resolve that problem so that other, or myself if I ever have to move within their coverage area, do not have to waste this much time making calls to get off this mailing.

Business Response: We do apologize for the inconvenience of this complaint. Our records indicate a note on this address 7/2/15. The request usually takes up to 2 weeks to get processed since the Advertisers get the address list in advance. As of yesterday's list 7/21/15, the MVP should have been stopped. We double checked the mail list and this address was not included.

Please feel free to contact us at 1-800-284-3233 if you have any further questions or concerns.

Thank you

Consumer Response: I am rejecting this response because:

I am not actually rejecting this response, but the options are too limited for the needed comment. I have made this same complaint to the business regularly beginning in February 2015 (far more than 2 weeks ago), so while I am happy to see that they are stating they will resolve the matter, it is the same response I have had approximately 10 times from them. Once I actually go through 1-2 mail weeks without receiving the junk mailer, I will then be ready to accept the response. Thank you for the response.

7/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I originally contacted this business and requested that my subscription be cancelled effective Tuesday, June 16, 2015. I received a response from ***** with the SacBee on June 15th confirmation my subscription cancellation and also notifying me of an outstanding balance of $7.14. I wasn't sure how or why I had an outstanding balance because they have my credit card on file and have been charging it for several years. I responded to ***** on June 15th requesting my credit card on file be charged for any outstanding balance as it has always been in the past. ***** responded on June 16th that my subscription had already been cancelled and that there was an outstanding balance of $7.14, however failed to respond to my request for my credit card on file to be charged as requested. I responded to ***** on June 16th requesting again that my credit card on file be charged for the outstanding balance of $7.14. I then received a response on June 17th from ***** with SacBee stating that all card info on the account are encrypted and are kept confidential and therefore they cannot charge the card on file. Again I responded on June 17th requesting that my credit card on file be charged because they have it on file and have been charging it for years which obviously proves the Sacramento can and does have my information on file. I didn't hear anything back from Sacramento Bee, therefore I sent a follow up message on June 17th again requesting my card on file be charged as the SacBee has been doing for years. I then finally receive a response on June 21st from Josh with Sac Bee stating that they no longer have access to the card on file for a "past due" balance once the subscription has been cancelled. I then responded on June 21st upset because they are stating I now have a "past due" balance, in addition to Sacramento Bee representatives providing conflicting information. I again requested that my credit card on file to be charged as requested as SacBee has been doing for years.

Desired Settlement: To bill my credit card which they have been doing for several years and to take my account out of a "past due" status because they have my credit card on file and have had authorization to bill my credit card on file. In addition, when I attempted to use the SacBee website to pay this "balance", I received an error message stating that my account could not be found which leads me to believe there is no outstanding "balance" to begin with and therefore are harassing me to contact them.

Business Response: The account was stopped on 6/16/15. The amount owing was from the expiration date of 6/10/15-6/16/15. Sicne the account was stopped. our online system no longer recognizes the account and therefore, no longer shows any customer information. As for the request to process a payment for the $7.14, our records show this payment was processed on 6/30/15 to clear the account. Typically, when a customer's account is stopped, we no longer keep the credit card information in our system (for security purposes). However, since the account was under our autopay plan, the representative should have been able to process the final payment. We do apologize for the inconvenience and the frustration to close the account. As of 6/30/15, the account has been cleared. 

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

Thank you

7/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid cash for a trial subscription from a door-to-door salesperson attempting to earn a college scholarship. I never consented to automatic renewal, never suggested I was interested in it. Now the Sacramento Bee has reported my "failure to pay" to a credit agency. When I explained this, I was told that "it doesn't matter if I consented to automatic renewal, this is in their policy."

Desired Settlement: I would like the Sacramento Bee to remove all related items from my credit report. I would further ask that they never contact me again in any capacity.

Business Response: This account started on 11/15/14. The payment posted on 11/19/14 for 10 weeks. The expiration date was 1/16/15. Customer should have gotten a receipt at the time of the sale. On the order form and receipt, The Bee states the paper will continue automatically unless notified otherwise. In this case, The Bee sent out 3 renewal notices (one 4 weeks prior to the expiration date on 12/29/14, another on 2/16/15 and the third on 3/23/15). The Bee sends these renewals out to inform the customer of the renewal payment. These notices also state, The Bee will continue automatically unless notified otherwise. Since The Bee does not stop the paper automatically, the papers continue on a 90 grace period. During this time, The Bee also sends email notifications and reminder calls from our retention vendors. There is no indication we received a call or email to stop the delivery. However, since Mr. ******** was under the impression the paper would stop, The Bee has honored the adjustment of $37.90 to zero out the balance on the account as of 7/9/15.

Please note, the company A.R.M is a third party vendor who attempts collection for The Bee. Mr. ******** is not reported to a credit agency and this will not appear on his credit report. A.R.M has been notified to stop all collection efforts. In the future, if Mr.******** decides to start a subcsription, please note the paper continues until The Bee is notified to cancel the service.

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

Thank You

Consumer Response:  
Better Business Bureau:

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

7/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The Sacramento Bee Newspaper calls nearly everyday and never leaves a message. Reverse phone lookup showed me who it was. It's a telemarketer from the Sac Bee trying to sell me a subscription. I have called and told them take me off their list for mailing or calling. They keep calling.

Desired Settlement: I just want them to quit calling me.

Business Response: We do apologize for the calls being received. This phone number was not on our do not call list. It has been added as of today 6/8/15. This has also been sent to the Sales Manager to be removed from all current calling files. All vendors will be notified by the end of business day today.

Please feel free to contact us at 1-800-284-3233 if you have any further questions or concerns.

Thank you

Consumer Response: This is the 2nd complaint with this business. They STILL call me nearly everyday to sell me their newspaper subscription. I have called them multiple times, filed complaints and these IDIOTS still call me. They agreed to not do it anymore last week. THEY STILL CALL!!! 3 times this week so far (only Thurs morning)

Business Response: Date Sent: 6/29/2015 9:42:23 AM
***** ****'s phone number has been placed on The Bee's do not call list. This information has been given to the Sales Manager. The Sales Manager has confirmed that all sales vendors have been notified and to remove this phone number from all current and previous calling files. 

Please feel free to contact us at 1-800-284-3233 if you have any further questions or concerns.

Thank you

7/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was approached by a high school student to purchase the weekend edition of the Sacramento bee for a 2 week period or 6 week period not sure as i choosen the month of october or novemeber 2014 if i remember correctly. After paying by cash for the initial service I only received newspapers from the company for that period. I did not think much of this at the time since I really subscribed so the student could meet his sale numbers. some weeks later I received a "renewal notice" in the mail. I did not want to renew a newspaper subscription that was only delivered subscribed period of subscription. After that i never recieved the paper till now. That was not the Case. Thinking I was finished with my subscription I did not respond. recently after 6 months received a final notice showing an account balance of $24.78. Having never received the newspaper and never renewing any subscriptions I thought this was a fraud. I have since received a collections notice for the amount of $24.78 from A.R.M solutions, Inc.

Desired Settlement: I would like the fees on my account waived. I have not renewed any subscriptions with the company. I would like a document sent to me showing a zero account balance as well as inform the A.R.M Solutions for the zero balance on my name account.

Business Response: Customer started delivery on 11/7/14 and made a payment for 10 weeks. Our standard business practice is to send a renewal bill 4-5 weeks prior to the expiration date. In this case, the expiration date was 1/3/15. We sent our 3 renewals (12/22/14, 2/16/15 and 3/9/15). The the account was stopped for non-payment on 4/3/15. All renewal notices state, 'the paper will continue unless The Bee is notified otherwise.' This account does not show any complaints or messages regarding missing papers or poor service. The distributor continues to deliver during the 90 grace period. The distributor does not get any customer billing information and is unaware of the expiration date. As acourtesy, the $24.78 will be cleared and all collection efforts will be stopped. However, in the future, please note that the paper does not stop automatically.

Please feel free to contact us at 1-800-284-3233 if you have any further questions or concerns.

Thank you

Consumer Response:  
Better Business Bureau:

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

I would like to restate or confirming that.. Neither i received  paper delivery after 10 weeks nor i have received any bill or auto renewal notice.. I just took the initial subscription as to support or encourage student scolorship purpose! But this good cause made me disturbed..  atleast sacramento bee waived the payment on my name.. so, i would prefer to send a confirmation letter to my address ..

Also thanks to bbb for supporting the same?
Regards
******** *******



6/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We subscribed to the Sacramento Bee (daily) for years, and were paid through Feb.19, 2015 at which time our subscription cancelled. We did not pay beyond this and never received a single paper after this date. On April 30, 2015 we subscribed, online, to a "special 10 week, weekend edition" to begin May 1. We received a confirmation email. We did not receive a paper on May 1 and contacted the Bee by email asking for our paper, they delivered one that day. We did not receive a paper May 2 or 3rd either. After contacting the Bee again, via email, they began calling us and told us we owed them for papers since Feb. 19, even though we were cancelled and never received a single paper. We emailed this information to them as well. Their response to the Weekend special papers is that they do not have record of our subscription and to please fax this information to them. I faxed a copy of the email confirmation I received to the number they noted. Today is May 19 and we have not received any papers for that weekend subscription. However we have continued to receive calls saying that we owe them back to Feb. 19. Today's phone message said our paper is scheduled to stop (we haven't received one since Feb. 19) and there is a past due amount. This was from ****** at the billing department ***** ******** and she says we need to call to avoid further Collection activity. We have called and emailed so many times, we can't seem to get them to stop. Additionally we have not received papers for the new subscription.

Desired Settlement: Stop calling us and make certain our account is free and clear. We won't even ask for a refund on the new subscription as we are not interested in doing business with them.

Business Response: This account has a note documented that Ms. **** requested to have the paper stopped 2/19/15. Our records show a vacation stop from 2/6/15-2/9/15.  The account was paid until 2/19/15. There was another note stating the papers were not delivered even though the account was still active on 4/30/15. We do apologize for the delivery issues. The account has been adjusted to show a zero balance. And, we have added the phone number to our do not call list, as requested.

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

Thank you 

Consumer Response: I am rejecting this response because: We accept the Sacramento Bee's response regarding that they acknowledge our subscription was cancelled as of 2/19/15 and there is no further money owing.  Our daily paper subscription is cancelled.   

Their response omitted the fact that we gave our credit card to them on April 30th, 2015, to begin a 10 week, "special weekend subscription".  This was to begin May 1.  We submitted the proof of this to both the Bee and the BBB. We never received a paper.  Also, although we received an email with an "on-line order confirmation" that our credit card would be charged, we reviewed our credit card activity and see that the Sacramento Bee has not charged our card for the "special weekend subscription" rate of $23.75.  Because we never received the weekend papers, we need the Bee to document that our credit card will not be charged the $23.75 amount.  Also we need the Bee to commit that they will not used the credit card information they now have on file to charge us to start another subscription (unless requested/authorized by us).

Also, regarding being placed on their "do not call list": On Monday, June 1, at 6:14 p.m. we answered a telephone call from the Sacramento Bee.  We said "hello" 4 times.  Someone was on the other end but never said anything.  I finally hung up because it felt like someone was just trying to bother us.  It was an unsettling call and apparently we are still on their "call list".

Business Response: Our records do not show a start request or a credit card payment anytime in April or May 2015. If the order was placed online, the subscription would not have been started due to the previous problem with the balance on the account that was just recently cleared on 5/20/15. In this case, an email should have been sent to Ms. **** stating the account could not be started at this time. The Bee would not start an account or charge a credit card that was not authorized. As stated in the response from Ms. ****, her credit card was not charged. The only way the account would be started is if Ms. **** calls The Bee or subscribes online. As for the call on 6/1/15, this will be forwarded to the Sales Manager for follow up. The phone number was placed on our do not call list on 5/27/15. Since the salespeople are vendors for The Bee, they do receive calling files a week in advance. Ms. ****'s number could have been on a calling file that was already generated before the do not call was requested and processed.

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

Thank you  

Consumer Response:  

We had filed a complaint  (complaint ID: ********).  We received an email that the complaint was closed and marked that we were dissatisfied as we did not respond within the 7 days.
 
However, we were not able to access emails during this period due to being away and were not able to respond.  We are okay with the Sacramento Bee's response and would prefer that our complaint lists us as being satisfied with their response.

6/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been receiving the MVP advertising supplement in my mailbox from the Sacramento Bee for approximately one year. Approximately eight months ago I called them and asked them to stop mailing this to my house. The customer service agent that I talked to assured me that it would no longer be sent to my house. The Sacramento Bee has continued to mail the MVP advertising supplement to my house since that time. I have called their customer service line more than six times and each time been assured that they would stop sending me the MVP. Additionally, I have emailed their customer service email address at least four times and been assured by email that I would no longer receive the MVP. Despite all this, the MVP continues to arrive in my mailbox on a regular basis.

Desired Settlement: I would simply like the Sacramento Bee to stop mailing the MVP to my house, as they have assured me multiple times that they would do. The resolution that I desire is to never see the MVP in my mailbox again.

Business Response: This request has been submitted and confirmed. The address of 926 Snyder Dr, Davis 95616 has been removed from the weekly MVP mailing as of Wednesday 6/3/15. Unfortunately, the advertisers receive the list 2 weeks in advance. This means there may be 1 more MVP received. The mailing should stop as of Wednesday 6/17/15. We do apologize for the inconvenience. This will be resolved.

Please feel free to contact us at 1-800-284-3233 if you have any further questions or concerns.

Thank you 

6/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We were taking the Sacramento Bee for a year and when it came up for renewal we wrote cancel on all the notices we received which they ignored and kept delivering. Then we starting getting phone calls and once again we told them we wanted our subscription cancelled. And still they kept delivering. And now they have taken it to collections so now they are ruining our credit. What part of the word cancel do they not understand?

Desired Settlement: We want our credit restored and the harassment to stop. And if we do make payment to stop delivery. Never will we take the Bee again. They are the worst.

Business Response: Mr.******'s account was upgraded from Sunday only to Friday-Sunday delivery on 6/20/14. The Bee received a payment on 7/18/14 for 26 weeks. The account expired in January 2015. Prior to the expiration date, we did send a renewal notice (12/15/14). As I understand it, Mr. ****** sent in a request to cancel the service. As of today, 5/26/15, there is a zero balance on the account. I apologize for the error and the inconvenience. Please note, The Bee does not report your account to any credit bureau and this will not reflect on your credit report. A.R.M is a third party vendor The Bee contracts with to mail out these final notices. 

If you have any further questions or concerns, please contact us at ###-###-####.

Thank you

Consumer Response: I am rejecting this response because:The business response is correct. We did subscribe to their publication. We canceled rather than renew our subscription. The papers continued to arrive, despite our repeated efforts to set the record straight. We paid $27.33 to a collection agency under protest to protect our credit. It was extortion. It is unforgivable. We reject the Busines's apology and demand a refund of $27.33. Oh, by the way, the Bee was delivered to our home on the 22, 23, and the 24th. Cease all deliveries at once!

Business Response: Thank you for the additional information. Since the payment was made to A.R.M instead of the Bee, the refund will take 7-10 business days to process. The refund of $27.33 can be generated on Friday 6/19/15. The check will be mailed to Mr.******. The account remains stopped as 3/28/15. We apologize for any inconvenience.

Thank you

6/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: As a subscriberof the Sacramento Bee youare required to pay ahead for home delivery. I usually pay for 13 weeksof service. As of 2012 you arenot given crediton your account when you put in for a vacation stop, ceasing home delivery for thwetime that you are away. Thus Iam paying for something and not getting.Your two choices are 1.) donate your papers toalocal school OR 2.) have all of the newspapers held foryou and delivered at once to you upon your return. The Bee will process a credit on the 22nd day of papers being withheld . Example: You are going away for 25 days ~ for the first 21 you donate or have them held to be delivered at a later date and upon the 22nd day thru the 25th you will be given credit for 4 days on your account.Per Mary of customer service at the Bee. Is this legal to be forced to donate or have old papers delivered to you ? You are being forced to prepay? Doesnot seem right. Please advise.

Desired Settlement: I would like to have my account credited if and when I put in for a vacation stop in the future.

Business Response: As of September 2012, The Sacramento Bee added an option to have the paper digitally (including reading the paper online through our e-edition). This digital access also includes unlimited access to sacbee.com, our iPad apps and access on any mobile device or tablet. As this upgrade was implemented, The Bee now offers a way to read the paper while away on vacation. The other options are to donate the credit from the vacation to our local school program or have the papers held and delivered when the customer returns. In this case, Ms. ******** spoke with a customer service representative on 3/30/15 and these same options were explained. Our records do not indicate a recent vacation stop on the account. However, moving forward, the options are as explained above. We no longer offer a credit extension on the account unless the vacation is over 21 days. 

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

Thank you

Consumer Response: I am rejecting this response because: Why do I have to"" prepay"" for my newspaper subscription and when I place a vacation stop I either HAVE TO donate my newspapers or have them held until I return ?  Who wants to read 2 weeks worth of old newspapers? I want my subscription to be extended. This practice does not seem that it would be legal...please advise..If I get the same answer I will purse with the State's Attorney General's Office.




6/12/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On Friday, May 29, 2015, a copy of the Sacramento Bee was left at my front door. Since I did not order the Bee, I emailed them to inform them of the mistake and request that it stop immediately. Early Saturday morning, May 30, 2015, I received an email from the Bee stating that they had notified their distributor, and delivery would cease immediately. However, I continue to receive unwanted copies of the Bee (Saturday May 30, 2015 and Sunday, May 31, 2015). Saturday, May 30, 2015, I sent the Bee another email regarding this issue. I just received a response from them stating that it will take two weeks to stop delivery. They act as if this is something I ordered, and have now cancelled. Let me be clear: I did not order home delivery from the Bee, and in fact, stopped taking the Bee at my home 8(?)years ago because of terrible service.

Desired Settlement: I just want them to stop delivering unordered newspapers to my home.

Business Response: This request was sent to the distributor and regional manager for follow up. There is no active account for any Bee products at this address. Our customer service representative placed a message on the account from 5/31/15-6/7/15 to remind the distributor not to deliver anything to this address. If a delivery was made, it was done in error and will be stopped. We do apologize for the inconvenience.

Pleae feel free to contact us at 1-800-284-3233 if you have any further questions or concerns.

Thank you

Consumer Response:  
Better Business Bureau:

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

6/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have called, emailed, and mailed Sacramento bee and have asked them to stop sending advertisements (M.V.P.) to my house. All requests have been ignored.

Desired Settlement: I would like to be completely removed from the Sacramento Bee mailing list. I do not wish to receive any mail from the Sacramento Bee.

Business Response: This address has been requested to be removed from MVP mailings. It has also been given to our Regional Manager to ensure the MVP is not delivering to this address. Confirmation was received that Wednesday 6/3/15 would be the last mailing. The advertisers receive the list 2-3 weeks in advance. As of Wednesday 6/9/15, the MVP will be stopped.

Please feel free to contact us at 1-800-284-3233 if you have any further questions or concerns.

Thank you

Consumer Response:  
Better Business Bureau:

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

5/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First subscribed Feb 2014: no papers delivered. Contacted Sac Bee and learned they had misspelled name and gotten address egregiously wrong. Did not start receiving paper until mid-March 2014. In early August 2014 notified paper I was moving that month. Again, Sac Bee messed up and no papers delivered without me sending multiple message to Customer Service. They were notified in mid-August of the new address and I got no papers until 9/18/14 and that only after multiple e-mails to Customer Service. In late 2014 through February 2015, I put paper on vacation hold. Come February 2015, Sac Bee failed AGAIN to deliver papers for weeks after end of hold. I was so exhausted with their utter ineptitude and disregard for customers, that I decided to wait and see how long it would take them to deliver the product for which I paid. Weeks went by & nothing. Finally in March I gave up and told them to to cancel my subscription and refund my money. They did so and told me how much they valued me and wanted me as a customer. They might have done their job in 2014 if any of that were true. A couple of weeks later I started receiving telemarketing calls from their subcontracted marketer asking me to subscribe. I told them they were NEVER to call me. They assured me I would be removed from the call list. On 4/23/15 at 1 pm, the idiots violated federal law and called me AGAIN. The CSR denied I had ever made a do-not-call request and INSISTED on spieling through her pitch TALKING OVER me while I was telling her she was violating federal law. It got so bad I finally had to demand to speak to her manager. I let the manager know they had violated the law and the fundamental principles of customer service. I filed an FTC complaint against the telemarketer, but nothing ever comes of those. At this point, I feel like I am on the verge of a heart attack whenever I even hear the name Sacramento Bee. They are harassing me and it needs to stop.

Desired Settlement: They called me at work today (I work for the taxpayers so it's not just my time they disrespect) & treated me so abominably, I was having chest pains. I have a mental disability (complex PTSD/anxiety) and this kind of harassment is absolutely terrible for my functioning & physical health. After fighting these nincompoops for a solid year I am at the end of my rope. I am no longer their customer and they still won't leave me alone. They can reimburse all of my subscription fees paid in 2014-5.

Business Response: The account was started 1/17/14. On 2/7/14, the account was moved to the correct address. The balance from 1/17/14-2/7/14 was credited since the papers were not delivered. There were no further complaints on the account regarding missing papers. The credit card was updated by the customer on 8/8/14 to continue paying every 5 weeks.  There was another move on the account on 8/22/14. All complaints processed after 9/1/14 were documented and credited to the account. As requested, the account was stopped 3/13/15. There was a refund processed on 3/20/15 for the remaining credit on the account, $24.00.

On 4/23/15, the phone number  was added to The Bee's do not call list, but we do not show the phone number on the federal do not call list. 

Please feel free to contact us at 1-800-284-3233 if you have any questions or concerns.

Thank you 

Consumer Response: I am rejecting this response because: the business knows very well it hires contractors to solicit business - the fact that the calls do not come from Sac Bee directly is a lie by omission.  Sac Bee knows they harass former customers through contractors who knowingly and willfully violate the law.  

5/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I live in Sacramento during the winter months.In late October 2014 I went on line and subscribed to the Sacramento Bee Sunday paper only offer for 10 weeks. Part of the subscription process involved me giving my phone number and email address, which was fine.I paid for this using my wifes **** credit card and everything was fine. The paper was delivered on Sundays as expected.At the end of the subscription period my wife and I were traveling and although we received several phone calls and emails asking us if we wanted to extend our subscription we always declined since we weren't going to be there. I thought no more about this, assuming it was just the normal policy of the Bee to try and keep subscribers.My wife was dismayed to receive a letter in the mail today (May 19 2015) from a collection agency informing her that she was delinquent in her Sacramento Bee account and that she owed $11.80.I called the Sac Bee accounts department immediately and was put in contact with someone by the name of *****. At least I that that was the person's name. There was considerable "hash" on the line and I don't think that English was the first language of the person I was speaking to. Anyway ***** was polite and when I explained my situation to her she seemed to say that with a short term subscription such as mine, there was a default subscription extension period unless I called and opted out. At least I think that that is what she was saying, given the connection and language difficulties.Really?This is where my complaint comes in. If I heard things correctly then I think that it is a very shoddy business practice to try to snare subscribers this way, especially for the Sacramento Bee who should be reporting on such shenanigans like this by others but not employing such a practice themselves! We genuinely thought we were subscribing to the Bee for 10 weeks only - end of story. We never knew we were involving ourselves in what seems to have been an open-ended subscription, by default. Truth in advertising guys!I told ***** as much and she asked me if she could put me on hold. I said "yes", she put me on hold, and then after a very short pause she came back on line and said that as a one-time only act they would waive the $11.80 charge they had imposed but in the future I would need to follow the practice of calling and canceling after any short-term subscription. She said this so quickly and almost by rote that one could be forgiven for thinking that this response is given frequently by them, although I don't know this as a fact.My wife is 77 and I am 73; we pride ourselves on having "perfect" credit but we were unprepared for this sleight of hand practice by the Bee which we find reprehensible. The amount of money involved here is petty, i.e. insignificant but I would argue that the practice by the Bee is petty, i.e. mean, and my wife and I also now wonder whether this "delinquency" will be reflected in our credit rating which would be anything but insignificant.For your consideration.***** ** *****and ******** * *****

Desired Settlement: As stated above, no settlement is requested; I am just informing you of what I consider an unscrupulous business practice by the Sacramento Bee.

Business Response: Account was started 11/3/14 for 10 weeks on Sunday only delivery. As standard business practice, The Bee does not stop subscriptions automatically. The Bee issues a renewal notice 4-5 weeks prior to the expiration date. In this case, the renewal was sent on 12/15/14. On the renewal notice, The Bee states the paper will continue unlessd the Bee is notified otherwise. I understand The ***** residence did not want to continue and the paper was not stopped. The account is at a zero balance as of 5/19/15. This is not reflected on any credit report. ***** ********* is a thrid party vendor The Bee uses to send out final notices. 

Please feel free to contact us at 1-800-284-3233 if you have any further questions or concerns.

Thank you

Consumer Response:  
Better Business Bureau:

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

4/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My subscription to the Sacramento Bee expired in approximately February 2015. I did not request a subscription renewal. The Sacramento Bee continued to send me the weekend newspaper without my request or permission. Now I am receiving daily calls from a collection service demanding $16 and change for the additional, post-subscription newspapers I did not request or order.Beyond being deceptive and fraudulent, this is an absolutely horrible way to keep customers. I will not subscribe to the Sacramento Bee again.

Desired Settlement: Written confirmation that the outstanding balance has been cancelled. The confirmation should be sent by mail to my address.

Business Response:

Customer was a subscriber for a few years. The account was started back on 7/21/13. It was paid until 12/29/13. As a standard practice, the paper does not stop automatically. The Bee sends out 3 renewal notices during the 90 day grace period. In this case, The Bee sent a renewal notice on 12/2/13, 1/19/14 and 2/17/14. On 2/27/14, the account was paid $14.76 to clear the balance with a note that Mr. ***** wanted to continue service for another year. He made a separate payment for the year on 3/3/14 in the amount of $39.98. The account expired. Once again, we sent out the renewal notices 11/17/14, 1/5/15 and 2/9/15. All renewals notices state, 'the paper will continue automatically unless The Bee is notified otherwise.'
As of 4/2/15, the account was adjusted to a zero balance. There is no balance on the account and there are no further collection efforts for Mr. *****. We do apologize for the inconvenience.

Consumer Response:  
Better Business Bureau:

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

4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was a subscriber of the Sunday Newspaper and subscribtion was canceled before the subscription end date. Called customer service several times and aleays told that paper would be delivered in an hour which was never delivered. Also misinformed by customer service about closing time og office. Asked supervisor for refund but was told that Sacramento Bee does not refund for money.

Desired Settlement: refund the amount for the newspaper

Business Response:

Customer started Sunday only service on 3/17/13. It was purchased from a Groupon offer for 52 weeks. This paid the account until 3/16/14. Prior to the expiration date, The Bee sent out a renewal notice on 2/10/14 for the same offer of $19.00/52 weeks. Customer sent in payment for $19.00 on 3/12/14. This paid the account until 3/15/15. The first complaint received on the account was 4/7/14 stating no paper on Sunday 4/6/14. There was one other complaint on 4/27/14. These are the only 2 complaints on the account since starting the subscription on 3/17/13. As a standard practice, The Bee offers to have the paper redelivered or credit the account when a paper is missed. 

On 3/10/15, customer called to cancel due to price increase. The rate of $19.00/52weeks was no longer a valid rate. There are notes on the account stating the cancellation was due to price on the next renewal. There are no notes on the account regarding a refund. I would be more than happy to credit the 2 missed papers from the 2 complaint calls received. Unfortunately, we do not have the Groupon offer available anymore.

Consumer Response: I am rejecting this response because: The complain was regarding their poor customer service and their refusal to give refund. I called 4 times on that day and was always told that paper would be delivered within an hour. The paper was never delivered and due to the false assurance I waited for paper and did not buy another paper. I as told that refund will not be provided for the undelivered issues. I would like to get the refund for undelivered issue. 

3/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled the Bee subscription after several years, by sending back the Bee's renewal statement and wrote cancel across it. But the Newspaper kept coming and coming. An online adviser said that if the magazines or publications kept coming after your cancellation, consider that as a free gift, so I kep reading it. To day I received a collection notice from a collection agency (ARM Solutionns Inc., in Camarillo, CA,,) demanding payment on behalf of Sacramento Bee. This is a very strange unprofessional behavior to force unwanted and unneed product on a customer in order to generate the paper's revenue.  I am therefore filing this complaint to the BBB, and will expose this mafia-like tactic to the local TV stations should it become necessary.

Desired Settlement:

Relevant information: total due: $ 91.85. Client account #: 1270180. Agency account#: xxx-xx-xxxx 

Ask the Bee to stop this behavior practiced by the under world gangsters.

Business Response:

Mr. *** has been an ongoing Bee subscriber for several years. Our process has been the same as far as the renewal of subscriptions. All our renewal notices state, "the paper will continue unless The Bee is notified otherwise." Since all renewal notices and payments go to Fresno, we ask that customers call us to cancel the paper. A written notice on the renewal bill goes to Fresno first and then is re-routed to The Sacramento Bee.  The Bee does not stop subscriptions on the expiration date, which is why we send one renewal bill prior to the expiration date and two more after the expiration date. We allow a grace period for all subscribers to renew their subscriptions.
Mr. ***'s account was stopped on 11/17/14 by a retention vendor. However, there was no indication of adjusting the balance off the account. As of 2/3/15, the account is at a zero balance. All collection efforts have been stopped and there is no reflection of delinquency on Mr. ***'s credit. The collection vendor, *****, is a 3rd party vendor we use to send out final bills. Please feel free to contact us at ************** if you have any further concerns or questions.
Thank you

Business Response:

Mr. *** has been an ongoing Bee subscriber for several years. Our process has been the same as far as the renewal of subscriptions. All our renewal notices state, "the paper will continue unless The Bee is notified otherwise." Since all renewal notices and payments go to Fresno, we ask that customers call us to cancel the paper. A written notice on the renewal bill goes to Fresno first and then is re-routed to The Sacramento Bee.  The Bee does not stop subscriptions on the expiration date, which is why we send one renewal bill prior to the expiration date and two more after the expiration date. We allow a grace period for all subscribers to renew their subscriptions.
Mr. ***'s account was stopped on 11/17/14 by a retention vendor. However, there was no indication of adjusting the balance off the account. As of 2/3/15, the account is at a zero balance. All collection efforts have been stopped and there is no reflection of delinquency on Mr. ***'s credit. The collection vendor, A.R.M, is a 3rd party vendor we use to send out final bills. Please feel free to contact us at ###-###-#### if you have any further concerns or questions.
Thank you

Consumer Response: I am rejecting this response because:
A.  The finance department of a business could not inform the circulation department about a customer's account, is doomed to fail, especially at the digital age.
B.  Regarding the ARM, I would like to have a letter from the Bee to ARM directing it to terminate the collection process, and a letter from ARM acknowledging it.  
Thank you for your effort on behalf of consumers.  

Sincerely,
  ******* ***

Consumer Response: I am rejecting this response because:
A.  The finance department of a business could not inform the circulation department about a customer's account, is doomed to fail, especially at the digital age.
B.  Regarding the ***, I would like to have a letter from the Bee to *** directing it to terminate the collection process, and a letter from *** acknowledging it.  
Thank you for your effort on behalf of consumers.  

Sincerely,
  ******* ***

Business Response: The request to *** has been requested and will be mailed to Mr. *** today2/25/15.

Thank you

Business Response: The request to ARM has been requested and will be mailed to Mr. *** today2/25/15.

Thank you

2/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I subscribed to the Sunday paper for a period of 10 weeks. The papers were delivered to the wrong address for the first 3 weeks, so they granted me an extension. At the end of my term, the delivery stopped then I received a bill. I paid for the 10 week period in advance. I wrote them telling them I am no longer interested in receiving the Sacramento Bee. Two weeks later the Sunday paper was delivered again. I used the automated system to report my problems but the deliveries continued, sometimes at the wrong address. I received another bill. Today I spoke with a representative and asked her to please stop the delivery. She told me I am responsible for a balance, but I already requested the service to discontinue almost a month ago. What can I do about this? Is pushing an unwanted product on someone's doorstep then sending them the bill acceptable business practice? Thank you for your assistance.

Desired Settlement: I do not feel I am responsible for the balance after my prepaid subscription service.

Business Response: This account was started 9/7/14. The order was sold by an independent contractor for Sunday only. We do see the address was incorrect when the account was started. This was corrected on 10/5/14. The payment was posted for 10 weeks. As a standard practice, the paper does not stop automatically. We allow a 90 grace period for our customers to renew their subscription. The first renewal notice goes out a month in advance. This allows time to contact us if there is a change in delivery or to cancel the paper. In this case, we understand Ms. ****** contacted The Bee by mail. She also tried to cancel via the automated system. However, we do not have an option to cancel the paper on the automated system. We request to hear from our readers as to why they are stopping the service. We apologize for any inconvenience. At this time, the account has been stopped and cleared of any balance. 

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

Thank you

2/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 12/21/2014 my wife sent a check for $55.43 to the Sacramento Bee for 26 weeks of the weekend paper.After several weeks we called the Bee and they said that they did not receive the check. We did a stop payment on the check, and paid the $55.43 with a credit card to start getting the paper. the credit card transaction was posted on 1/8/2015. On 1/29/15, I received a letter indicating that "your recent subscription payment did not go through"and "go online to update your credit card information and make a payment". When I called *** *** ****and talked to a supervisor, ****, he indicated that the check was not honored,not the credit card.The letter was dated 1/23/2015, and signed by ***** ******, Vice President of Audience Development.This was a letter that I would consider a letter to someone who does not pay his bills! This was a degrading letter and I would like the Sacramento Bee to rescind the letter and send or call me to apologize.Sincerely,******* * *******

Desired Settlement: I would like the Sacramento Bee manager to rescind the letter and send or call me to apologize!

Business Response: Mr. *******'s account was resolved on 1/30/15 by a VIP representative. The payment on 1/6/15 was received and processed along with the start for weekend service. The original payment was delayed and customer asked his bank to stop the payment of the original payment. Somehow, when the payment finally got to the Finance Department, it was already notated to stop the payment. The letter should have never been mailed to Mr. *******. I sincerely apologize for the error and the inconvenience. Mr. ******* has been called and he has accepted my apology. He was also given the local VIP number in case he needs to contact someone locally. 

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

Thank you

Consumer Response:  
Better Business Bureau:

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

2/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name is ******* *****, an inmate at the Mule Creek State Prison in Ione, California. I subscribed to the Sacramento Be on and off due to the bad delivery service I experienced with them. At times I received 10 papers on one day and some are 10-15 days old. Few times I cancelled my subscriptoin early because of these problem. On or about September 20,2014, I received a letter from Ms. ***** ******. Sacramento Bee's Vice President of Audience Development who personally apologized for the service issues I had with them. At the same time, she offered me a money back guarantee that I will be provided with a world class service and a great discount offer of $2.98 per week for 10 weeks of daily service. My wife sent the payment in the amount of $33.75 (best deal) as a full payment for the subscription package I choosed ($2.98 per week for 10 weeks). of the 10 weeks that I paid, I received only twenty one (21) papers that begin in November 14, 2014 thru December 6, 2014. Listed below are the issue dates and when it was received. Issue Dates: November 14,2014 November 15,16,17,18,19,20,21,22,23,24,25,28,28 November 27,29,30 December 2,4 December 1,6 Dates Received: November 18, 2014 December 1, 2014 December3, 2014 December 9, 2014 December 10, 2014 I received my last issue on December 6, 2014 and on December 13, 2014 my wife received a final notice to send/make a payment of $5.68 to resume the delivery. Here are my complaints: 1. Of the 10 weeks that my wife paid. I received only 21 copies/issues which is equivalent to 3 weeks. 2. Sacramento Bee did not abide or fulfill their commitment to provide a world class service as they promised to satisify their customers. 3. They stopped delivery after 21 issues of the 70 issues that was already paid in full and will not resume delivery until I make another payment for $5.68 for what? I don't know. No explanation. 4. Newspapers are not mailed out everyday. Sometimes I am receiving 13 papers in one day and they are 10-15 days old.

Desired Settlement: Sacramento Bee violated my consumer rights. My ten (10) weeks fully paid subscription was stopped after three (3) weeks and charging me more than what was on top of the package deal I have chosen. In this regard, I demand that Sacramento Bee will continue delivery and award me a one year full year free subscription as a punitive damages for their actions. Your prompt and immediate response regarding this matter is highly appreciated. (Sacramento Bee Subscription No. ********) ******* ***** **** *** **** ******** ***** ** ********** (Enclosure: 3 pieces of mail to support my claim/complaints)

Business Response: The account was started on a delivery by mail account 8/16/14, then stopped on 9/11/14. Customer claims it was due to poor service. A refund was generated on 9/19/14. The account was started again on 11/14/14. The account was started on a promotional rate, which is not offered to delivery by mail accounts. However, since the promotional rate was applied in error, The Bee honored the rate. The payment posted and the account was paid until 12/3/14. 

The rate of this delivery by mail is set up as a periodical rate. This means the paper can take anywhere from 2-3 weeks to arrive. The paper is labeled and leaves our building on a daily basis to the post office. Once it hits the post office, it can sit in the periodical mail for a few days and then get sent to another post office for a few days and then sent to the location. Since it is a periodical rate, it is delivered like a magazine. The only to get the paper sooner is by paying the first class rate. First class will get the paper delivered within 2-3 days. The rate is much different at $180.00 for 5 weeks.
At this time, the account is stopped and there is a zero balance.
Please feel free to contact us if you have any further questions or concerns.
Thank you

2/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was approached by a high school student to purchase the weekend edition of the Sacramento bee for a 6 week period. After paying by check for the initial service I only received one newspaper from the company. I did not think much of this at the time since I really subscribed so the student could meet his sale numbers. some weeks later I received a "renewal notice" in the mail. I did not want to renew a newspaper subscription that was only delivered one time during the entire initial subscription. With the expiration date of my subscription in bold at the top of the page I thought this is the last I would hear from the Sacramento Bee. That was not the Case. I received 3 renewal notices over the next couple of months with no account balance showing on the paper. Thinking I was finished with my subscription I did not respond. Finally I received a final notice showing an account balance of $24.76. Having never received the newspaper and never renewing any subscriptions I thought this was a mistake. I have since received a collections notice for the amount of $24.76

Desired Settlement: I would like the fees on my account waived. I did not receive the paper during my original subscription phase and have not renewed any subscriptions with the company. I would like a document sent to me showing a zero account balance.

Business Response: There was an account starts for Mr. ***** on 6/14/14. The address we show in our system is 218 Lapwing Ln with the same account number provided #17710796. There are no complaints on the account to indicate the paper was not being delivered. However, it sounds like the renewal notices were received and the final notice was received all at this same address. If Mr. ***** would like to try the service for the 10 weeks he signed up for in June 2014, we would be more than happy to honor the delivery. As for the amount past due, this was adjusted off the account on 1/23/15 by a Customer Service representative. There is currently a zero balance.

Please feel free to contact us if you have any further questions or concerns.

Thank you

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
I hope in the future sac bee will not take liberties with other customers regarding the renewal of service.

1/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 11/21/2014 I authorized a payment on-line to the Sacramento Bee for $29.64. I received an acknowledgement from the Sacramento Bee the same day indicating they had received the authorization to charge our account. When I received a past due notice from the Sacramento Bee I called and spoke with several customer service people, the last being ******. She asked me to forward our bank statement to them for verification and I explained we don't send a copy of statements to anyone and the fact she even asked told me she had limited real world experience. I sent her a copy of the acknowledgement and that was not sufficient! My husband ******* then got involved and asked to speak to a supervisor on 11/22/2014. He had to leave a voice mail and we were never contacted! On 12/12/2014 my husband called and spoke with **** from Customer Service and then asked to speak with his supervisor! ***** came on the line and identified himself as the supervisor. He began an explanation and then part way through the conversation cut us off. I had to call back again and ask for *****. When he came on the line I asked why he didn't call me back when we were cut off and he indicated other callers were waiting so it was more important to him to go to the next caller instead of finishing our conversation when we had already waited a long time. He then indicated the payment was not accepted by our bank which is an obvious lie! If that were the case, why didn't ****** indicate that to us? We would have known if the bank declined anything and that did not happen. Their customer service personnel are incompetent! I demanded he cancel our subscription and he indicated he would. He then stated we would have to pay around $16 for the service so far this month. I explained to him that it was his companies error in handling the situation from the start and I expected them to pay for their own mistakes!

Desired Settlement: I want the outstanding charge reversed as it was their incompetence that allowed the problem to remain unresolved for so long. If we had been promptly notified of their indication we were declined it could have been resolved that day. We were not informed until 12/12/2014! I also want the subscription cancelled and I do not want any marketing calls fro the Sacramento Bee!

Business Response: Customer's account shows a last payment of $29.64 posted on 7/26/14. This paid the account to 10/19/14. This payment was done through our automated system. On 10/5/14 there was a vacation stop on the account that was also processed through our automated system. The restart date was on 10/19/14. On 11/21/14, there are notes on the account that Ms. ******** called regarding a lost payment. There were 3 more noted on the account 12/12/14 and 12/13/14 indicating a supervisor call and a dropped call as stated in this complaint. The stop was also entered as of 12/14/14.

As of today, there is no payment on the account and no indication that the payment was declined by the bank. In this case, I am very sorry for the problems and the inconvenience this has caused the ******** residence. The account is now at a zero balance and the phone number has been placed on the do not call list. Our hope is Mr. & Mrs. ******** will try the subscription again sometime in the future by logging on to www.sacbee.com/subscribe. 

Pleae feel free to contact us at ************** or ************ if you have any further questions or concerns.

Thank you

Consumer Response:  
Better Business Bureau:

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

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

Complaint: I've tried cancelling three times due to unreliable delivery, yet they continue to bill me. I finally called again this morning and they said I will probably not be able to cancel for another period. I want the charges reverse asap. they have NO RIGHT to charge me for another month.the paper was missed at least a few times and every third day, the paper doesn't come until AFTER I LEAVE FOR WORK.You need to reverse the charges today!

Desired Settlement: the charges need to be reversed NOW.

Business Response: The delivery was started 11/20/14. The initial payment of $18.85 was posted for the first 5 weeks. There were several complaints about late deliveries. The account was stopped on 12/23/14 for poor service. Since the account was just expiring, all additional billing was removed on time. There were no other payments on the account once it was stopped. We do apologize for the delivery problems. We have contacted the appropriate distributor and manager regarding the cancellation. 

Please feel free to contact us if you have any further questions or concerns.

Thank you

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I was told by the contractor my account was charged for the additional month because they require a month notice to stop the paper. But thanks to those who mitigated the issue.

Best regards,


12/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Dear Better Business Bureaus, My name is ******* ** **********. Please help me in this troublesome catastrophe matter that is causeing me totality depression and stress. By being takeing avenge of by makeing me pay for a product I don't need and I don't know how to uses. My grievances complaint with the Sacramento Bee newspaper Managerial. **** * ******* *********** ****** *****. Account Number: ******** The discrimination has been going on since subscription notice date payment options of Otcober 04, 2012. Without my authorization the Sacramento Bee, started includeing their product Digital Plus at . 39 cent per week for my thirteen weeks supplement payment options. It took me until October 20, 2014. That I recognizes I was being swindle by the Sacramento Bee payment processing center of chargeing me .39.cents for approximately seventyeight weeks. Please examine the enclosed evidence number one through four. One. is a letter dated October 24, 2014. stateing I unvail their scheme, and I have enclosed a check of $26.42. representing the deductions from my calulations. The Sacramento Bee payment processing center, cashed my check on October 28, 2014. According to my banking account. On November one 2014. I'm receipt of the Sacramento Bee subscription notice for another thirteen weeks payment for $72.80. Extortion. Please I look forward to your reply at the address listed below. Sincerely. ******* ** ********** **** ****** *** ****** *********** ****** *****

Desired Settlement: It took me until October 20, 2014. That I recognizes I was being swindle by the Sacramento Bee payment processing center of chargeing me .39.cents for approximately seventyeight weeks.

Business Response: The Sacramento Bee made a change in September 2012. All print subscriptions were updated to include unlimited digtial access. Digital access includes the iPad app, Sacbee.com, e-Edition and mobile apps on all devices and tablets. With this change, all renewal notices, promotional materials, in paper, and all letters and email notifications were updated to include the digital information. Mr. **********'s account was not charged the additional fee of $0.38/week until 11/5/13. Since his account was on a promotional rate, The Bee honored that rate and did not make any changes to the account until 11/5/13. Mr.********** made another renewal payment on 2/10/14. Again, the renewal notices sent on 12/19/13 and 1/30/14 included the digital information. Another renewal payment was made on 5/8/14. Again, on these renewal notices, we included the digital information. The renewal notice were sent on 3/17/14. Another renewal payment was made on 8/6/14. This also included the information on digital access. 

On 10/20/14, Mr. ********** contacted our Customer Service Department to request a credit for the digital sevice from 12/19/13-10/12/14. The credit was applied on the call on 10/20/14. The request to remove digital access was also processed per Mr. **********'s request. The next payment on 10/28/14 did not include digital access since it was removed on 10/20/14. This account has been credited accordingly. If Mr. ********** changed his mind and would like digital access in the future, the rate would be an additional $0.38/week.

Please feel free to contact us at ###-###-#### or ###-###-####.

Thank you 

Consumer Response:

DEAR BETTER BUSINESS BUREAUS, MY NAME IS CHARLES J. STALLWORTH IM IN RECEIPT OF YOUR CORRESPONDENT DATED DECEMBER 10, 2014. FROM BBB *****  ********.

INFORMING ME THAT MY COMPLAINT DATED NOVEMBER 03, 2014. WITH THE SACRAMENTO BEE ACCOUNT NUMBER: ********. HAS RECEVIED MESSAGE FROM THE BUSINESS.

PLEASE HELP ME TO UNDERSTAND WHY THE SACRAMENTO BEE MANAGERIAL KEEPS ME IN AN UNSAFELY STRESSFUL PARANOID DEMEANOR, THAT I HAV TO KEEP SPENDING MONEY FROM MY FIXED INCOME INORDER TO PROVE MY INNOCENT AGAINST THEIR DAMAGFJNG FALSE ACCUSATIONS, AND MONEY THEFT.

I RESPECTIVELY ATTACHED TO MY NOVEMBER 03, 2014. COMPLAINT PROOF THAT THE SACRAMENTO BEE WAS MERGEING THE COST OF THEIR PRODUCT (DIGITAL PLUS ) RIGHT  INTO MY SUBSCRIPTION PAYMENT NOTICE FROM OCTOBER 2012 THROUGH OCTOBER 2014. WITH NO REMORSE. FOLLOW UP BY THEIR EXTORTIONS.

THE SACRAMENTO BEE MANAGERIAL ADMINISTRATION MESSAGE FROM BUSINESS : IS DAMAGEING FALSE ACCUSATIONS. BY STATEING MY SACRAMENTO BEE ACCOUNT NUMBER: 16681122. HAS BEEN CREDITED ACCORDINGLY.

PLEASE ALLOW ME TO MAKE THIS PERFECTLY CLEAR, I PAID THE SACRAMENTO BEE $26.42. FOR MY ESTIMATION OF $51.00. DEDUCTION RESPRESENTING 13 WEEKS, OF OCTOBER 2014. SUBSCRIPTION.

THE SACRAMENTO BEE NEVER MAIL ME A CONFIRMATION LETTER OF ACCEPTANCE OF THE SUM $26.42 AS PAYMENT FOR 13 WEEKS OCTOBER 2014. SUBSCRIPT1ON.

THE SACRAMENTO BEE MANAGERIAL STAFF CONSTANTLY FORWARDING ME EXTORTION RENEWAL SUBSCRIPTION NOTICES DATED OCTOBER 23, 14. AND NOVEMBER 13, 2014. DEMANDING MORE MONEY. WITH MY DEMEANOR OF DEPRESSION AND FEARFUL THE SACRAMENTO BEE IMPACT CAN RUiN MY GOOD FICO SCORE., I MAIL IN THEIR REQUIRED PAYMENTS OF $72.80. ON NOVEMBER 20, 2014. AND $72.00 ON DECEMBER 02, 2014. ALL PAYMENTS REPESENTS 13 WEEKS OF OCTOBER PAYMENTS.

PLEASE I LOOK FORWARD O YOUR REPLY AT THE ADDRESS LISTED BELOW.

Business Response: Mr. **********'s payment of $26.42 was received and posted for 5 weeks on 10/28/14. This paid the account to 12/2/14. The renewal notice for the next 13 weeks was on 11/13/14. The payment of $72.80 was paid on 11/25/14. With the payment, the account was updated with an expire date of 3/3/15. There were no further renewal notices sent after the 11/13/14 notice. However, we did receive another payment of $72.80 on 12/9/14 from Mr. **********. This second payment has now paid the account to 5/31/15. We would be more than happy to send a refund of the second payment. I have tried to contact Mr. ********** this morning to review this with him. There was no answer, but I did leave a voicemail message. Just as a side note, The Sacramento Bee account will not effect Mr. **********'s credit score in any way. We do not report subscritpions to a collection bureau. 

Please feel free to contact us if you have any further questions or concerns.

Thanks

Consumer Response:

DEAR BETTER BUSINESS BUREAUS, MY NAME IS ******* ** ********** IM’  IN RECEIPT OF YOUR CORRESPONDENT DATED DECEMBER 17, 2014. FROM ***** ********.

PLEASE HELP ME UNDERSTAND WHY THE SACRAMENTO BEE MANAGERIAL CONTINUE TO DISTRACT ME FROM THE FACTS THAT THEY WAS RIPPING ME OFF.

 BY PERPETRATEING THE OUT RIGHT STEALING FROM A FIX INCOME MINORITIE ETHNICITY CLIENT.

COMMITTING FORGERY BY MERGEING TITE COST OF THEIR PRODUCT (DIGITAL PLUS ) RIGHT INTO MY SUBSCRIPTION PAYMENT RENEWAL NOTICES FROM OCTOBER 2012. THROUGH OCTOBER 2014. WITH NO REMORSE.

CAUSEING ME HARDSHIP AND STRESS BECAUSE I HAVE TO KEEP SPENDING EXPENDITURES IN THIS MATTER.

TRYING TO FIGURE OUT WHY I HAD TO SPEND S 26.42. $72.80. AND $72.00 ALL IN A THIRTY EIGHT DAYS PERIOD FOR THE SACRAMENTO BEE POINT BLANK EXTORTION, AND NEVER NO WRITTEN APOLOGY FOR STEALING MY FIX INCOME MONEY PUTI1NG ME IN A REAL STRESSFUL HARDSHIP BY TAKEING FUNDS OFF MY TABLE. FOR THEIR SATISFACTION AND LUXURY OF HAVING MY ACCOUNT NUMBER: 16681122 PAID IN FULL UNTIL NEXT YEAR, SUPPOSE I DIE TO DAY WILL THE SACRAMENTO BEE WOULD TAKE TIME THE AND FIND MY AIRS AND ISSUE OUT THE REMAINING FUNDS.

BETTER BUSINESS BUREAUS I KNOW IT IS WRONG THAT THE SACRAMENTO BEE COULD ALTER MY FINANCIAL OBLIGATIONS WITH FALSE CLAIMS TO STEAL UNINTERRUPTED.

FINALLY I KNOW FIRST HAND IF I WOULD STEAL A NEWSPAPER OFF THEIR NEWS STAND I WILL GO TO JAIL AND PAY SOME TYPE OF PENALTY OR REPERCUSSION.

PLEASE I LOOK FORWARD FOR YOUR REPLY AT THE ADDRESS LISTED BELOW.

Business Response: Thank you for your response Mr. **********.  I have tried contacting you by phone and I have left messages with the last message on 12/17/14. As previously stated, I have no problem refunding your $72.80 since you had made 2 payments back to back months. However, I do need for you to call me directly at ###-###-#### to verify this refund. Once I hear from you, I can have our Accounting Department issue the refund to you. If you prefer to send me an email, please send it to *******************. The Bee has removed the digital access and digital pricing from your account and also issued a credit for the digital portion.

Thank you
***** *******
###-###-####
*******************

12/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I started a weekend newspaper subscription in August 2014. While attending an airshow at Mather Field, Rancho Cordova, CA, a Sacramento bee representative told me that I could get a daily subscription of the newspaper for $14.90 for 5 weeks. The representative also told me that my original subscription would be canceled without charges. I now found out that I was totally lied to and misled by the Sacramento Bee representative. My original subscription is still open. I now passed the 5 weeks subscription and being charged additional fees. I have contacted the Sacramento Bee by telephone a least 20 times in the last three months with no solution. No one will speak to me to resolve this matter. I have left voice messages with subscription department as well as messages with ***** ******* the vice president, no one will return my calls. I need to resolve this matter once and for all.

Desired Settlement: I desired to pay only $14.90 for the entire account and without additional charges to date.

Business Response: This account was started 5/31/14 on a weekend (Friday-Sunday) only delivery. On 9/12/14, customer signed up for a daily subscription at a Bee event. The subscription that was sold was for a promotional rate, which included the customer signing up for our EasyPay automatic payment option (a voided check was included with the order). The first day of the daily paper was delivered on 9/15/14. The first payment that was deducted from the checking account was $10.97 for 5 weeks. As standard procedure, the paper continued after the expiration date. Mr. *** did call and requested to have the bank information removed from the account. This was removed on 9/17/14. Once the bank information was removed, The Bee started to mail out renewal notices. On 12/3/14, a payment was posted of $14.90 for the timeframe of 10/12/14-11/16/14. As of 12/9/14, the account has been stopped and clear of any balance. We do apologize for the problems Mr. *** has experienced. This problem has been reported to the Sales Manager for follow up with the salesperson from the event. Our hope is Mr. *** will restart his original weekend only subscription.  
 
Please feel free to contact us at ###-###-#### or ###-###-#### if you have any further questions or concerns.

Thank you

12/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a 10-week weekend only subscription to the Sacramento Bee through a mileage redemption offer from American Airlines. I did not order the paper directly through the Sacramento Bee. The Sacramento Bee continued to deliver my paper after the 10-week period and billed me. I did not request the paper beyond the 10-week period. I didn't order the paper directly through the Sacramento Bee so I ignored the bill. At one point I received a notice from the Sacramento Bee that someone was trying to fraudulently collect payments from Sacramento Bee subscribers, which gave me even more reason to question any invoices from them.After receiving an invoice that said final notice, I decided to call the Sacramento Bee billing department in Fresno. I explained the situation to the representative, and was told that it is Sacramento Bee's policy to continue a subscription even when it is not requested and if I didn't pay I would be sent to collections. I informed the representative that I didn't order the paper from them and I didn't authorize any additional delivery past the 10-week order through American Airlines. His response was, did you receive the paper and enjoy reading it? He also said I needed to pay my bill so the Sacramento Bee could pay their employees and their expenses. I asked for a supervisor twice and not allowed to speak to one. I was told the the representative that he would notify American Airlines that it is not clear on their end to people signing up of the Sacramento Bee's policy, and that he would "elevate my complaint." I never received any resolution from this call and am concerned that I will be sent to collections. I don't believe it's appropriate for the Sacramento Bee to send me something I didn't request, and then threaten me with collections because I'm not willing to pay them, and I wonder if this practice is legal.

Desired Settlement: I would like the Sacramento Bee to zero out the invoice and send me acknowledgement that it has been zeroed out. I also would like to bring to the attention of the BBB the unethical billing practices of the Sacramento Bee. While investigating this, I read many reports of other people having similar issues.

Business Response: Mr. ***** started a subscription on 5/16/14 through a 3rd party vendor. The account was started and paid for 13 weeks. As standard procedure, all subscriptions continue on a grace period unless The Bee is notified otherwise. In this case, a first renewal was sent on 7/14/14. A second one on 9/1/14 and a third one on 10/6/14. On the renewal notices, it indicates the continuation of the subscription. As Mr. ***** stated, he did speak with someone and requested to stop the paper and clear the balance. The stop was processed on 11/1/14. Unfortunately, the balance was not removed. This has been resolved as of 12/8/14. The account is at a zero balance and all collection calling has been requested to stop immediately. We apologize for the problems Mr. ***** has experienced. This should have been handled on his first call. Please note, the subscription account will not reflect on Mr. *****'s credit report. The Bee does work with a 3rd party compant to send out final notices, but it is not reported on his credit report.

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

Thank you

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Thanks you, **** 

12/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Received newspapers I never asked for. When I called them to cancel, they told me I owe them $10 for the newspapers I never ordered. In other words, the Sacramento Bee is running a scam where they sent me newspapers without my request or my permission, and now they are trying to charge me for it.This fraudulent case created by the Sacramento Bee has now escalated to collections.

Desired Settlement: The fraudulent balance must be cleared along with any information that may have been added to my credit report regarding these fraudulent charges.

Business Response: Customer started the account 12/15/13. The account was prepaid for 25 weeks on Sunday only delivery. The subscription was paid until 7/20/14. However, along with the Sunday delivery, there are 9 holiday papers delivered throughout the year. Each holiday paper has a $1.00 holiday premium charge. With the holiday papers, the expiration date was shortened to 6/1/14. As standard process, The Bee sends out a renewal notice 4-5 weeks before the expiration date. In this case, the renewal notice was sent on 5/12/14. On all renewal notices, email notifications and promotional material, The Bee states the paper will continue unless The Bee is notified otherwise. These notifications also include the information on the 9 holiday papers. 

For this account, we have gone ahead and waived the $10.20 balance. There is no further action needed from the customer. The account is at a zero balance.

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

Thank you

12/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I subscribed to the Sacramento Bee and have yet to receive delivery of the newspaper. When someone representing the Bee called me, it was found that my address was changed - the number, type of street (i.e. Road to something else) and the zip code. All were very different from the information I provided. The lady said it would be fixed, I should start receiving the paper and she would request a credit for the few weeks missed at that point.About 10 days ago, I called the Sacramento Bee because we still had yet to receive the paper. I spoke with someone who was going to request our address be fixed. He said, "we'll handle this right away." I requested a call back to confirm our address was fixed and a credit for the weeks we've not received the newspaper.I have yet to receive a call back or the newspaper.

Desired Settlement: Due to poor response and poor follow through with Customer Service, I no longer wish to deal with the Sacramento Bee. I wish a full refund of $18.85. I feel I should also be paid for my time in waiting and speaking with customer service and this BBB complaint. In total, I've probably spent at least 30 minutes of my time on this problem.

Business Response: Ms. *****'s account was started at an address in Chico, CA with the same address information on 1821 Devonshire Dr. We apologize for the error and for the trouble it has taken to get this resolved. Currently the account has been stopped and a refund of $7.52 has been credited back to Ms. *****'s Mastercard. Unfortunately, the full refund was not generarted at the same time. As fo today, the remaining refund of $11.33 has been requested to be credited back to the same Mastercard. The remaining refund will be processed and credited on Friday 11/28/14. We are very sorry for the inconvenience. If Ms. ***** chooses to give us another chance, please go online to www.sacbee.com/subscribe our contact our VIP team at ###-###-####.

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

Thank you

11/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a trial subscription through ****** ****** for 12 weeks of the Fri-Sat-Sunday paper. I did not like the product received and I did not renew my subscription. However, the SacBee continued to deliver the unwanted paper and has charged me an additional $53. Turns out as it was explained to me, buried in the fine print on the bottom of the terms and conditions they will auto-renew my subscription after the original contract term. Now they are extorting money via a collections agency after the fact. I got a trial offer, it shouldn't take a lawyer to determine the "appropriate steps" for an inferior product. This is deceptive business practices

Desired Settlement: Remove my name and account from collections and leave me alone. I don't like the paper, I don't want the paper and I am not paying for the product after my original trial subscription ended. This is deceptive business practices.

Business Response: Mr. ******** signed up for a ****** ****** offer on 6/24/12. It was for weekend service and it ws prepaid for 52 weeks. The account expired on 6/23/13. As normal, The Bee send out 3 renewal notices. One is prior to the expiration date and then two others after the expiration date. In this case, the first renewal was sent out 5/20/13. The second renewal was sent on 7/4/13. The Bee received a payment of $52.00 to renew the account for another year (this is not on the ****** ****** account). This paid the account for another 52 weeks. The expiration date was 6/22/14. As standard procedure, we sent out a first renewal notice on 6/2/14. Then, a second on on 7/21/14 and a thrid one on 8/25/14 before the account was stopped for non-payment on 9/20/14. All renewal notices, letters, online notifications and promotional pieces state, "The delivery will continue unless The Bee is notified otherwise." We did not receive notification that Mr. ******** wanted to stop the paper on the expiration date. This resulted in the paper continuing on a 90-day grace period. 

As of today, the account has been stopped and cleared of any balance. Mr. ******** has been placed on the do not call list under the phone number ************. And, all collection efforts have been stopped. 

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

Thank you

11/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Friday, Oct. 17th, 2014, I signed up for a 1 month delivery trial for Fri, Sat, Sun papers and was told it'd be $9.95 and I'd get a $10 gift card. The sales rep went on about how I'd be getting 5 cents plus all the Sunday coupons, and that's what made me sign up. After being shorted my first 2 papers, I found I was charged $13.85 not $9.95, and to top it off, he didn't even give me a receipt! So I went down to the Sacramento Bee Headquarters on October 20th, 2014 and talked to ****** in circulation about the problem. I told her I don't want to auto renew in which she said she would stop auto renew and since I was already billed the $13.85, then I don't have to pay anything further. She did advise me to call back to double check if the autopay was cancelled. So I called this morning Monday, Oct. 27th, 2014 and talked to a representative who said that he has cancelled my subscription permanently but I still have to pay $1.98 for which he did not say why. I am livid! I already paid for the month and I DO NOT wish to be billed again nor should I have to pay $1.98 for a mystery charge or for future newspapers I don't want. I am very disappointed in this newspaper's customer service. And if this isn't resolved I will be going back up to the Sacramento Bee Headquarters again to talk to a manager this time.

Desired Settlement: I would like the Sacramento Bee to officially cancel my subscription and stop auto pay. I would like a confirmation of my cancellation sent to my registered email address on file. I want them to take the $1.98 charge off of my account and any future charges because I have my bank statement showing that they have charged my credit card for $13.85. The payment has already been processed and even though I was OVER charged, I am not looking for a refund, I just want to be removed from their system.

Business Response: Customer was called and this account has been resolved. The account was stopped 10/28/14. The AutoPay information was removed. Customer agreed to the $13.85 only and does not need a refund. The information on the sale was not explained correctly at the time of the sale. This has been reported to the Sales Manager for follow up and training.

Please contact us at ************** if you have any further questions or concerns.

Thank you

Consumer Response:  
Better Business Bureau:

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

11/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: After recent cancellation of Sacramento Bee newspaper delivery, I have been getting frequent cold calls soliciting various deals for Sacramento Bee subscription offers. I have made three requests now to have my name and number removed from their solicitation list. My phone number is also in the National Do Not Call registry.

Desired Settlement: I would like to stop receiving Sacramento Bee solicitation calls immediately.

Business Response: Mr. *****'s account was stopped on 9/5/14. As a regular business practice, our Sales Manager has her team call, mail or email our former subscribers to try to win them back as customers. In this case, I understand Mr. ***** is requesting to have all sales efforts stopped. As of today, The Bee has added Mr. *****'s phone number to the do not call list, which is separate from the National do not call list. This has also been sent to the Sales Manager to remove from all exisiting calling files. It may take a day to notify all calling vendors. Please allow this time to request the notification and confirmation from the sales vendors.

Please feel free to contact us at 1-800-284-3233 if you hav any further questions or concerns.

Thank you

11/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I pay my bill (have credit card charges to prove it) but got a letter from a collection agency saying Sacramento Bee has turned my bill over to them.

Desired Settlement: Can you put the publisher in jail? if not, stop them from submitting customers to collection agencies.

Business Response: I called and spoke with Mr. ****** regarding this issue. The account is at a zero balance. The Retention Manager and Collection vendor have been notified to remove Mr. ****** from all calling and/or letter notiifications. There was some confusion on the the account with a print/digital subscription vs. a digital only subscription. I also explained the digital only subscription is through a vendor, Press Plus. 

Please feel free to contact us if you have any further questions or concerns.

Thank you 

Consumer Response:  
Better Business Bureau:

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

11/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We receive constant telemarketing calls from the Sacramento Bee despite the fact we have registered with the Do Not Call Registry and have informed the Bee directly to put us on their do not call list which they have indicated we are on.We have filed a complaint with the FTC and they continue to call. How can this be stopped?

Desired Settlement: I would like written correspondence from the management of the Sacramento Bee that they will cease and desist calling us any longer and if they violate this action that it results in a monetary fine.

Business Response: Customer is on the do not call list. I have notified our Sales manager, Retention manager and Distribution manager to cover all basis. I received an email back from the all 3 managers confirming these phone numbers are not being called. However, notifications have been sent again to double check all the do not call files to ensure customers are not being called per their request. In the meantime, I have asked our Sales Manager to sent a letter for confirmation on this complaint. Please allow3-4 business days to receive the letter.

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

Thank you

10/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 20, 2014, I placed an ad in the paper to sell my motorcycle. The representative told me it will start on 8/23/2014 (Saturday) & the cost is $130.00 for 30 days. On 8/24/2014 (Sunday), I called to cancel the ad through automated phone service. This morning, 8/25/2014, I called again to make sure, the ad was cancelled. I found out that it was not. The representative told me that it costs me $50.00 to cancel the ad because that's their normal charge for 10 days. The representative did not disclose this at the time I placed the ad. If, I have known, I would never do business with Sacramento Bee. The second time, I called again & the representative told me that I will be refunded $80.00 & should be getting the refund in weeks. I was so frustrated that I asked to speak with supervisor & was told he/she will be calling me at noon today. Now, it's 3:32pm, nobody called me. What I need is the full refund of $130.00 because I was not disclosed of these charges ($50.00) for 10 days.Thank you.

Desired Settlement: Full refund of $130.00.

Business Response:

This complaint was handled by the Advertising Division here at The Sacramento Bee. 

From the advertising rep:
"The gentleman was informed that we bill for Classified "for sale" ads in 10-day increments of $50/each, totaling $150.  The gentleman asked for 30-days and was then given a discount of $20.00.  He was also advised that should he sell his motorcycle within the first 3-days, call us immediately for a full refund; after that the $50 fee would be set regardless of when he cancels.  
Unfortunately, he claims he heard none of those details.  We will be refunding the $130 he paid.  It could take up to 4 weeks for the check to be received by this gentleman. However, we are requesting the refund to be expedited."

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

Thank you

Consumer Response:

I am rejecting this response because:  This is a lie. Truly, the Sacramento Bee representative did not disclose the $50.00 cancellation fee.  The ad started on 8/22/2014 (Saturday) and I cancelled the ad on 8/24/2014 (Sunday) through automated service which unfortunately  did not take the cancellation, that I was told by the  Sacramento Bee rep on 8/25/2014 which I called to make sure the ad was cancelled.  Also, she did not mention anything about the discount of $20.00.  She told me the rate  of $130.00 for 30 days.

I do not want to make this issue goes further, so I appreciate it very much to have the full refund of $130.00 as soon as possible.

 

Thank you.

 

Consumer Response: Consumer states that business has resolved issues.

10/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In January of 2014, I paid $26 and a $5 carrier tip for a 52 week subscription of the Sunday only Sacramento Bee Newspaper. Just 32 weeks later, my subscription not only expired, they were showing about a $2.36 balance due on my account.When I called their customer service department, the customer service agent said that the "holiday editions" that I had received without asking for them had reduced my subscription period. Then after complaining about that policy, the agent said that my subscription had been extended until this coming November, still quite a bit short of the full 52 weeks.The offer of 52 weeks for $0.50 per week must have been receded and retracted after my payment was received. This is a dishonest business practice and it needs to be stopped.The delivery address of the paper is ***** **** **** **** ******** ** *****

Desired Settlement: Deliver the full 52 weeks of the Sunday only newspaper which will be the middle of January 2015 and erase the balance due on my account.

Business Response: Mr. ******** is on a discounted Sunday only rate of $0.50/week. The Published rate is $5.54/week. We did receive the payment for 52 weeks. This posted on 1/17/14. The reason the account is shortened is because all subscriptions have 9 holiday premium papers throughout the year. Each holiday paper is $1.00. When the holiday hits, the $1.00 is deducted from the account. Since Mr. ********'s account is on such a deep discount, the deduction of $1.00 can shortened the account by about 2 weeks. These holidays are listed on all promotional materials, email notifications, renewal notices and in paper. As a one time courteousy, Mr. ********'s account has been credited for these holiday papers. The current expiration date will be 1/18/15. 

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

Thank you 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that the resolution that my subscription has been extended to January 18, 2015 is fully satisfactory to me.

If you forward this acceptance to them, please add that I will not be renewing my subscription in January unless there are to be no further unwanted 'Holiday' papers - I wanted and signed up for "Sunday Only" - they need to look up the word "ONLY" in their Webster's dictionary.  I will want assurance that they understand in writing just in case they forget and send holiday papers anyway. 
Thank you for your assistance in this matter.
***** ...  

10/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had won Elton John tickets at the Sleep Train arena on 9/29/14. I was not notified I won the tickets which were $159.00 ea in value. I used 2,005,000 of my earned bee buzz points reward to enter contest. I sent email online to contact the rewards office and called no one return any of my requests.

Desired Settlement: Replacement of other concert event

Business Response: This complaint was handled by our Loyalty Manager who oversees BeeBuzzPoints. This is the resolution for this customer.


Customer's account was double checked with Triton (the vendor). They had a time stamped copy of the email that was sent on Sept 29 to the customer. Customer was called to confirm that it was the correct email address (it was), She was sent a copy of the notification and offered to refund her 2,005,000 points, which she accepted. Customer will also get a follow up email once her points are returned to the system.

Thanks
Vicky

Consumer Response:



Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I did speak with the Sacramento Bee rewards office yesterday although I never received the email which I check daily several times a day. The communication was adequate in resolving this issue. Thank You so much to the BBB for your fast service and professionalism.

10/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Previously asked the Sacramento Bee to stop auto billing my credit card for subscription.Called their customer service department Aug 27,1014. During the call I advised to cancel subscription and refund 197.28. I stopped home delivery effective Sunday 8/31/2014. I have received no more home deliveries. Mid Sept I called again and was advised cancellation not put through. Keep in mind deliveries stopped. The customer service rep was evasive then defensive. The Sacramento Bee has been arbitrary and less than truthful in dealing with me. I find their customer service poor.What is worse is they present themselves as looking out for the community.

Desired Settlement: Want the Bee to cease with put-offs and lies and refund my money as quickly as they took the money. I would NEVER subscribe again. That is a shame as I have been a customer, 7 day home delivery since 2008.

Consumer Response: Sac BEE finally refunded me. Along the way I got several stories. They have Horrible customer service.
BBB was the reason I was able to resolve.
Thanks!!!!!

9/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a customer with Sac Bee for almost 4 years now. Every year I get my renewal, this year I wasn't going to stay with them because the price for a year subscription doubled. I called to let them know to cancel when my account reached zero. The rep then stated that she could give me the 79.96 price for 4 papers a week for a year, so I paid the 79.96 and thought it was done. That was April 18th 2014. I checked my account on April 19th and saw that they only applied it for 6 months not the year. I then called customer service and stated what happened. The rep said that they would escalate this and get it taken care of and my account would be adjusted in 24 to 48 hours. It never was, I have called in on Aprl 19th, April 28th, May 6th spoke with ella, May 19th at 12:09, June 30th, July 23rd at 11:10am, August 5th 3:06 pm and today August 18th at 12:33pm spoke to either bill or phil very hard to understand some of these reps. I have asked to speak to a supervisor multiple times and they have stated why I tell them what is going on they then state we will get this over to the department and your account will be adjusted in 24 to 48 hours. This time I also spoke to "supervisor" Rebecca who stated she will contact the department and find out what is going on and call me back within 24 to 48hours. I feel like I am getting the run around and this is horrible customer service, you are there to do a job they should do their job. I want my account credited until April 18th 2015 like it should be and I don't believe they should be able to take a $1 per paper every holiday weekend to shorten my paper as well which would mean they would need to apply $1 dollar per paper per week there is a holiday which I believe there is 5 holidays until my april 18th date because if they shorten if my subscription would be up in feb not spril. I am so sick of calling a company that doesn't take care of their customers.

Desired Settlement: I want my account to be paid up until April 18th 2015 and then apply the $1 per paper per week there is a holiday which I believe is 5 until April 18th because my subscription would actually be up in about Feb not April. I get 4 papers per week which would be 4 dollars per week which would about twenty additonal dollars. If they will not do the holiday pay I at least want my account to be credited until April 18th 2015 like I paid for.

Business Response: Ms. ******'s account is set to expire on 4/19/15. The account is set to receive 4 Sunday papers each week. It appears the payment that posted on 4/18/14 was posted incorrectly im our system. This has been updated and the account has been corrected as of 8/17/14. We do apologize for the error and the inconvenience.

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

9/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I Canceled My SubscriptioN And Was Quoted An Unpaid Balance. Via Email and Phone Call To Customer ServIce, I Disputed The Balance On The Basis That The BalancE Included Periods In Which I Requested A Vacation Stop On The Subscription. I Did Not Indicate A Hold And Delayed DeliveRy Of The Newspapers NoR Did I Request The Papers To be Donated. Had The Newspaper Indicated That I Would Continue To Be Charged A Subscription Even If I Did Not Actually Receive Any Delivery Of The Papers (Without Choosing The Option To Donate) With Adequate Notice, I Would Have Canceled AnD Subscribe At A Later Date Especially Since The Period In Question Involves A Long Period Of Vacation Time. After Subsequent Attempts To Contact Customer Service Via Email To Ensure A Response In Writing, I Received A Collection Notice From The Sacramento Bee's Collection Agency. Please Let Me Know If You Have Any Questions.

Desired Settlement: Delete Remaining Balance On Account Or Respond In Writing Explaining basis For Charge Of newspapers Never Received.

Business Response: Thank you for your call this morning. This account was cleared of any balance on 8/7/14. The Sacramento Bee had a change of vacation options back in September 2012. We now offer unlimited digital access to all customers along with the printed paper. The unlimited digital access includes the electronic version of the paper, sacbee.com, mobile apps and an iPad app. The options for vacation stops include one of the following: donating the vacation credit to our NIE program, having the papers held and delivered upon the customer's return, or reading the paper digitally. We apologize for any confusion. The options are updated and notated on our manage your subscription page and through the automated phone system. 

Consumer Response:  
Better Business Bureau:

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

9/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We join the ranks of those complaints where SacBee charged for papers even though we tried to cancel a number of times. We talked with "representatives" multiple times since sometime in March 2014. The problem now is we thought we closed this issue on July 13, 2014 where I got a commitment from the support person Jill ID#1740 that the following was agreed:1. Our balance was cleared and we owe nothing to the BEE2. we would no longer get ANY phone calls either from the Bee or their agencies requesting funds or any other requests. 3. All collection agency activity would be closed and nothing submitted to credit reporting agencies.4. We would get an email from the sacramento bee that our account was truly and finally closed and we owe nothing to the Bee. The problem was everything was verbal before and we thought it was resolved. We did receive this email which I attached to this complaint.What is generating this complaint is that on Saturday Aug. 16, 2014 we received a letter from the Bee collection agency A.R.M Solutions saying we had a "delinquency" in our account and owed the funds.We are getting tired of this. I will bet the response will be something like this was some left over "database thing" so just ignore. We got that response on phone calls before. Why should we trust you now?

Desired Settlement: 1. An email from SacBee confirming that our account has been credited and we owe nothing to the Sac BEE and our account is closed in good standing.2. An email from A.R.M. Solutions stating that this issue is closed and we owe nothing.3. SacBee and affiliates remove us from all mail, email, telephone contact lists for any sales/advertising/membership or otherwise. 4. We expect SacBee to contact A.R.M. Solutions to remove us from all correspondence. We expect an acknowledgment this occurred.

Business Response: An email has been sent in response to this complaint from **** *****. Our records show the account number of #****** under ******** ***** has been cleared pf any balance on 8/22/14. As requested, Mr. *****'s information has been added to our do not call, do not email, and do not mail list. And, the account infiomation was given to A.R.M to remove you from any further notifications. This information has also been forwarded to the Retentionn Manager at The Bee. He works directly with the A.R.M Solutions. 

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

Consumer Response:  
Better Business Bureau:

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

9/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A Bee salesperson has just informed me I owe them for back issues my paper deliveries that I never subscribed to. This is the second time this has happened in the past year and the worst part is I never subscribed to this service in the first place. A recieved a gift subscription to the paper from my sister. My sister subscribed to the paper through a high school charity fund raiser. She paid for the service full when she subscribed. Shortly after the Bee began arriving at my home, I started receiving bills and phone calls telling me I owed the Bee money for this subscription. I informed the callers I had not subscribed and services had already been paid in full by the subscriber and to stop sending me papers. The Bee ultimately sent the bill to a collection agency. My sister who did not want to cause me further distress paid the bill in full, asked the Bee to cancel the subscription and filed a complaint with the BBB. Again the Bee began delivery the paper to me. When they sent renewal notices to my address with my sister's last name, I wrote cancel subscription on the notices and returned the notices by mail. Tonight I got another call from a sales person telling me she can't cancel my subscription only tell me that I owe money and accept my money. I find the Sacramento Bee business practices unethical, abusive, predatory and annoying. I have already had multiple conversation with multiple sales people at the Bee. I want the Bee to stop harassing me and stop leaving their cat litter box linings in my drive way.

Desired Settlement: I would like my sister to be refunded in full for the "gift" subscription she gave me. I would like a formal apology from the Bee customer service department and the Bee billing department to be sent to both my sister and I for all the time and grief their subscription service has cost us. I would like the Bee to stop littering my driveway with their cat litter box lining. I would like the Bee to stop mailing any additional correspondences after they issue their formal apologies to me.

Business Response: This account was changed from Sunday only to weekend delivery on 7/20/13. The payment of $22.00 was posted on 7/30/13 and the account expired on 10/13/13. Prior to the expiration date, The Bee sent out a renewal notice on 9/9/13. On the renewal notices, The Bee states the paper will continue unless The Bee is notified otherwise. After the first renewal, The Bee sends out 2 additional notices. In this case, the notices were sent on 10/24/13 and 12/2/13. The account was stopped on 1/11/14. The amount owing at this time was $40.81. The account was cleared of the balance on 3/26/14. However, a payment of $40.81 was also sent in and posted on 3/27/14. This restarted the account and paid the account ahead until 6/21/14. Since the account was already at a zero balance at the time the payment posted, Ms. Strand's account was started to allow the papers to be delivered with the $40.81 credit. After this timeframe, the account was stopped on 8/15/14 per the customer's request. As of 8/14/14, this account is at a zero balance.

 
We do apologize for the confusion and the inconvenience. 
 
Please let us know if you have any further questions or concerns. 
 
Thank you

Consumer Response:  
Better Business Bureau:

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

9/2/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have contacted their customer service line several times in regards to not receiving their YES subscription for over the last 4 months now. Each time i call they state that they will escalate it to the distribution manager and that i will receive the next delivery. Each person says the sane thing and nothing gets resolved. All i would like is to get what i used to receive with no issues before i am supposed to get it on Tuesdays and Sundays. Each day it is not here. I am becoming more and more upset with their lack of concern. Something needs to be done asap.

Desired Settlement: I would like to receive my YES subscription as promised.

Business Response: Customer is scheduled to receive the Yes delivery every Sunday by 9:00am. A message and complaint has been registered with the distributor and the regional manager. This will be followed up on each week to guarantee the delivery. A call was made to Ms. Waller to follow up on the recent delivery. A voicemail message was left to contact us if the problem continues. This problem should be resolved immediately. 

 
Please feel free to contact us at ###-###-#### or ###-###-#### if a paper is not received. Our office is open on Sundays from 7:00am-11:00am.
 
Thank you
 

8/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a subscription to the Sacramento Bee for 12 weeks via Living Social. They kept sending me newspapers after that time period. I refused to pay because I did not authorize this. They have now sent a collections agency on me. I would be okay paying them if they contacted me and got my permission for the subscription but they did not. I think this practice is unethical and I would like them to stop and credit me.

Desired Settlement: Dismiss the charge and leave me alone.

Business Response: The subscription was started on a ******* offer 9/22/13. The amount paid was $9.00 for 26 weeks of Sunday only delivery. Prior to the 26 week expiration date, The Bee sent out a renewal notice. On the renewal notice, there is a statement of, "the paper will continue unless The Bee is notified otherwise." After the 1st renewal notice, The Bee sends out 2 more notices. In this case, the renewal notices were sent on 2/17/14, 4/21/14, and 5/26/14. After a 90 grace period, the account is stopped. This is why the amount of $20.02 is showing as past due. Since Mr. ******* claims he was not asked or notifed about renewing the subscription, we have honored his request to clear the balance and stop all collection efforts. Currently, the account is stopped and the account is at a zero balance. We do hope Mr. ******* subscribes again in the future. We would be more than happy to have him back as a customer.

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

Consumer Response:  
Better Business Bureau:

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

 
 
Message to Bee:
Thank you for resolving this.  I'm sorry to have to go through the BBB to get this resolved.  I do not recall a message, email, or call informing me of continuing the subscription.  My suggestion is that in future, to avoid such problems is to go with an Opt In option where the customer acknowledges they received the information and authorizes further deliveries.  In my opinion a non-response is not a way to authorize business.
 
Sincerely,
**** *******

8/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: went on vacation for 8 days, put stop on my news paper delivery to home. did not see a reduction on my bill for non delivery days. called bee to inquire about why no reduction on my bill and was told that even though we did not receive our paper we are still charged for it. when asked why, they said because you can access the paper on line. that has to be the stupidest excuse i have ever heard. what about people who don't take the paper, they can also access the paper on line. is the bee going to charge all non subscribers in the area because they may go on line to view the paper.

Desired Settlement: for the bee to stop this ridiculous, arrogant ripoff of their customers.

Business Response: Currently, The Bee subscriptions include the pinted paper and unlimited online access to all digital products and devices. For subscribers, the news and information is accessible anytime, anywhere even while on vacation. Back in September 2012, The Bee did implement an online access fee. This includes sacbee.com and the e-Edition. If an inactive print reader goes to sacbee.com and clicks on an article, they will be asked to select a package (print & digital or digital only).  For the **** residence, the digital access is included with the current subscription. As a result of the digital change, the options for vacation requests have also changed. As explained by the customer service representative, the **** family has access to the paper while away on vacation. Another option is to have the printed papers held and delivered upon the return of their vacation. In either case, the digital access is available 24/7. The Bee representative did give a one time credit for the recent vacation stop. Moving forward, the options will be to have the papers held and delivered or view the paper digitally. This does not extend the expiration date on the account. The digital access can be viewed on a PC, laptop, smart phone, iPad or any other tablet. 

 
Please let us know if you have any firther questions or concerns by contacting us at ###-###-####.
 
Thank you 

Consumer Response:  
Better Business Bureau:

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

8/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My pre-paid 12 month Sacramento Bee subscription ended, and they continue to deliver the paper to me although I've tried to call several times to remind them that I pre-paid for a specific period of time and never intended to continue getting the paper. I was able to speak with someone briefly, who told me that I now owe them for the continued delivery of the paper (that I never wanted in the first place and did not authorize). They say they cannot cancel my subscription until I pay the balance on the account (which is for the papers delivered after my subscription ended). I am not paying for something I never purchased, and didn't have the ability to give back to them. I can't find any number related to cancelling a Sacramento Bee subscription. When I call the numbers for other issues, no one every picks up.

Desired Settlement: I would like someone to call me from the Sacramento Bee to verify that they will stop delivering papers to my house. I don't want them, and won't be paying for papers delivered against my will. I would like the representative to confirm that I do not owe their company any money.

Consumer Response:  
Better Business Bureau:

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

Business Response:

This subscription was on a promotional rate for Sunday only.  Once the promotional offer expires, the rate changes to the regular rate of the subscription. Prior to the expiration date, The Bee generates a renewal notice to give customers a chance to renew or stop the service. In this case, we understand Ms. ******* requested to have the subscription stopped. Unfortunately, the transaction was not processed. We apologize for the confusion and the problems this has caused Ms. *******. As of today, 8/18/14, the account has been stopped and there is a zero balance on the account.  Our hope is Ms. ******* will. restart a subscription sometime in the near future at sacbee.com/plus.
 
Please let us know if you have any further questions or concerns.
 
Thank you

8/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with a Bee sales rep in a grocery store for a 1 month trial subscription of home delivery for the Sac Bee newspaper. I was told it'd be $9.95/mo and I'd get a $10 gift card and "I'd be getting 5 cents, a month of papers plus all the Sunday coupons and the animal shelter would pick up the papers afterwards for recycling". Made it sound like a win-win for all. I (foolishly) signed up, got my gift card, and waited for my papers that weekend. I was shorted my first 2 papers. I called and was able to get the next 2. Then when I checked my bank balance, I found my account overdrawn. I checked and the Bee had first overcharged me ($13.95 not $9.95 like I was told it'd be) then double charged me. I was charged $27.70 for 2 papers. Since I could not cover the extra charge, I was charged a $35 overdraft fee. Because of their careless mistake, I paid $62.70 for 2 papers. I called to get them to refund my money and was told I'd have to go somewhere and pay to get copies of my bank records for proof, then pay more to fax that to them. I asked them to transfer me to billing and they couldn't/wouldn't? I asked to speak to a manager or someone who could refund me my money and was told there was no one to help me any more than I had. NO BILLING, NO ONE I COULD TALK TO AND NO WAY TO REFUND MY MONEY WITHOUT PAYING MORE MONEY. I hit the roof! I messaged them on their Facebook page and was told "a VIP customer service rep would call me to resolve my issue. After more than 1 week, NO ONE HAS CALLED ME YET. They refuse to call me or do anything to resolve this. I have filed 2 complaints with their customer service dept., but again, NO RESPONSE FROM THEM. I have NEVER had such horrible customer service! I'm currently working with my bank trying to get it straight because the Sacramento Bee clearly doesn't care about their customer service. They STILL refuse to contact me in any way even though they have 3 ways to reach me.

Desired Settlement: I want BOTH $13.95 charges refunded AND my $35 overdraft fee, total $62.70. And a public complaint filed to warn others of their customer service policy or rather lack of customer service.

Business Response: Customer signed up for the weekend delivery (Friday -Sunday). The rate quoted of $9.95 was incorrect since The Bee has a one time activation fee on all new accouunts. Unfotunately, it sounds as though the salesperson did not explain the offer. This information has been given to the Sales Manager. She will follow up on the incorrect information. When these orders are processed, we can track the down person who sold the order. This is definitely a training and coaching opportunity for the salespeople. We apologize for the problems this has caused Ms. ****. In looking at Ms. ****'s account, it appears there has been a refund in the amount of $27.70 on 7/30/14. This is for the 2 payments of $13.85 each. As for the overdraft fee, we will honor the refund, however for documentation purposes, our Accounting Department will need a copy of the overdraft fee. This can be faxed to ###-###-#### or scanned and emailed to ************** or can be mailed to ** *** ****** *********** ** ****2. Again, we apologize for the incorrect information given at the time of the sale. 

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

8/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am disputing a "debt" with Sacramento Bee's collection agency right now and it is absolutely ridiculous! Being that I hold no account with the Sacramento Bee, have not ever held an account with the Sacramento Bee, and do not wish to hold an account with the Sacramento Bee, there IS NO outstanding or delinquent account to speak of... This entire process is scam based attempted theft. The following describes the events leading to the demand funds that are not due: 1. A high school student came to my door as a solicitor. He was raising money toward a scholarship. 2. I told him I do not want a subscription, or even one newspaper from the Sacramento Bee; however, I would be happy to offer support in the form of $25. 3. He stated that he would not be eligible for the scholarship, unless the $25 was recorded.4. He filled in a receipt, stating that I had PAID IN FULL IN CASH for whatever length of time would be fulfilled with the $25.AT NO TIME did I agree for additional newspapers to be sent to my residence. AT NO TIME did I ask for a subscription in excess of $25 worth of newspapers.Now I am receiving phone calls multiple times a day from a creditor, and have to go through the entire dispute process. (I have excellent credit, so this is all very frustrating to me!)

Desired Settlement: Stop harassing me for funds that are not due.

Business Response: There was a new subscription started back on 1/4/14 by a door to door contractor. The paper was started on a weekends only subscription and a paymnet of $25.00 posted to the account.  This paid the account until 3/9/14. Since we do not stop accounts automatically on the expiration date, The Bee sends out 3 renewal notices to our customers. In this case, there was a renewal sent out on 2/10/14, 3/20/14 & 5/12/14. On the renewal notices, it states the paper will continue unless The Bee is notified otherwise. I understand Ms. ********* did not want to continue the delivery after the $25.00 ran out on the account. I do apologize for the salesperson giving out the wrong information. This has also been sent to the Sales Manager for coaching & training with the Sales Crew. For this case, the account with The Sacramento Bee, it has been cleared of any balance. All retention collections calls, emails or letters will be terminated and this information has gone to the local retention manager to clear any past due amount notifications. Again, we apologize for the confusion and the incorrect information on the initial start of the sale. This account has been resolved.

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

Consumer Response:  
Better Business Bureau:

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

8/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my subscription but they say they do not have a record of that. I have described in detailed emails to them the difficulty I have had in attempting to communicate this to them. This includes my one voided check from my new checks I gave them causing my checking account to be compromised. I now have a new account. There is no way to cancel a subscription without waiting on hold and finally speaking to what sounded like another country. At that time, I specifically requested a confirmation of cancellation and was told there as none and my subscription was cancelled. This was a weekend only subscription and I only agreed to it as it was a charity for youth that came to my door to sell it. I am new to Sacramento and this has been very unwelcome to have such difficulty with the newspaper. I am concerned about security issues when papers are left outside as I often travel for work. I have expressed through emails these issues and the only reply still demands $28.82 by 7/30/14. I have saved my previous emails attempting to explain why I believe this bill is inappropriate and requesting the issue be forwarded to management, to no use. This is the first time I have ever had to seek help from the BBB. I appreciate this opportunity and hope to hear a possitive reply.

Desired Settlement: That the Sacramento Bee provide me with a 0 balance invoice. I can not invest more time or money.

Business Response: This account was started by an independent contractor on weekend service 2/23/14. The order placed was for a subscription every 5 weeks automatically signed up on bank draft. This is why the paper continued. On the receipt from the salesperson, the information box marked would show the offer was for an automatic billing cycle. We do apologize if the information was not explained clearly by the salesperson. This will be forwarded to the appropriate sales manager. As for Ms. *********'s account, it has been cleared of any balance due. As of 7/30/14, the account is at a zero balance. We understand Ms. ********* tried to communicate with The Bee to have the subscription cancelled. We do hope Ms. ********* will consider a subscription in the future. She can log on to www.sacbee.com/plus or call **************. We do apologize for the inconvenience. 

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

8/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since May I was having problems with the Sacramento Bee and my billing. Three I gave them credit card information to pay my bill and for what ever reason, they couldn't get the payment right. Three times, I received a bill. Three times I updated my credit card on their website and three times they failed to process the order. I emailed them on July 31, 2014 and cancelled my subscription. I checked my account online for an updated balance due which was $39.01. That would pay my account in full from the end of May to July 31st. I mailed in a check right away. On the morning of August 1st, I received a call from the Bee. I explained the problem---again--and told them that I had cancelled my subscription online and I didn't want any more phone calls from them.An hour later, they called again. This time, I wasn't as nice with them. I told him my subscription was canceled because of their continuing problems with my account. I told them to stop the paper immediately and to stop calling me. That was August 1st. For the past five days they have continued to deliver a paper to me. Each day for the past 5 days, I have emailed them to stop. They are ignoring my request. I refuse to pay for these papers. I cancelled my subscription on July 31st, 2014 and I'm paid in full to that date.

Desired Settlement: I want them to stop delivering newspapers to my door and I want them not to call my home. Email only so I can make copies of all correspondence in order to protect myself from future billing.

Business Response: Mr. ***** has been a customer for several years. We are very sorry for the frustration and inconvenience on his account. As Mr. ***** stated, he mailed in a payment of $39.01 on 7/31/14. As of today, 8/6/14, the payment has not posted on the account. Our Finance Department is closed on the weekends and all of our customer payments get processed in the Fresno office. It could take 3-5 business days to post the payment. Mr. ***** also mentioned that the papers have not stopped as requested. As of today, 8/6/14, the account has been stopped and a message has been sent to the appropriate distributor to have the deliveries stopped. Unfortunately, the account was not stopped as requested to the vendor who contacted Mr. *****. This is unacceptable and this information has been given to the proper manager here at The Bee. We always want to the honor a customer's request. Finally, the phone number on Mr. *****'s account has been added to the do not call ist. Mr. ***** will not be receiving any solicitation calls to restart the service or pay any remaining balance. 

 
Please let us know if you have any further questions or concerns. We do hope Mr. ***** will restart his subscription in the near future. If this is an option down the road, please go to www.sacbee.com/plus or call us at 1-800-284-3233.
 
Thank you

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me provided the newspaper delivery to my home is stopped as promised. I received another delivery this morning.  ****** *****

8/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a subscriber to the Sac Bee for a number of years and have put my delivery on vacation when going on vacation for a number of years. In May of 2014, I put my delivery on vacation, to restart on 5 Aug., 2014. I was told I had a credit of some $8.00. When I called to verify that the paper would be delivered to **** ******** ***, Citrus Heights, CA.my credit card was charged $37.44 and I was told that would pay for the paper only untill Aug. 25th, 2014.I phoned the Sac Bee on Aug.6th to complain that no paper had been delivered and ask why I would only receive the paper for 20 days when I had $8.00 credit plus the $37.44 charge on my credit card I was told I had to pay for the paper straight thru because they did not offer a vacation option on them payment. (the automatic answering system at SacBee, does offer a vacation stop and restart option, and does not say anything about not stopping the charges). I feel the SacBee is steeling money by offering a vacation stop and billing for the paper after the fact.Thank you******* ****

Desired Settlement: I feel I should be given credit for the $8.00 plus the full month for the $37.44 charge on my credit card on 5 Aug, 2014. I feel they should be forced to say on their automatic phone system that they do not offer a vacation stop and that you have to cancel the subscription to not be charged for the paper.Thank you******* ****

Business Response: Mr. **** called in a vacation stop from 5/7/14-8/5/14. The options for our vacation stops changed back in 2012. In 2012, we included digital access with all customer accounts. The digital access allows customers unlimited access to read the paper anytime, anywhere. Digital access includes sacbee.com, the e-Edition (exact replica of the print paper) and the **** app. While on vacation, Mr. **** has the ability to read articles, view the paper, and access the paper daily. Since the option of digital access is available, we no longer offer a credit to the print subscription. Mr. **** is currently activated to the full unlimited digital access. However, since Mr. **** was unaware of the vacation options, we are able to give a one time credit for $28.80. This will pay his subscription to 11/4/14.

 
The Bee did make a modification to the vacation credit options after the initial change in 2012. If a customer is gone for more than 21 days, the customer will start to receive a credit on the 22nd day until the restart date. In Mr. ****'s case, the $28.80 credit is from 5/29/14-8/5/14. This extends his current subscription to 11/4/14. In the future, if Mr. **** is away on vacation, he will be able to access the paper digitally on any device, tablet, laptop or PC.    
 
Please let us know if there are any further questions or concerns.
 
Thank you
  

Consumer Response:  
Better Business Bureau:

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

8/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Groupon Sunday only 26 week subscription on August 18, 2013. I received a notice from Sac Bee in late December or early January advising me my subscription was due to expire. I called about a week later and cancelled my subscription. I received another news paper, and called the following Tuesday and reminded them I had cancelled. The person I spoke to said it usually takes a couple of days I told him I better not get charged and he assured me that wouldn't be the case. I began receiving calls in Feb through June for a balanced owed, and I told them no, I cancelled my subscription. This is beyond ridiculous at this point. I've spoken to them about twice - three times a month since January! Now they have turned in a bill to the collection agency for $26.00. How can I owe them anything when I cancelled the subscription prior to it expiring? I sent them a certified letter with a cc to the collection agency explaining basically what I have above. What else can I do?

Desired Settlement: I want them to remove the collection notice and restore my credit.

Business Response: Ms. ****** did start an account on Sunday only effective 8/25/13. This was a Groupon offer. She paid $9.00 for 26 weeks. Prior to the 26 weeks expiration date, The Bee mailed out a renewal notice on  1/20/14. On the renewal notices, it states the paper will continue unless The Bee is notified otherwise.  I understand Ms. ****** states she called to have the paper cancelled, but her request was not honored. Our records show the account was officially stopped on 5/21/14. In this case, the account has been cleared of any balance.  We do apologize for the inconvenience. We do hope Ms. ****** restarts again in the future.

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

7/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid for a six month subscription to the Sacramento Bee. First the Bee shortened my subscription term after the payment. Secondly, after indicating my subscription could be held and extended, the Bee denied an extension after I had my paper held for 63 days. In short, the Bee led me to subscribe under terms which they changed after the fact. Persons setting up automatic payment schedules with the Bee should be very cautious about the Bee's misleading practice.

Desired Settlement: The Bee should not charge more for a subscription that already has been paid for. The Bee should either do extensions for holds or make clear that they will not do them. In my case, a six month subscription with a 63 day hold should result in papers being delivered for 63 days beyond the original subscription term, with no additional charges.Finally, I want my credit card information deleted form the Bee's files, for obvious reasons.

Business Response: Mr. ***********'s account has been on the easypay billing method for several years. Recently, the account was taken off automatic payment per customer request. Mr. Litwinocih will now be receiving a renewal bill in the mail a month before the expiration date. As for the options for the vacation credits, this was changed back in September 2012. The Bee implemented a digital portion to all subscriptions. The digital portion of the subscription allows our readers full access to the paper anytime, anywhere. The unlimited access can be viewed from any smart phone, laptop, PC or device/tablet. This allows our readers to have access to the paper while away on vacation as well. Mr. *********** has chosen to opt out of the digital portion of the subscription.  The vacation options ares till the same whether a customer is being billed or on the easypay payment method. Mr. *********** wa given a one time credit by our Customer Service Department on 12/9/13 for one month.

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

Consumer Response:

I am rejecting this response because:

The response fails to address either of my concerns.  First of all, the Bee fails to agree to remove my credit card information from their computers and files. While they claim to be changing my payment method, this is not the same as taking steps to assure that they will not have the ability to post illegitimate charges against my credit card in the future.  I want my credit card information deleted from any and all of their files.

Secondly, the other information the Bee has provided is highly misleading and fails to address the issue of a subscription extension for papers held. On December 9, 2013 ****** at the Bee called me to say that I would receive a 28 day extension based on a prior hold, while denying a different 9 day hold extension based upon a new Bee policy that papers must be held at least 21 days in order for the subscription to be extended. I was not pleased about not being informed in advance of this change, and appealed the 9 day denial. I heard nothing back on the appeal, but continued my subscription based upon the assurance that a hold in excess of 21 days would still result in a subscription extension.  I had the paper held from March 11, 2014 to May 13, 2014 while traveling, fully anticipating that my subscription would be extended for 63 days. Only when I received my renewal notice did I learn that no extension was granted.

I believe that a subscription sold under terms allowing hold extensions should honor those terms. Not only did the Bee fail to inform me of their apparent policy changes, they very clearly confirmed for me that any hold of 21 days or more was eligible for an extension. To sell a product on certain terms, and then to change those terms, could be viewed as a bait and switch.

Finally, I believe that when a company sells a six month subscription it should last six months, and not be shortened by subsequent price changes, another suspect practice of the Bee. 

Thank you for your assistance in this matter. I look forward to hearing back from you.

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

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

 

Business Response: Mr. *********** was given a credit on 12/9/13 for 21 days. This was handled by our VIP team. The notation on the 21 day vacation credit stated this was a one time adjustment on this account. Moving forward, the vacation credits do not get extended. After the initial change in vacation options, The Bee decided tomake one change on long term vacation over 21 days.  We can now process an extension of the expiration date after the 21st day. The first 3 weeks (21 days) still have the options of donation, holding the papers, or digital access. On the 22nd day forward, the account can be adjusted automatically by our system In this case from 3/11/14-5/13/14, Mr. *********** should have had a credit from 4/2/14-5/13/14. Since this was not coded correcly, I have done a manual adjustment to correct the account. The updated expiration date on the account is 1/22/15.

 
On 6/20/14, our Customer Service Department removed Mr. ***********'s credit card information from our easypay billing option. He is no longer on an automatic payment cycle. He will recevie a renewal bill in the mail a month prior to the expiration date.
 
Please let me know if you have any further questions or concerns.
 
Thank you
 

Consumer Response:

I am rejecting this response because:

1. This is the first time the Bee has indicated to me that I would not receive an extension for the first 21 days my paper was held. What I was told was that the paper would have to be held for at least 21 days in order to receive an extension, leading me to believe that a 63 day hold would result in a 63 day delivery extension, rather than a 42 day delivery extension. The prior extension I received had no such deduction. When and how and where did the Bee notify customers of this change?

2. My principal concern is that the Bee steadfastly refuses to say that they are removing my credit card information from their files. They continue to be evasive about doing so, most recently stating, "On 6/20/14, our Customer Service Department removed Mr. ***********'s credit card information from our easypay billing option." I feel strongly about having this concern addressed.

I very much appreciate the BBB's assistance in this matter. Thank you.

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

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

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

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 

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

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!
 
 

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?
 

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

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

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 

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

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 

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,

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

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 ***.

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.

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

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.

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

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,

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

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.

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.

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.

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.)

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.

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.

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.

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.

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!!!!

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.

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.

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.

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

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.

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.

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.

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. ******.

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.

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.)

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

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.

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.

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.

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.

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. ******

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, **** ********

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.

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, ***** ******

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.

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.

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.

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.

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.

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.

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.

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.

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.

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,

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.

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.

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!

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."