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San Diego, Orange and Imperial Counties

BBB Accredited Business since

U-T San Diego

Additional Locations

Phone: (619) 299-3131 Fax: (619) 293-2432 View Additional Phone Numbers 350 Camino De La Reina, San Diego, CA 92108 View Additional Email Addresses http://www.utsandiego.com View Additional Web Addresses

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Description

This company offers newspapers.

BBB Accreditation

A BBB Accredited Business since

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

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

Reason for Rating

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

Factors that raised the rating for U-T San Diego include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 111 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

111 complaints closed with BBB in last 3 years | 29 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 14
Billing/Collection Issues 34
Delivery Issues 28
Guarantee/Warranty Issues 0
Problems with Product/Service 35
Total Closed Complaints 111

Customer Reviews Summary Read customer reviews

0 Customer Reviews on U-T San Diego
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: May 01, 1958 Business started: 05/01/1958 in CA Business incorporated: 03/26/2009 in DE
Type of Entity

Limited Liability Company (LLC)

Business Management
Ms. Mary Melone, Customer Service Manager
Contact Information
Customer Contact: Ms. Mary Melone, Customer Service Manager
Number of Employees

1,100

Business Category

Newspapers

Alternate Business Names
North County Times San Diego Union Tribune LLC
Industry Tips
Free Trial Offers Internet Shopping

Additional Locations

  • 1722 S Coast Highway

    Oceanside, CA 92054

  • 350 Camino De La Reina

    San Diego, CA 92108 (619) 299-2121 (619) 299-3131 (800) 533-8830

  • PO Box 120191

    San Diego, CA 92112

  • PO Box 122512

    San Diego, CA 92112

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Types of Complaints Handled by BBB

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

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

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

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BBB Complaint Process

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Additional Phone Numbers

  • (619) 299-2121(Phone)
  • (800) 533-8830(Phone)
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Additional Web Addresses

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Additional Email Addresses

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Complaint Detail(s)

8/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid for a 365. Day subscription in 2013, which they were reluctant to do. I received a detailed receipt for that via email and I saved it. They cut my subscription off early in July telling me it was not a full year subscription that I paid for. I paid / renewed for another "year", I emailed the service rep twice on July 18 and July 22 for a receipt. I received one in the mail, but it only contained the price and absolutely nothing else. I asked the rep to send me a detailed receipt on July 24 and to send it to me within a week. To date I have not received a detailed receipt. I filed a dispute with my credit card company and they were unable to get more than the same - a receipt with just the amount on it.

Desired Settlement: I would like a detailed receipt outlining that I paid for a ONE year subscription. That is EXACTLY how they explained this to me on the phone.

Business Response: we have revised the receipt for our customer and provided the details in the receipt has she requested.

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

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

Complaint: I have a home at **** ****** *** *** ***** ** *****. I also have another home in Palm Desert. Since I am not at my el cajon address all of the time I do not want business throwing thing on my drive way or property. The ut san diego throws an advertising supplement on my drive way on a regular basis. When these papers remain on my driveway and no one picks them up it tells everyone I am not home. That I am away. This includes people who might want to burglarize my house or do other criminal activities . I have called them many times. They have a record that I have asked them not to throw anything on my property but they ignore my request and continue to throw what they call ut san diego local community values. Which is just advertising. I want them to stop and I am hoping you can help.

Desired Settlement: I want the ut san diego not to throw or place anything on my property which includes the ut san diego local community values paper.

Business Response: We have confirmed with our 3rd party distributor that the ad products will no longer be delivered to Mr. ********* address. Secondly, our distributor will continue to monitor the location to ensure that the issue has been resolved. I spoke with Mr. ******* and he has stated that he has not received any of the Local Community Values. In addition I have provided Mr. ******* with my direct line should he need further assistance.

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

8/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a 68 year old single retired woman. I was approached by a young man in Von's on 02/20/14 selling subscriptions to the Union Tribune. I told him that I wasn't interested because my budget was very limited. He was very persistent and said he was selling the subscriptions to further his education. I again told him that I wasn't interested. He then offered to give me 2 Von's store credit cards worth $20 if I would take a subscription for just 8 weeks. I accepted thinking I was helping with his education. I told him repeatedly that I could not afford to go beyond the initial 8 weeks and he said it would not be a problem. It was late and I was tired and I trusted him to be honest with me. When I read the fine print on the form I signed I am still confused as to what it really means. I received a bill/notice stating that U-T San Diego attempted to charge my debit card for a second payment and it was declined. By this time, I had a new debit card. I made a copy of the notice, wrote a note stating that I did not wish to continue the subscription because I couldn't afford it and that I was moving and sent it to U-T San Diego. I assumed that the subscription had been stopped. I moved from that apartment on April 12 to another apartment in the same complex and checked to see if delivery had stopped. The apartment was vacant and I didn't see any papers by the front door. I checked again several times and never saw a paper. I didn't receive anymore notices until 07/22/14 when I received a final notice for $51.79. I have a real problem with U-T San Diego planting young men is Von's claiming that they are selling subscriptions to continue their education and targeting older retired single women.

Desired Settlement: Adjust the amount due to 0 and stop trying to collect.

Business Response: We regret the misrepresentation of our subscription offers by the sales rep. I have forwarded the details of this complaint to our Sales Manager and the vendor contracted to sell for us at Vons. They will address this type of behavior. It is not representative of how we request that our products and services be marketed to consumers. The balance on the account has been written off and is now zero.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

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

8/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: While at the Del Mar Fair, on June 20 2014, I ordered delivery of the newspaper. I told the salesperson that I previously ordered by phone, but he said this was a better deal. I offered my debit card and was charged $30 for service. I received a receipt....order #NZ*****. After 2 weekends no newspapers were delivered. This was also my experience with the previous phone order - no delivery. I called customer service and asked to cancel. I spoke to SERVERO on 6/29 and he said he would cancel service and arrange for a refund. I did not receive a refund or credit or any notices, so I sent an email to customer service on July 7. ****** * responded by email and said to call customer service. I called customer service, second time, on July 8. I spoke with ******. She apologized for the confusion and confirmed that a refund/credit was being processed. Still no credit received. I recently reviewed my bank statement, and now noticed TWO charges for Union Tribune. One on June 23 and a second on June 24 ?? So far, I have been double billed, for a total of $60....AND....never received a single newspaper.

Desired Settlement: I would like a refund for $60 as soon as possible. I would like an update from a manager on the status of this account. And add me to your DO NOT CALL list.

Business Response: Mr. ******** signed up with one of our 3rd party vendors at the Del Mar Fair. Since he was already a current subscriber his order was then returned to the vendor for refund. The 2nd charge was created in error. When an agent is in the field and runs a credit card it may not have been picked up or lost due to wifi issues. Both charges have been refunded $50.00 less the amount of the gift premium the customer was given at the point of sale. We have sent an additional gift card to the customer in the amount of $10.00 due to the inconvenience this has caused Mr. ********. I have spoke with the customer and he is satisfied with our resolution and has my direct contact information should he need it in the future.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Actions items have been completed and a representative has contacted me by phone.

Regards,

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

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

8/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have called Customer Service numerous times requesting that my paper be placed next to my garage door. My driveway has an incline to it and my elderly mother can not reach down and pick up the paper on an incline because she feels that she might fall over. If she does fall, she will not be able to get up on her own. Customer Service has promised that my request will be fulfilled each time I call and yet, the delivery man has placed it next to my garage door a total of two days. I am not sure why this is a difficult request as the delivery man we had prior had no problem with this placement.

Desired Settlement: I want my paper placed NEXT TO MY GARAGE DOOR. If the delivery person can not understand that then please find a new delivery person.

Business Response: The placement request complaint was escalated to our contractor for the area and he spoke with the carrier and did follow up service checks. The carrier had confused this address with another on his route. The error was identified and addressed and the service checks have shown the paper is now being left by the garage as requested. thank you for bringing this to our attention and for the opportunity to address the concerns.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

I do find it interesting that 7 or more calls could not "escalate" my concerns UNTIL I filed a BBB complaint. So far the paper has been placed as asked for the past 3 days. Hopefully this matter has been resolved and is ridiculous that it had to go this far.

Regards,

**** ******

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

7/19/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am tired of this company throwing newspapers in my front yard. Breaking my plants and littering the sidewalk gutters in my neighborhood. This is littering and is against the law. I have called and emailed for it to stop and it persists. I am tired of seeing these lay in the streets of some neighbors for week and months if I don't pick them up for them. This practice needs to stop and I am sure that it happens in your neighborhood to. They are of no value and from what I hear from my neighbors, nobody even reads or opens them. They go straight to the trash or recycle.

Desired Settlement: Stop throwing this crap in my neighborhood and San Diego. Your littering. Wasting trees and paper. Your ruining peoples gardens. It needs to stop

Business Response: In regards to the free distribution of the Local Community Values being delivered to the 2700 block of ******** St. We flag any and all calls requesting to stop delivery of this product. After researching our data base we show that we have not received any requests to discontinue the service to this area. In addition we were unsuccessful in locating any communication from Mr. ******. We have resolved this issue by flagging the 13 homes for non-delivery on the 2700 block of ******** St. Secondly, we have escalated this situation to the area manager for continued follow up and monitoring. I have spoken with Mr. ****** and have provided my direct line should he need further assistance.

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

7/19/2014 Problems with Product/Service | Complaint Details Unavailable
7/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a one year subscription to the San Diego Union Tribune (UT). I paid the subscription fee up front and decided that after the year ran out that I would let the subscription expire (5/11/2014). When the subscription ran out, the UT kept dropping papers off at the house. Last night the UT representative called the house and told me to pay up for the papers or they would send the amount owed to collection and ruin my credit. I told them that I didn’t want the paper and asked them why they would even deliver a paper to someone who let the subscription expire and not renew. I have had many other newspaper and magazine subscriptions over the past 30 years and when the subscriptions ran their course, the publishers stopped sending papers or magazines. I told the UT representative that their actions were inappropriate, unethical and threatening; also explained that there would be no money sent to them. Does the newspaper have any right to demand this payment?

Desired Settlement: I want them to leave me alone. I never signed a contract to have the paper delivered. I paid for a year subscription and that is all. I also want them to stop delivering the paper at the end of the subscribed time. They are still dropping it off at the house.

Business Response: Our records indicate that Mr. ****** has been a continual subscriber to the UT since April 2001 and was regularly making yearly payments during that time period. The last yearly payment was received in May 2013 and paid him to May 18, 2014. While researching this complaint we also discovered that a 2nd subscription was started at this address on May 1, 2014. We have confirmed with our distributor that 2 papers were being delivered to this address until June 17th when Mr. ****** made a call to our call center cancelling his subscription. The second subscription is still active at this time. Based on the particulars of this complaint it is apparent that Mr. ****** was not aware of our long standing ‘grace’ policy to continue delivering the newspaper for a limited time beyond the paid to date of an account. Therefore, we have written off the balance owed of $53.42 and notated the account. Since there is still an active subscriber at this address we want to make sure that the customer is aware of the grace policy going forward. The policy states: When signing up for a subscription, you agree to pay for the service, which is billed or charged in advance in periodic installments at the applicable subscription rate (the “Subscription Rate”), as well as any applicable activation fee, which is a one-time, nonrefundable charge associated with the commencement of subscription service. Although different payment options and packages may be available, please note that subscriptions are not for defined or specific terms; service will continue unless and until you notify us that you wish to terminate your subscription or we otherwise discontinue service for any reason. You will be billed and responsible for payment for service through the effective date of termination of your subscription. In addition, complete Subscriber Information and Policies may be found at: utsandiego.com/subscription-information-and-policies. The current subscription is currently paid until April 2015. A renewal notice will go out 28-days prior to the payment expire date next year. If the customer does not wish to continue the service at any time, they may contact us at 800.533.8830 to request it be stopped. Mr. ****** also indicated in his complaint that a UT Representative called his home and told him that "they would send the amount owed to collection and ruin his credit". We were able to pull the recording of the call but did not hear that particular statement although they did tell him that it would be referred to a collection agency. Since we do not report to any credit or collection agencies we believe the reps statement was misleading. We have provided feedback and additional training for the representative on how to better handle calls in which a customer disputes delivery beyond the paid-to date.

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

7/3/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am receiving an advertisement thrown into my driveway or yard from the Union Tribune and the Union Tribune Sunday's best. These are combined with unwanted and unsolicited advertisements, placed in a plastic bag or wrapped in a rubber band. I do not wish to receive these, I have not ordered these and do not want them littering my property. This unwanted service has a note at the top that states "If you no longer want to receive Sunday's Best package, including valuable coupons and offers, please call (877) 730-8231". I have tried to contact the phone number and it does not answer, only stays dead for a long period of time and then gives a busy signal.

Desired Settlement: The Union Tribune needs to immediately stop delivering this unwanted item onto my property and intentionally littering my driveway and lawn. Additionally, they need to provide a valid number so that myself and other may contact them to stop this service.

Business Response:

We appreciate the notification for this delivery issue. 

We have addressed the 3rd party distributor in this area and will continue to monitor the deliveries on and around this location.  A photo confirmation of non delivery will be provided to our management team to ensure that all requests are being met.

In addition I have contacted the residents and have provided my direct line should they have any concerns going forward.

Sincerely,

****

Consumer Response: We initially filed a complaint in May 2014 regarding the delivery of multiple UT products. We were unable to reach the UT on the phone numbers provided to request they stop delivering the products. I have since spoken with UT Customer service, the UT regional delivery manager, and the managers of both of the 3rd party contract delivery companies. This matter is not resolved. I continue to receive unwanted printed material from the UT to include the Union Tribune newspaper, the Local Community Value paper, the Enlace paper, and the Sunday's Best paper. More often than not the papers are old and dated May 9th and 10th from the dates we originally filed the complaint. The papers are also being delivered on days that are not "scheduled" delivery dates per the UT delivery managers. We have tried to work with the UT on this issue but feel that at this point someone in their organization is trying to harass and intimidate us. My husband is active duty Navy and is not home during the week. It appears to me that someone is going out of their way to harass me when I am home alone because they do not throw any of the papers when his vehicle is in the driveway. This is very unsettling because it feels like someone is invading my privacy and watching my home. This is bordering on a health and a legal issue because I am not comfortable with a stranger watching my home in this manner.
 
More than anything we want this nonsense to stop. We have spoken with the UT and basically they cannot identify who the culprit is that is doing this. It obviously is someone that has access to their warehouse because we continue to get "old" newspapers thrown under my car for all of the products mentioned above and according to the distributors they do not have access to each others product. We had 2 managers from each of the distributors parked out by our home last Friday, June 13, 2014, to see if they could spot anything suspicious and suddenly no papers arrived. Then Monday, June 16, 2014, another Union Tribune newspaper dated May 10, 2014 was in my drive. We now have to go through the expense and hassle of installing a security camera on the front of our home so that we can figure out who is doing this. I understand that this is "odd" because it doesn't make sense that someone would go out of their way to harass someone over something so minor as a BBB complaint. However this has escalated.

Business Response: We have taken Mrs. *****’s complaint very seriously and have contributed personnel and equipment to assist her in her efforts to identify the person who is placing these various publications on her property. One of our Division Managers has met with her on several occasions and personally set up a company camera to monitor her property. In spite of these efforts we have not been able to identify a culprit. Given the circumstances and timing of the deliveries we feel it is very unlikely to be one of our independent contractors or carriers. At this point, we recommend that if the incidents continue and if Mrs. ***** feels harassed or threatened that she should contact the police department or her local authorities.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.  We will continue to monitor this situation and the district manager at the Union Tribune has assured me that he will attempt to help identify the culprit if the the deliveries begin again suddenly and our home security system is able to capture footage.  I appreciate the efforts made on behalf of the UT staff and their distributors regarding this matter and I would like to thank them for attempting to stop this harrassment.  We consider this matter resolved at this time but will contact you again in the future if necessary.

Regards,

**** *****

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

6/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: UTSD contacted me in January by mail about a balance due for a delivery subscription . I emailed their customer service department and explained that I ordered online and payed by credit card. I received an email apologizing and stating the issue had been corrected. This is the second time this has happened after buying a subscription online from them and paying in full at time of purchase by credit card. It is now May and the company customer service has replied to my original email about the billing error. The email stated my account had been in suspension and I still owe a balance.

Desired Settlement: I would like Union Tribune San Diego to correct the errors they have made. 1. Change my account to reflect no amount due 2. A letter confirming the correction 3. A letter of apology

Business Response:

After speaking with Ms.***** she sent me a copy of the email trail that prompted the complaint.  After researching the issue and sent date of the email, it appears that the email was sent with the time stamp of January 20, 2014.  Which means that the email was possibly hung up in the email server either on our end or the customer's email provider. 

The balance on her account had been taken care of on February 15, 2014 as request from the customer and is at a zero balance.

I have attempted to make additional contact with the customer on 3 separate occasions and have left my direct line for return call. I will also send a letter of confirmation to her.

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

6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have asked for their company to stop leaving "local values" every week in my yard for over one year. Nothing has been done. I travel frequently. When I return, there are piles of these papers on my lawn.

Desired Settlement: Stop littering my yard every Friday. If I am robbed due to accumulated "Local Values" litter in my yard while traveling with the US Navy, I hold Union Tribune accountable.

Business Response:

We have contacted our 3rd party distributor and our area manager to assist in resolving the delivery issue that the resident is experiencing. The carrier will provide photo documentation of the non delivery to the manager once the route has been completed. In addition a field verifier will monitor the home for several weeks to ensure the issue has been resolved.

I have provided my direct line to the resident for contact should they need further assistance.

Sincerely,

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

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

6/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We cancelled one subscription and started another on 1/23/2014 at the merchant's booth at an employee fair. The merchant failed to stop the credit card charges for the original subscription, and has charged $60.60 to date on our Chase credit card.

Desired Settlement: Refund of the total amount of unauthorized credit card charges $60.60.

Business Response:

In response to complaint ********

We have stopped all charges coming from the 1st account that was created at this address.  In addition we have processed a refund back to that card in the amount of $68.74 back to the card from which the charges were coming from.

I have attempted to contact the customer and left my direct line for any questions or concerns.

Sincerely,

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

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

5/29/2014 Delivery Issues | Complaint Details Unavailable
5/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company keeps leaving their advertising paper on my driveway despite many many phone calls to them to stop and assurances by the company that each week it will stop. This is a danger to my safety and security because I live alone and when I am out of town it signals that I am not there and there is no one in the house.

Desired Settlement: Stop delivering the advertising paper to my driveway.

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

4/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have requested multiple times since March 6, 2014 for this subscription to be cancelled. They say the do, but they dont. Contact them again, same thing. Over and over!! Now I am being billed for a paper ! cancelled weeks ago. emails: **** **** ********@*****.comMar 6 (11 days ago)**** **** to UTSD_CSIt can be stopped today or tomorrow. Thank you. **** ****

Desired Settlement: I would like the subscription to be stopped and a refund for my hassle of dealing with this company. Its been absurd. I have a husband underway with 5 kids, I dont have time to go back and forth with people who are not doing their job. I can provide all the emails sent to request this cancellation, I have them all. I copied what I could above, but I can send another email to a different account if need be so you can see my multiple attempts to get them to stop this subscription. Thank you

Business Response:

On March 3, 2014 our office received a request to start delivery for the customer from our 3rd party soliciting company.  The subscription was entered into our data base for a start date of March 6, 2014. 

On March 10th one of our customer service representatives responded to the customer in attempts to save the customer from cancelling.  Since the customer started by a soliciting company we make a conscious effort to keep the customer from cancelling by finding out why the customer wishes to stop their service and if there is anything we can do as a company to ensure they are receiving good service.  March 17th the subscription was stopped permanently. We do apologize that it took a couple of weeks to process the stop completely . We pay the 3rd party soliciting company a commission for each order turned in.  In the event a customer wishes to stop their subscription we make every attempted to save that customer.

We spoke to the customer this morning on March 19, 2014 to confirm that as of March 18, 2014 she has not received delivery.  We discussed the process in which the customer signed up and agreed that since the customer received a gift premium of $25.00 and chose to discontinue service prior to the agreed 26 weeks of service that is stated on the order form, we are closing the issue as requested and no refund will be processed.

Attached you will find a copy of the customer's signed order form.

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

3/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have repeatedly and for years requested only that these incompetent ****** not litter on my driveway. I don't want any of their stupid papers. This begs the question as to how they can be trusted with any facts, since they are not able to adequately process the most simple fact; "My driveway is mine, I don't want their papers on it". How can these ****** be trusted to fact check anything when they can't remember something a 5 year-old can? Also what does it say about a company's integrity or even competence when they completely failed to respect my personal property rights for years. What kind of narcissistic and/or slow-witted individual in charge of the company can't simply not deliver something they've repeatedly been told I don't want?

Desired Settlement: Stop littering on my driveway - FOREVER. I'm tired of contracting these idiots repeatedly about it. FOREVER means until past the time when the SUN burns out.

Business Response:

This issue has been forwarded to our distribution manager for a resolution.  They have provided a photo confirmation that as of 3/14 there has not been another delivery of our ad products to this address.  Please see attached.

In addition the distributor will continue to monitor the location and the carrier to ensure that the issue is resolved.

Consumer Response: Better Business Bureau:

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

I need my driveway to remain free of ALL their products (past, present, and future), not just AD products.

Regards,

******* ***


Business Response:

I recently spoke with the customer about his concerns.  I have taken the steps to alert all of the circulation managers about his concerns.  We will ensure that there are NO UT products delivered to this address and will continue to monitor the area.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

 

******* ***

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

3/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing concerning a Bait and Switch scheme by the UT representative that sold me an introductory offer at Vons on 10/4/2013. I was lead to believe that the first 4 weeks were $3.96 (offer green sheet on file indicating 99c per week) and that the next 8 or 16 weeks were $20.42 (offer green sheet on file, that I prepaid on a credit card- terms are ambiguous) and thereafter, the next payment due would be $13.96 for the next 8 or 16 weeks (offer green sheet on file - terms are ambiguous). Now the UT is sending final invoice notices of $43.70 due for balances owed, for a paper that I did not want after the initial 16 week commitment, that was prepaid, which I explicitly informed the UT rep of at the time of purchase. According to my calculations, the 16 week term was from 10/4/13 through 2/4/14 and nothing is due. However, I did not receive a paper the week of 10/4. I am requesting an accurate invoice showing $0 due and requesting that UT stop the Bait and Switch schemes with ambiguous terms on offers.

Desired Settlement: I am requesting an accurate invoice showing $0 due and requesting that UT stop the Bait and Switch schemes with ambiguous terms on offers.

Business Response:

The subscription was sold on Friday October 4th and turned in for processing on Monday October 7th. . The customer signed up for Sunday only delivery so the start date was started for the first available Sunday, October 13, 2013.

Attached you will find a copy of the signed order for a minimum subscription period of 16 weeks.  Our sales team offers a Sunday only discount of 8 -weeks for $17.92 + a one time $2.50 non refundable activation fee, that includes enrollment in an ongoing auto-debit payment. This requires an upfront payment for the initial 8-week and all future payments are automatically deducted at the 4-week Sunday only rate of $13.96 + tax. Our research indicates other than the initial 8-week payment of $20.42 ($17.92+$2.50 fee)  we were unable to successfully obtain any subsequent payments for the duration of the subscription. Therefore,  there is a minimum balance still owed of $27.98 for the initial 16-week commitment. The customer received a $10.00 gift premium as part of this minimum commitment.

The additional charges were for delivery after the 16-weeks of service. Although, based on the customer's complaint he does not seem to be aware of the terms of his order -  the receipt he references states that "after the initial 16-weeks your subscription will continue, and you will continue to be charged, unless and until you contact U-T San Diego at 1-800-522-8830 to discontinue service".  In addition to the receipt,  this information can also be found in our " Subscription Information and Policies" which states:  "Your subscription will automatically continue after the promotional or introductory rate period at the then-applicable Subscription Rate for your service".   In light of the fact the customer did not understand the terms of the agreement we have revised his bill to only include the 2 $13.99 debits for a total of $27.98 and have written off the remaining balance. We will mail him a revised bill.

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

3/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Numerous phone calls to inform business that newspaper was being delivered to my address rather than the correct customer's address. This problem has been on-going for close to 2 years. I have requested to speak with supervisors but have been told "there are numerous supervisors". No phone number given to contact an employee who would correct the problem. Phone numbers for complaints go to a phone bank service. Only after repeated contacts was I given another phone number. Again, I was repeatedly assured that the delivery of the newspaper to my home would cease. I have stressed that this has become a safety and security issue as the newspaper sits in my driveway if I am not home. The newspaper subscription is for my elderly housebound neighbor. A family member is responsible for collecting the newspaper off my driveway and/or I hand deliver it. My last complaint call was February 13, 2014. I was told that my complaint would be "expedited" and the proper person would be contacted. I was also told that an aerial view of the properties would be taken. There are clear address numbers, obvious different driveways, and easy access to the proper subscriber's property. Again, this is an on-going problem (close to 2 years). In speaking with the family member of my neighbor, he stated that he has also called the Union Tribune to have the paper delivered to the proper address.

Desired Settlement: Stop delivering the Union Tribune to my home.

Business Response:

This matter was escalated to our Division Manager for this area to research and resolve. The solution is to deliver the paper on the far right side of the driveways, near the "Go Solar" sign as requested by our subscriber. We talked to them this morning and they indicated that the paper is now being thrown to their satisfaction and has been since 2/14 when the issue was escalated.

We have attached a photo of the property with the Go Solar sign.

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

2/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 20 January, the SD Union-Tribune has imposed an increase in the cost of their daily newspaper by more than double to accommodate an insert for "Health & Fitness". I have been a subscriber for over 35 years, and I object to the "more than double" increase for this minor and generally useless insert, consisting mostly of advertising. I contacted SDUT and requested to opt out of this surcharge. I was informed that I only have the option to either pay the surcharge as imposed, or cancel the newspaper for that day. Those are not acceptable options. I just want to receive the daily newspaper (without the insert) and not have to pay for the excessive surcharge.

Desired Settlement: I just want to receive the daily newspaper (without the insert) and not have to pay for the "more than double" surcharge for their worthless "Health & Fitness" insert.

Business Response:

We contacted the customer directly and addressed his concerns regarding the recent premium content day. He has been opted out of future premium days and was also provided credit on his account.

We clarified the way premium days work and cleared up the miscommunication that if a customer opts out of premium days they will not receive the regular newspaper. This information is incorrect. The opt-out is only for the additional content.

 

Consumer Response: Better Business Bureau:

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

As for myself, the misinformation that I was provided by the UT Supervisor when I first called them has been corrected.  However, the fact remains that the UT is increasing the cost of their daily newspaper by more than double on "premium" days, and the "premium" consists of only a small insert (the size of the Sunday Parade insert) consisting of mostly advertising content.  For this small "premium" insert, the daily cost is more than doubled.  I find this appalling in itself.  As I said, I have now been opted out of this gouging practice, but the rest of their customers remain at risk.  I only found out about this "premium" cost increase by reading the fine print in an email from UT.  I would expect that an upstanding and forthright member business of the BBB would notify their customer base with abundant bold and explicit notice, not just some fine print at the bottom of an email.  I consider such business practice totally unethical, underhanded,  and unsatisfactory.

Regards,

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



Business Response:

Our Premium Day program is a recently introduced component of our subscription and, as with many changes we have made along the way, we know that some period of time is typically required for our customers to adjust. We provide information regarding Premium Days via multiple channels (in paper daily, new start forms, easypay debit notices and on our bills).  We also strive to make sure that changes we make serve our customers’ and our business needs, and we regularly evaluate new initiatives and programs and make modifications along the way.  As part of that process, the customer will be pleased to know that the January 20 premium content day was reclassified as a Bonus Day and was therefore included at no cost as part of every subscription.  We value our customers’ feedback and will continue to work with our News and Advertising divisions to ensure that we can cost effectively provide premium content and valuable savings to our customers in connection with their subscription.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

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

1/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with a vendor, probably third party, in the Vons store on Camino Ruiz, in Mira Mesa, for Union Tribune to send me he paper on Fridays, Saturdays, and Sundays. I signed up for 2 months and then I would be automatically charged monthly for the service. I was not told that I would be charged in 28 day cycles nor was I informed before signing an agreement, that I would be shorted days in certain months due to PREMIUM days that I did not sign up for! So I noticed that the days they were charging my bank were different some were 28 days apart and some were 21-23 days apart. I have had this service since March 2013 and went back starting then and realized because of these PREMIUM days I was charged for an extra months worth of papers... I told the guy that I signed up with that I ONLY wanted FRIDAYS, SATURDAYS, AND SUNDAYS. He never informed me that I would get these PREMIUM days unless I opted out. Nor did I even know there were such things as PREMIUM days. These PREMIUM days usually fell on days other than those I signed up for! On their website it says PREMIUM days are new years, Christmas, Thanksgiving, Independence day. I was told that I was charge for Thanksgiving, Memorial day, Labor Day and Christmas, but yet not for New years or independence day like in their policies.. So they get to pick and choose which ones they are going to charge extra for!!! That's not right and that's not O.K. with me. I was charged 21 days apart, instead of 28 days apart, in September Due to Labor day, and charged 21 days apart in May-June due to memorial day. Yet they mention PREMIUM days in their policies online, but not directly under subscription services where it tells you how and what your signing up for.. It is instead all the way down in #8 section G(additional info on subscriptions. Then I was told it is in every paper on a corner on page A-2 of the paper, Which I would have never known if I hadn't called to inquire about the unusual way they are charging me... But all they could say was it was in your contract that you signed and the few other inconspicuous places they put it to keep from being liable. I think this is all deceitful practices just to be able to take extra money out every year. That is one whole month extra a year that I was charged, and if I had had it the entire year of 2013 it would have probably been more! I called UT paper on 01/10/2014 and tried to get somewhere with this, but was hung up on the first time I called, then I called back and spoke with someone whose name sounded like Ang, but not sure tried to get somewhere with her, she filed complaint to next level about the sales person I dealt with when I signed up, but couldn't do anything really for me, and then she ended up hanging up on me too!

Desired Settlement: I want them to refund me that extra month i was charged for $17.98. What I would really like would be to refund me down to the original price I was paying. I started out paying $21.92/2 months(8weeks) then after that it jumped up to $17.98 for 4weeks. That is outrageous, especially if they can give it to me for less than that for 8 weeks! come on really. I should have been paying $21.92 every 8 weeks instead of $17.998 every 4 weeks! so what i would like is the refund of the difference between what I was charged and what I should have been paying all along.. Was charged a total of $201.72, if I was charged the $21.92 every 8 weeks It would have been $131.92 So I would like the difference of $69.80 back. Then maybe I will consider using their paper service again but I will make specific choices and opt out of other choices! I would also like them to change that policy and make it so you have to OPT IN for PREMIUM instead of just charging them without true informed consent! Not to mention I will tell everyone I know to stop subscribing or make sure they call them every so often to get a better price. I shouldn't have to call to get a better special price! it should just be offered and not just for 2 months!

Business Response:

In reviewing the complaint and looking at the order form that was signed by the consumer it is clear there was a misunderstading of the terms of the offer. We have attached a copy of the order form that indicates the promotional offer was 99-cents for the first 4-weeks and all additional weeks would be at $4.49 (which is also still a discount) as it includes unlimited access to all of our digital products. The billing cycle is also stated on the form as every 4-weeks with a  16-week minimum committment so we are not sure why the 28-week billing cycle was a surprise. It should have been explained at the point of sale prior to the customer signing the form. Based on the complaint it must not have bben done and we have provided feedback to our sales manager.

Since there is not a way to verify how the sales person presented the offer to Ms. ************ we will refund her the difference in the initial 8-week charge versus the ongoing 4-week charges as requested. A refund check for $70.20 will be processed this week.  We would like to clarify that the  99-cents per week is only for the first 4-week period and is not intended to carry beyond that period because at  $2.74 per week for home delivery and digital access we actually would operate at a loss. We regret any confusion or misunderstanding that may have occurred at the point of sale regarding both the terms of the offer and the billing frequency.

We appreciate Ms. ************'s feedback regarding our Premium Days. We currently do not have any other customers requesting we make a change to an opt-in process but will continue to review suggestions and feedback in the future to improve the communication and process around Premium Content Days as warranted.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, I also would like to point out that I canceled my subscription and was paid up til Feb. 2014, and have yet to receive a refund for the remaining portion of my subscription, and since I am not receiving papers I should be getting a refund!! But over all I find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

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

1/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Thursday, 1/9/2014 I contacted UT San Diego Customer Service to initially end my subscription because I needed to reduce my monthly expenses. I spoke with Lisa, who after looking in to my account came back and offered to reduce my subscription rate from $20.01 to $10.35 per month for Thur. - Sun. delivery. Over the past 35 days I have been charged the following amounts regarding my subscription: 12/5/2013 - $20.01; 12/25/2013 - $20.01 and now on 1/9/2014 - $10.35. When I discovered the $10.35 charge to my account om 1/10/2014 I recontacted Customer Service and spoke with Larry. He indicated that because of "bonus issues" of the paper my subscription was not paid up to date and that is why the $10.35 charge was made. I told him that I no longer wanted to subscribe to the paper because of managements unethical way of charging customers. This is not the first time that I have had an issue with UT San Diego regarding subscription charges. I requested a refund for the $10.35 charge and to cancel my subscription. In the past I have had problems getting refunds towards my account from UT San Diego.

Desired Settlement: Why I have been charged over $50.00 in the past 35 days for a subscription that was initially $20.01 a month and then reduced to $10.35 per month, they can't give me an adequate reason. I believe that I should be issued a refund for the $10.34 charged against my account on 1/9/2014 and an explanation and refund for all or part of the $20.01 charged against my account on 12/5/2013 and 12/25/2013.

Business Response:

We refunded both the $10.34 charge and the balance of $21.18 back to Mr. *****'s visa card that we had on file. There were two refunds and they were both processed early last week.

There were two contributing factors to the multiple debits that occurred. The first was the impact of the charge for premium content for the Thanksgiving paper and the Christmas Day paper. The second factor was related to a timing issue with the billing change to move him to a lower rate. Both situations are outlined below.

12/03 Auto Debit 20.01 for the period of 12/8 - 1/5

12/06 Adjustment for Thanksgiving moved the 1/5 date back to 12/29

12/24 Auto Debit 20.01 for the period of 12/29 - 1/26

01/06 Adjustment for Christmas moved the 1/26 to 1/19

01/10 Rate Change to lower rate from 20.01 to 10.34 for Bundled subscription (print + all digital access). Due to the fact the subscription includes digital access and is a 'bundled' rate the system has to transfer the funds off the account and then transfer them back on at the new rate. In Mr. *****'s situation there was a timing issue where an auto-debit job ran at exactly the same time that the funds were transferred out - and before they came back in. So the system saw the account as being without funds and processed the 10.34 debit. Once the transfer-in occured it moved the paid-to date out to 03/09/14 as a result of the new debit and the lower rate.

As mentioned at the beginning, we have now refunded back both the 10.34 as well as all remaining funds. If Mr. ***** had continued his subscription at the lower rate he would have the option to opt-out of any one or all of the Premium Content days. He would still receive the newspaper but would not receive the additional content or ads related to it and would not see any impact to his paid-to date or any additional fees.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

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

12/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm really glad that I stopped my subscription with UT San Diego because now I see that not only was the delivery service awful but the customer service is horrendous. I requested a refund after not receiving my newspaper for over one week and was told that it could take up to three weeks to process. That was at the beginning of November. I had to call a couple more times and send an email before receiving a response on November 14th that I needed to give it another three weeks to process. On December 14th I sent an email that I had not yet received my refund and did not receive a response. Today I called and a representative told me that she "saw in the system" that the refund was just processed today and that a check is being mailed to me. She said to give it another 7 to 10 days. This is incredulous! A simple transaction that could have easily been taken care of in a few business days has taken almost two months!! To add insult to injury the refund is not being given by the same tender used for purchasing the subscription, it is being sent by a check. This is very distasteful and disappointing. I expected professionalism but it is not what I received.

Desired Settlement: I want my refund in the same form of tender that I provided not a check. I have already waited so long. I have been verbally told three times by three different representatives that I would receive a refund. I don't believe that I will EVER get this refund as it has been verbally promised but not honored.

Business Response:

We contacted Ms ****** directly to advise her that her refund check had been processed and was being mailed out on Friday the 20th. We also explained to her that her payment was taken by credit card at the point of sale by one of our 3rd party vendors. The vendor submits the various payments to us via one check and therefore the refund is processed as tendered to us. In the event a customer requests a credit card refund we must contact the vendor and they will issue the refund back to the card. We provided Ms. ****** this option when we contacted her but she agreed to a check if it was to be mailed immediately.

We regret the inconvenience to the consumer as this particular request took longer than our normal process which is 'up to 21-days'. Since this order came in via a solicitor and involved a complaint of non-delivery our policy is to research the complaint in an effort to resolve and save the customer. ThIs can take up to 2-weeks and was a contributing factor with this account. 

Ms. ****** expressed to us that she felt the delays were not customer friendly. We are taking her feedback and suggestions under consideration to look for ways to expedite the research process as well as improve the refund process.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  I would like to add that this company made no attempt to retain my business as a customer.  As a first-time subscriber to the newspaper, I expected a greater deal of professionalism and a stronger attitude towards keeping me as an ongoing customer for years to come, but that did not happen.  Although the resolution might be satisfactory to me, I am confident that if this business continues in this same manner that this will not be the only complaint that you receive.

Regards,

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

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

11/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My subscription for this publication ended on 10/11/2013. I received two phone calls asking me if I wanted to renew my subscription and both times I told them no. they continue to deliver the Sunday Paper and then sent me a bill. I went to the website they listed on the bill and send a email telling them that I had no interest in renewing the paper, as I had previously told them twice and that I had no intention of paying the amount they claimed I owed. Never received a reply. Today I receive the paper again.

Desired Settlement: Just want them to stop delivery and stop asking me to pay for services that were terminated on 10/11/2013

Business Response:

 

It is our policy to side with the customer when we are unable to verify the request and therefore we have stopped her subscription effective tomorrow's date and the balance written off as requested. We are sorry that the original request was not processed a few weeks ago as the customer had expected.

We did research the call and email history to determine why the communication break down occurred so that we could address it however we were unable to locate any live calls. Our outbound Retention Call Center logs indicate they called the customer twice on Sept. 19 and Oct. 9 but did not reach a live person and left messages on an answering machine. Our inbound Customer Service Call Center does not show a call from the phone number we have on file for this customer. The only email contact they have recorded was received yesterday, the same day the BBB complaint was filed. That email is still within the 24-hour response window service level. Based on our findings we are unable to determine where the breakdown occurred but as stated we defer to the customer in these situations and have stopped the account and written off the balance.

 

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

10/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a deal from the U-T San Diego Deal website. The deal was for a two night stay at a hotel. I purchased the deal and followed the instructions to book. Unfortunately, the contact "business" that the deal was with only had an e-mail to contact them through. I e-mailed them my request for the hotel stay. I received a nondescript auto reply that they were out of office. Over a week later I was contacted by the business and was told I could not book the hotel until it was 30 days from my visit. "Must be made 30 days in advance" to me means 30 days or before not "within" 30 days. Furthermore, the company sent me an e-mail requesting my checking information for the additional taxes and fees. I was beginning to feel that this was not a very legitimate company and since I will be traveling with small children, I could not risk waiting that close to our travel dates in hopes that a hotel would still be available. I asked for a refund for the deal I purchased through U-T via e-mail. They refused to give me my money back stating a 5 day return policy and only offering me a credit. My voucher for the deal stated that the voucher was good "until redeemed or refunded" and there was no mention of a 5 day rule. When I mentioned this to them, they sited a policy on their website. I was unable to find this policy until I did a search for it. However, the policy that is readily easy to find on their website states the following, "SOSD will refund the purchase price of the Voucher in either U.S. Dollars or credit for purchases of future Vouchers from THE DAILY DEAL WEBSITE, assuming such refund is required by applicable law." with no mention of a 5 day rule. Their policies are obviously conflicting. I asked them to refund the money as I would not have been able to know about the poor practices of the vendor because they did not even respond to me within their 5 day window. They refused again. Next, I looked on their website to see if there was something I could use this credit for. I found that they were selling a massage deal on 10/10/2013 that stated in the fine print that it had to be redeemed by 4/13/2013 to get the full value. Why sell something to someone that they could not use? It seems like very bad practice and trickery. Needless to say, I do not trust the U-T business and want my money returned. I have given them ample opportunities to rectify the situation and do the right thing but they refuse.

Desired Settlement: I would like a full refund to my credit card of the deal I purchased in the amount of $98.

Business Response:

Our Daily Deal Manager researched this complaint and the offer and found that the deal was  marked that the customer has to give 30-days notice not 'within 30-days' and it also stated that there would be additional charges due prior to making a reservation.

 However, we understand the customer's concerns and have processed a refund as requested. It may take up to 10-business days for the refund to appear back on the card.

 

 

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

10/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid for a 12 month subscription for the U-T San Diego in advance. The time frame of the contract was up in September. I was unaware of the date the contract expired and the UT continued to deliver papers. I received a Final Notice in the mail stating that I owed $30.68. I called the UT and they informed me that since I did not call and cancel I would be charged for the papers that had been deliverd after the contract had expired. I did not ask for this extra service. I expected no more or less that a one year subscription. When I objected to the extra charges the "customer service rep." said the matter would go to colletions and would show up on my credit reports. After reviewing previous complaints with the BBB, there were over fifty regarding over charging and not refunding unauthorized charges. I feel there is a definite pattern of over charging. I can only speculate that because of lower subscription rates due to on-line readers they are trying to create a new revenue stream. I can imagine that many people would not go though the trouble to complain and pay what was asked. Normal procedure for a subscription would be to send a notice that your subscription would lapse in 30 days, if you do not send a payment you will be cancelled.

Desired Settlement: I would like this charge taken off of my account and no further action taken.

Business Response:

 

Our subscription history for this paricular account indicates the most recent subscription in question had been on-going for at least 3-years. It was started in July 2010 and the first payment was made in August 2010. A payment reminder was sent out in June 2011 and paid in July 2011, the next payment reminder was mailed out in June 2012 and paid in June 2012. All payments were made for a 52-week period. In 2013 we sent out 2 reminders - on June 3rd and again on June 24th. We would have also attempted an email and phone payment reminder notification. Since a payment was not received the account did go into the grace period and delivery stopped due to non-payment on Sept 14th. A final bill was mailed out Sept. 19th. Although we feel we made numerous attempts to communicate the subscription terms and grace period we have written off the balance as requested and notated the account as to the reason. 

 

For clarification purposes, the practice of continuing delivery in a grace period is a long standing practice in the newspaper industry and is not a recent occurance or practice. If a subscriber has not requested a permanent stop and in order to avoid unintended breaks in service, we will continue delivery for a period of time pending payment. We communicate this policy by providing the following notice on our start forms, bills and in our Terms and Conditions: "Service will continue and you will be billed, unless and until you notify us that you wish to discontinue or terminate your subscription."  In addition, we have a long standing practice of reviewing any grace disputes and working to resolve the issue with the customer to their satisfaction. The normal procedure would be to explain the grace period and if warranted to write off the balance. We regret that the customer service agent was not able to more effectively explain the charges  and implied the balance would possibly be turned over to a collection agency. We do not report subscriber billing information to any credit bureaus and a customer's credit status would not be affected. We will review the call and provide necessary feedback and coaching to the customer service agent involved.

 

Thank you for bringing this matter to our attention.

 

 

 

 

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

10/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The UT website has a list of options for paying. One example is: 4 weeks for $22.xx. However, the billing is for 3 weeks and a few days. This has continued for months so I called to ask an explanation. I was told that each week the newspaper adds extra content and bills extra for it. I said that I just wanted the 4 weeks for the amount stated on the web site billing and that I did not want the unspecified "extra". I was told that the extra is required. So I asked why the website wasn't altered to reflect the real price (the real price is never the stated price, always more). I asked if I paid for one year ($30x.xx), would I get one year. The answer: "no", I would get less than a year depending upon how much "extra" they added. I said that this billing page is not correct, yet it is this page that is my "contract". Well, somewhere in the fine print, they call out that they will randomly add extra charges to your bill by the process of reducing how long a subscription that you have paid. They know in advance how much the time will be as the new date is stated on my payment.

Desired Settlement: I would like the UT Newspaper to be correct on their billing page. For example: I am really paying $25 per 4 weeks, or that I am paying $22.xx for 3 weeks and 3 days. II want the newspaper to stop hiding the real price and put it on the line where I am paying. Right now I don't know what the newspaper really cost for a year. Thus budgeting is impossible. I would like the UT to get a negative rating from BBB until they fix this.

Business Response:

Thank you for forwarding Ms. *******’s complaint and for the opportunity to respond to her concerns regarding what we understand to be her Mother’s (****** *******) account for which she handles the payments. 

 

Based on Ms. *******’s feedback that she was not aware of the Premium Days, we have extended her Mother’s subscription service by crediting her account with the applicable Sunday rate for the 2013 Premium Days that have occurred to date.  Also, the final two special editions of the paper for 2013 will be included with her ongoing subscription service and covered by the most recent payment.

 

For purposes of clarification, we note that there are actually five (5) Premium Days scheduled for 2013, of which there have been three (3) to date, and that the application of a subscriber’s Sunday rate for these special editions is not a weekly occurrence but is much more infrequent.  The information regarding Premium Days is published on subscriber bills, new start forms, and on page A-2 of the daily newspaper, but Ms. ******* is correct that it is not on the online payment form on the system used by Ms. ******* to pay her Mother’s subscription bill.  Although the information is available in the bills directing subscribers to the online payment option, we agree that it also makes sense to include it on the online payment page itself and we are currently working with our IT Department to implement that enhancement.  For some further context, please note that we process a very small percentage (less than .05%) of payments through the online payment system used by Ms. *******.  We appreciate Ms. ******* alerting us to an opportunity to improve our customer communications at a touch point that might otherwise get less attention.

 

With regard to Ms. *******’s suggestion that the precise impact of Premium Days on “paid to” dates be provided at the time of payment, for a number of reasons this is unfortunately not presently an option.  Putting aside the technical requirements that would be associated with the dynamic pricing features that would be required, there is no way to know whether a particular subscriber’s service will  be active at the time of a Premium Day because of temporary stops, nor can we be certain how many Premium Days will occur while a payment is being applied to the cost of subscription service.  Nevertheless, as part of our continuous goal of improving the customer experience, we do plan to implement an opt-out feature for all future Premium Days so that, if for any reason a subscriber does not wish to receive these special editions of the paper, they can elect to exclude them from their subscription service.

 

Again, thank you for forwarding the subject complaint and for the opportunity to address it.

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

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

Complaint: continues to all me when I am on DO NOT CALL list. Attempts to get me to try product and tehn witches to subscription later. I DO NOT want a local newspaper

Desired Settlement: STOP CONTACTING ME

Business Response: We have placed this customer's phone number on our do not call list. In addition we have contacted our 3rd party outbound calling vendors to take the phone number provided off their call file. Please allow 24 hrs for this to take effect.

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

10/7/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 3 times in the last 2 years I have recieved bills with different dates for the same "time" period, however I can only document 2 of those times. the most recent I will describe in detail now: *Please note that when you recieve a bill in the mail it is not marked by the Post Office in any way (I have an envelope to show that if need be) It only says Presorted Standard US Postage Paid Zip Code ***** Permit No ****. 1.Recieved bill approxitmatley 3rd week of May bill due (effective date) 6/19/2013. Paid bill 6/17/13 at $18.05 mailed directly from *** ****** CA post office same date. 2.Recieved bill approxitmatley 6/25/13 or 6/26/13 bill due (EFFECTIVE DATE 6/16/2013!!!) Since I have had this happen 2 other times I called them spoke to an ****** transfered to ***** a resolution specialist. He could not explain why dates are changed and I would recieve a bill dated earlier than the original bill I had recieved. I explained that the bills NEED TO SAY DUPLICATE OR SOMETHING and that it is not right to change the dates on their end and resend them, I think I overpaid in February of 2013, but when I spoke to a person then she said I was paid up until 4/24/13. But then I rec'd another bill in March and I forgot what she had told me and paid it also. 3. This also happened in November of 2012, and I spoke to a ******* with the same problem happening of getting a bill dated 11/20/12 that I had already paid and she said to disregard because it was sent in error due to the North County Times being purchased bu the UT. It said my account was past due!!! 4. When I called them this last time on 6/26/13 I was told by ***** that I would be contacted in 2 days by a supervisor for a better explanation or help since there was nothing he could do. 5. I was never contacted and today is 7/3/13.

Desired Settlement: The UT accounting dept should not be able to change billing dates to whatever they want. If more than one bill is mailed under the explanation of something being past due (in my case not applicable) then those bills need to say DUPLICATE OR PAST DUE OR SOMETHING, otherwise I wonder how many others are just paying like me w/o keeping track of or remembering hey I just paid this!!

Business Response:

The origianl complaint was routed to a different department and was responded to from that department.  We spoke to the customer on July 26th, 2013. Since we are not able to change our renewal notices as the customer has requested , the customer chose to cancel her service. She recently spoke with a member at our call center and a refund for her available balance was tagged for processing.

 

thank you

Consumer Response: Better Business Bureau:

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


Regards,

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



I spoke with them yesterday 9-4-13 which was the 3rd time requesting my refund, each of the other two times what they promised they did not do.  They held my refund for two months.  Also not changing their billing is not the whole truth the company sends out at least 3 notices a month and changes the billing date on all of them and does not let you know that this is a second request etc.  They are unwilling to put the words second request third request etc on the bills.  Also **** said the billing company was not connected to the office by computer to show posted payments and that there was a delay in them knowing payment had been made, this is all ways of commiting fraud and using other peoples money to keep thier Accounts Receivable showing larger than an audit would prove, they should be careful it will catch up with them sooner or later, maybe Turko Files should be contacted.

Business Response:

The refund for Mrs. **** was not held back - the delay was a result of two factors. One, it was not a request in the original complaint filed. As well as the fact that there was a significant delay in contacting her because her original complaint on July 3rd was routed to the wrong department. Our Circulation team was not made aware of this complaint until the 26th of July. We contacted the customer at that point to attempt to address her concerns about our billing cycle and invoicing system. Although we were unable to resolve her concerns and she requested a stop that was processed for July 28th - she did not request a refund at that time either. The first we were aware of her request to receive a refund for her entire prior payment was Sept. 5th via the BBB rejection letter. The full refund request was entered at that time and processed Sept. 9th.

In response to her continued concerns about our billing cycles and notification we could not remain in business if our efforts we to try to defraud our customers. We are subject to two financial audits per year and subscription accounts are a part of those audits. In addition, our office pay subscriptions have always been set up to be pay in advance for a minimum term of 8-weeks. The majority of customers pay either 13-weeks, 26-weeks or 52-weeks in advance. The billing cycle sends a notice out 28-days in advance of the current paid-to date. If a payment is not received by the payment expire date a second notice goes out. Activity on the account such as credits for missed delivery or debits for premium days can adjust the expire date. Any money received is always applied to the customer's account and is used to purchase papers. Any remaining balance is refunded to the customer. Should they not request a refund the money stays on the account for 18-months at which point we are required to turn the funds over to the State. Prior to doing so we send out a notice to advise the customer of the balance in hopes of resarting them or refunding the amount. We feel the problems with Mrs. ****'s account started when she began making 4-week payments which are designed for automatic debit and not for billed / mailed payments. The small payment amount does not buy enough future days to allow the billing cycle to perform the way it was designed. Our recommendation to her was to either switch to auto-debit or to make the minimum 8-week payment. It was at that time that she requested we stop her subscription.

We are revisiting her suggestion to add 'second notification' on our bills. That is a practice we had in place for many years but actually stopped it based on consumer feedback that we discontinue the practice. We will evaluate the process to see if there is a happy medium. We are also starting a campaign to convert more customers to electronic billing that will speed up the process to send our bills out and may also help with the issue of bill and payments crossing each other via USPS delivery. We always welcome customer feedback and will continue to review and evaluate suggestions and implement those that we feel will best meet the needs of all of our customers as well as the company.

Consumer Response:

Better Business Bureau:

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


Regards,

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

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


1. On first trying to resolve the issue with **** she did inform me that they could not add the words second or third billing to the bills, and she could not address the problem of payments crossing in the mail and new bills mailed out and due dates changed, so we agreed I would stop recieving the paper,I then asked her for the balance on the account since it had been paid for...she said $11.72  I asked how long the paper would STILL come she said until 8/11/13, I said ok and we hung up.

2.The very next day we got no paper and the next also (sunday and monday) I called and got **** who said **** did stop the paper but did not let it continue until payment was used up, I said then she lied to me and deliberatly stopped my paper from coming.  (Wow I dont know this person and she maliciously did this, why would she care?) **** then said it will be awhile to get the refund it c/b up to 2 weeks because they dont do them right away.

3.I waited and still did not recieve the refund so I called again 9/4/13 and spoke to ****** I asked her if all calls were recorded she said yes I said good because I have been being lied to and have you are holding onto my money, she said **** had been fired and that she was a new company hired to help do the papers business and that the balance was never recorded as being requested by me.......

4. Today is 9/16/13 and the money should be to me today, 7-10 busines days after as I was told by ******, I want it pointed out that the effort they say they do is not in good business dealings customers should be contacted at least more than once about credits on account also their bills should reflect these balances when each bill comes. 

5.As for me not paying in the perscribed method they gave choices of I did not want my account automatically debited so by never giving them permission to do so I just mailed my check to them.  This still paid my account but was at my determining and not theirs.  I had been a customer for years.

6.So if all of this was recorded as ****** said then the lies are trackable.

7.I do not want to pursue this any further UNLESS I DONT RECEIVE MY REFUND BY WEDNESDAY 9/18/13.  At that time I will decide if I am going to contact Turko Files.

BBB thank you for your help but I am NOT satisfied with the unethical business practices of the U-T San Diego paper and would like the record to show that even though they are not a BBB customer.

Sincerely,

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

Consumer Response: Better Business Bureau:

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

Dear BBB of San Diego,

I wish to reply to the complaint #******* that was administratively closed. UT's response that they were processing the refund on 9/9/13, was another delay tactic. I spoke with ****** on 9/4/13 she said it was processed and that payment would be recieved in 7-10 days. 10 days made the date of 9-23-13, I didn't recieve it. I called and spoke with ****** at the BBB and she said to respond thru the info email and note the case #.

I called and spoke with supervisor Kevin on 9/24/13 and was told you should have it it shows as being processed on 9/9/13, and he would contact tomarrow and see what was happening, He called me back on 9/25/13 and told me the only thing AP would tell him was that it was processed on 9/9/13 and that was all he could tell me. I waited until my mail came that same day and there was the refund, it was stamped prcessed at the Post Office 9/24/13. So it looks like they never mailed me anything until 9/24/13, again another delaying process by the UT and again very unethical and just plain bad business. It took me from July of 2013 until September of 2013 to get my balance refunded to me.

Sincerely

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


Business Response:

As stated in our response of 9/13 we were not aware of a request for a refund until 9/5 and a refund was processed to be picked up in our next check refund cycle once we were aware of the request. It is understandable that it seems like a significant delay if the assumption was that a refund had been requested back in July and we empathize with the customer's frustration. It is a regrettable situation however it is not representative of a company policy or effort to intentionally withhold refunds.

Our current business practice in place since 2009 is to run check refund processing once a week (Wednesdays). The checks are processed on Wednesdays printed on Friday and mailed the following week. Our customer service reps advise customers that a refund may take from 2-3 weeks. In the event there is an urgent need to process a check refund outside the normal timeframe a refund can be hand keyed and processed with approval byupper management..

The information provided Mrs. **** was based on the normal process. We learned yesterday that the customer had not received her check yet. We escalated to Finance and were advised that the check had already gone out in the mail which was confirmed by the fact it has now been received.

A reminder was sent to our customer service team yesterday after we received Mrs. ****'s call to emphsize the 2-3 week process so that clear expectations are set with all customer's requesting a check refund.

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

9/24/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On Aug. 27th I was called by a solicitor offering a 6 month UT subscription (Thur - Sunday home delivery) and online access 7 days a week for the price of $26.00. It was charged to one of the following charge cards ****, **** or ****. When I called UT on Aug 30th to find out why the paper had not been delivered, I was told by the person in circulation that she could not find my subscription. 10 minutes later she called me back, and said she found the subscription, but it had not been processed. She said the paper was behind in processing subscriptions. On 9/4/13 I received another telephone solicitor offering to sell me just the Sunday edition of the SD UT. This solicitor said she represented a different company. I told her I had already subscribed, but my paper was never delivered. She suggested I call UT customer Service as they only sold subscriptions by telephone and had nothing to do with the newspaper. Again this week I have not received a UT Paper, so on 9/5/13 I called circulation. After waiting for 10 minutes I talked with a person who again told me they had no record of my subscription and could not find the subscription that the person on 8/30/13 found that had been charged but not processed.

Desired Settlement: I would like a representative from the U.T. San Diego to call me with an actual date of when I will receive delivery of the newspaper at the price the telephone solicitor stated of $26.00 for 6 month of newspapers (Thursday thru Sunday) and online access to newspaper 7 days/week.

Business Response: I have been in contact with the customer on 9/5/2013. And on  9/20/2013 sent an email and attempted to make contact by phone. We need additional information from our customer in order to complete and close the complaint.


Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** *****

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

9/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have only lived in California for over a year now. I live in Fallbrook, Ca and have never lived at any other address in Ca. I however have been getting phone calls from U-T San Deigo. I work 12 hour shifts and finally called them back. They state I have a newspaper account at a address in Oceanside, Ca and I have a balance of 38 dollars and some cents. I however have not lived at this address but yet they are getting a paper in my name. I do not recieve any newspapers, nor do I want any so I should not have a past due balcne. I called U-T San Deigo to find out they are having issues with customer service agents who go to your door, falsly saying a customer signed up when they haven't. This is fraud. I was told to contact corporate to only have a customer service agant take my information. She than told me she would fix the problem and hung up on me very rudly and aduptly. I called back again and was on hold for 10 minutes. The next agent I talked to I explained I should not have a past due balance because I do not have a account with U-T San Deigo. I also have not been reciving the paper. I never signed up and am very upset I have a paper in my name in another city I have never lived at. She took my information and told me someone would contact me. I have yet to hear from anyone. I am very disappointed that they are having problems with customer service agents lying and signing people up for newspapers they did not consent to and are not receiving. This is fraud.

Desired Settlement: I want my information deleted out of their system. I also want my account cleared of charges that I should not have because I did not order the paper. I want my account balance to be zero because this is fruad. I also have never received the paper. I also want the agent who lied to have action taken aganist because I have never lived in oceanside, Ca. I also want a apology because I have been transfered and on hold all morning trying to resolve a issue I shouldn't had to deal with at all.

Business Response:

We recently received a signed authorization to start a subscription in the customers name for the address of **** * ******* ** ********* **.  However it was entered into our system incorrectly.  We have taken care of the balance on the account and have attempted to make contact with the customer by phone and email.

 

thank you

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

9/12/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Have requested 3 times (877-730-8232) that UT Sandiego stop delivering" Local Community Values" or advertisements on my block. Despite multiple requests the delivery/litter continues despite being assured it would stop. Last time spoke to a supervisor ******* badge # ****** I was again misled to believe issue would he addressed and it would stop. SD UT contractor throws what amounts to littering on our street. The advertisements/papers are delivered on a regular basis thrown on sidewalks, driveways and littered throughout the block it creates eyesore for our community. A copy of this message is being provided to the city.

Desired Settlement: 1. Immediately stop littering our neighborhood w your advertisements. 2. Provide an explanation why multiple requests for same complaint are not corrected on first call/complaint as promised.

Business Response:

We have stopped the delivery of the Local Ciommunity Values to the ******** *** in ***** ***** *****.  I also spoke with the customer about the ongoing delivery.  We do not show any previous contact by this customer, but will search our data base for any phone calls coming from his telephone number to address all agents who may have spoken to him.

 

Thank you

Consumer Response: Hi,

Complaint ID******* 

I have a complaint with San Diego Union Tribune. This is going to be the 5th time I have contacted their company to resolve this. Last time was through your company and again they have still failed to resolve issue. They just again threw mailing in the street in front of my home. Have asked them repeatedly to stop littering/throwing their unsolicited mailings on our street and they continue to do so despite promising each time they would stop. Please re-open this complaint.

-****** ******
************



Business Response:

We have taken direct steps to ensure that the address does not receive this publication again.  Our 3rd party distributor has placed a geo fencing around this street which will alert the management if the carrier enters this area.  In addition they will audit the carrier to ensure that the request of the customer is being met.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I will keep an eye on my end to ensure they comply with what they are stating they will do. 

Regards,

 

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

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

9/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On more than 6 occasions I have called Union tribune and asked that they stop littering my driveway every weekend with there circular. I do not subscribe to the paper. I do not want to have to bend over every weekend and pick up their trash and put it in my recycle bin. the last time I called I made my displeasure more than obvious and told them if it continues a complaint would be the result. It seems they don't care, so if you could persuade them to quite this I would be most appreciative.

Consumer Response:

Better Business Bureau: //////////.....sounds like lip service to me.  we will see what happens . Thanks for your help!

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** *******

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

8/27/2013 Billing/Collection Issues | Complaint Details Unavailable
8/22/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a Sunday subscription and pre-paid for 6 months. I continually had delivery issues, having to call 7 times in the first month to report non-delivery. After the first month, I called to cancel my subscription and request a refund for the remainder of the subscription period. I was first told they wouldn't give a refund, but after further complaining, I was told my refund would be processed and mailed out. I never received that refund check so I called again to inquire about it. I was told I'd have to fill out paperwork and send in bank statements showing I never got the refund. I was told that paperwork would be mailed to me. I never received that paperwork.

Desired Settlement: Refund for the unused portion of the pre-paid subscription

Business Response: This issue has been resolved.  A refund was sent to the customer on 5/6/13 via credit card refund.  Spoke with customer to confirm.  Customer is satisfied with resolution.

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

8/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Tired of their littering my home and neighborhood with the UT "Local Community Values". This trash literally lines the parkways, yards and even many roofs of my and my neighbors homes. I have now convened our 'Community Watch' group. We plan to use unity and force if we have to to assure that this littering stops, at least in our community.

Desired Settlement: STOP littering our neighborhood with your junk and trash or else suffer the consequences. Also, our local dog walkers have banded to return 'litter' to your properties.

Business Response:

We have provided the customer's address to our 3rd party delivery distributor.  they will ensure no papers are delivered to the customers address. In addition they will a manager verify delivery and placement to ensure that the deliveries are made properly . The verification process will done for a 4 week time frame or more if needed.

 

Thank you

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

8/1/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The UT continues to deliver to my property their free papers (Local Values & Enlace--This time it is the Local Values). I have never asked for them to be delivered. I have repeated called customer service and filed numerous BBB complaints. I always get assurance from the UT that is a contractor problem, not theirs. The paper deliveries do eventually stop for about 6 months and the process starts again. This problem has existed since Jun 2010. My latest BBB complaint about this same issue is from Nov. 2012. I would the UT to own the problem and fix it permanently. The UT only responds to my complaint when I file a BBB complaint. For a recurring problem this shows a lack of care by the UT. They only have to stop the paper delivers for a short time and then respond to the next BBB complaint hoping I will stop complaining.

Desired Settlement: Stop all deliveries to my property of ALL UT San Diego products forever!!! If they continue with this practice then a downgrade by the BBB. There should be no slack to allow repeated problems to exist.

Business Response:

We take Mr. *****'s request very seriously and regret that he received an unwanted delivery. We want to be clear that his address is flagged in our system as DND or Do Not Deliver and we have also communicated this to our various contracted delivery carriers and distribution vendors. This error occurred in spite of the fact his address is flagged as a 'do not deliver'.  We do not want our advertisers products delivered to households that do not wish to receive them. Punitive action is taken when a violation occurs.

We requested a thorough investigation and response from the distribution company as to how another lapse could have occurred. Below is their response and the additional steps they will implement to make sure this address does not receive deliveries:

Here is what we found upon investigating: this was a brand new IC on route (first day).  IC given a hot sheet/ hot stop list and was informed about the importance of this address and still made the mistake.  Our follow up plan is as follows.

-contractor has been terminated

-We will obtain photo confirmation of no delivery indefinitely moving forward.

-DCM will monitor IC’s gps unit to be alert to when IC gets close to location to know when to expect photo

-DCM will send out photo confirmation once received

Consumer Response: Better Business Bureau:

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

Regards,

****** *****

This is the UT's standard response, blame their contractor. Complaint after compliant the same fix for the problem. It does not work. About every six months I start receiving their free unwanted paper. I believe that the UT resets their do not deliver address every six months. This coincides with my complaints. A customer service manager at the UT confirmed that they do reset their do not deliver every six months. It is strange that if the measures the UT claims are implemented that this reoccurs on a regular basis year after year. This needs to stop forever or effect the BBB rating of the UT because of their inability to solve a simple problem and stop the harassment of a citizen of the San Diego. I have tried to use standard methods to solve this problem: using customer service, then the BBB. But if the BBB can not help solve this problem do I next take it to the news organization that have Troubleshooters to publicize the problem. I its sad when a citizen can not have a simple wish respected by a large corporation.

Business Response:

The following steps are in place to flag and manage opt-out requests such as Mr. *****'s.:

  • Database flag at address and occupant level.
  • Email and phone escalation to distribution company when errors occur.

Distribution company then flags the address as "Do Not Deliver" and takes these additional steps:

  • Electronic geofence set up so carrier can be monitored and manager is aware of activity near the household.
  • Request to carrier to provide a photo confirmation of non-delivery compliance for 4-weeks in a row to establish the address should not be delivered.

Since there were repeat deliveries made after the initial request and 4-week photo confirmation the following procedure was added:

  • Photo confirmation of non-delivery was elevated to a permenant requirement instead of just for 4-weeks. The route manager was also provided responsibilities to confirm non-delivery permenantely.

Since routes turn-over and carriers may have occassional substitutes there can be l mistakes made due to the human factor. However, that is different than a willful disregard for the request of a customer or consumer. In addition, we absolutely do not turn-over or recycle addresses or put them back on the opt-in last every 6-months. Once an address is flagged as opt-out it stays that way until the occupant or home owner contacts us to change the status.

Since the standard procedures to prevent delivery have not worked consistently for Mr. *****l's address we have implemented additional steps:

  • The entire 5300 block of ****** Ave. has been added to the DND list to prevent a carrier from making any Local Community Values or ad mail deliveries in or around Mr. *****'s property.
  • A gps tracker will monitor to ensure the carrier does not enter or drive the block for any reason. A screen shot capture will be made to confirm that the driver did not enter the block. If for some reason the independent carrier enters the block or a screenshot does not clearly show that the block was not driven then a photo confirmation of non-delivery will be obtained to confirm no delivery was made.

We regret the delivery lapses that have occurred but believe both we and our contractors have shown that we take the request seriously and have made and will continue to make all reasonable efforts to comply with the customers request for non-delivery.

Consumer Response: Better Business Bureau:

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

Regards,

****** *****

These are the same promises made each time I file a compliant over the years. The UT continues to deliver their free unwanted newspapers to my residence with breaks of about 6 months. I have filed multiple BBB complaints over the years on this problem without resolution. I would like to believe the UT's promises, but they have proved false in the past even though delivery supervisors, contractor supervisors, and the UT's customer service director made the same promises. I come back to the same issue why are they unable to stop deliver even though I start by making complaints through their customer service? Why only BBB complaints result in the unwanted papers delivery being stopped? Why I have to file 1-2 BBB complaints a year to temporarily resolve the issue? If I dumped trash on their property the UT would have me arrested, but I can not arrest the UT for littering my property. I can only file complaints that generate excuses (our best efforts, we are trying, etc.) and unseen measures that do not stop the problem. I am upset that this problem has continued for years. In 6 months when this whole process starts again, what will be the next step??? As a person trying to get a large corporation to change is tough as the years of complaints has shown the next time this happens a different more public tactic will have to be used.


Please stop delivering any and all of your products to litter my property now, in six months, and forever.

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

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

8/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 21, 2013, while attending the SAn Diego Fair, I signed up with the U-T San Diego Newspaper for a 7-day subscription. I paid the subsription price and to date I have not receive a single newspaper

Desired Settlement: Begin receiving 7-day newspaper as I paid for

Business Response:

We have resolved this issue with Mr ********. The manager for out 3rd Party Vendors has contacted the customer and ensured that his delivery will continue and that money that was paid to the vendor will be placed on his account.

We will continue to work with our sales crew along with our call center to provide the best service to our customers

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

7/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a subscriber to the San Diego Union Tribune. today I received and email from them stating the following: Beyond just saying "thank you," we want to REWARD you. And what better way to be REWARDED than by receiving REWARDS like discounts, savings and other benefits from your favorite places all over town? U-T San Diego is pleased to announce that U-T Rewards is coming soon. As a part of your subscription you will be automatically enrolled in U-T Rewards. U-T Rewards features over 300 San Diego merchant locations that will now provide you with rewards when you make purchases at any of these fine establishments. Your automatic enrollment begins on August 4, 2013. You can find the Terms and Conditions for U-T Rewards by visiting: utsandiego.com/rewards-terms, and you can find additional information about the program by visiting: utrewards.com. When I looked at the privacy statement I see that the auto enrollment states that they will send my private debit and credit card numbers to their merchants without my permission. The only way is to opt out, instead of opting in. there is no guarantee that this information will be kept secured according to Visa an Mastercard specificiations only a vague assurance that it they will use it confidential. Most people do not read their "new privacy statement: and will not know that their credit cards are given out to over 30 merchants. • As part of your automatic enrollment for U-T Rewards, we will provide our program vendor with the credit or debit card numbers we have on file for you so that you can participate in, and our vendor can administer, the rewards program. Our agreement with that vendor requires that they segregate and generally keep your credit card information confidential, and use and share it only as necessary for the purpose of managing the U-T Rewards program. However, if you choose to create a profile for the U-T Rewards program, the use, disclosure and handing of your credit or debit card number, and other information related to or collected in conjunction with U-T Rewards, will also be subject to the program vendor's privacy policy (a copy of which is available utsandiego.premiumrewards.com/privacy), and may be used by the vendor as described therein, including for marketing purposes.

Desired Settlement: this should be rescinded and should be an opt in, not an opt out option.

Business Response:

Thank you for forwarding the referenced complaint, which appears to reflect a bit of a misunderstanding of the U-T Rewards Program.  U-T Rewards is intended as a no cost, no obligation benefit to U-T subscribers, and the administrator of the program is not authorized to use or share payment information for any other purpose without the consent of the customer.  Also, the merchants participating in the program would not have access to any of our subscribers’ personal information, including payment information, unless the subscriber provides it to the merchant him or herself in a separate transaction.  Please note that we do not regularly share subscriber payment information with our partners, and that we are sensitive to the privacy concerns of our customers and take precautions to safeguard their personal information.  In that regard, we do observe and comply with Payment Card Industry (“PCI”) Data Security Standards and any portion of actual credit card information that we maintain is encrypted in our database.  Our U-T Rewards program administrator is similarly required to be PCI compliant.

Based on the communication to BBB, we have added Mr. ******** to our opt-out list.  Our Rewards Team is working to distribute additional information to clarify the program and he may register for it or opt-in anytime in the future should his concerns be alleviated.

Thank you for your feedback and please let me know if I can be of further assistance,

**** ******

Customer Service Manager

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

7/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have attempted 4 times to cancel my subscription service with UT San Diego. I have called and written emails requesting the cancellation of services. Every time I contact UT San Diego, I have been reassured my subscription was terminated and that I would no longer be charged, but instead receive a "free" edition of one of their products. I have been charged two additional times since I attempted to cancel the first time via phone on June 5th. The customer service representative that my wife spoke with on the phone was rude, and aggressive about trying to keep our subscription active.

Desired Settlement: I desire to have the subscription service cancelled completely, and to have my money refunded. The total amount I was charged that I did not authorize was $22.28 between two transactions, the first was on 06/26 for the amount of $11.94, and the second on 7/11 for the amount of $10.34. I have not filed a credit card dispute through my bank at this time, I wanted to resolve the issue with UT San Diego first, but they have not refunded my money and instead charged me again.

Business Response:

I have researched this account and have found that there has been one refund on 7/10/13 in the amount of $9.53 to the credit card on file. I have processed an additional refund of $14.35 which should apprear on you credit card with in 5 business days.

Thank you for your feed back on the representative you spoke with.  We have a quality assurance representative who will monitor the call and provide information to the agent.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I have received the requested refunds and will consider this complaint resolved.

Regards,

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

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

7/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 2-20-13 I Subscribed to U-T San Diego Paper (introductory Offer) Order# ****** for a 2 month subscription for $23.99. Paper started on 2/24/13 $23.99 was deducted from my credit card on 2/26/13 I Canceled the paper on 4/15/13 @7:44am Paper stopped 4/23/13 An overcharge of $23.99 was deducted from my credit card on 4/26/13 after I canceled the paper. 5/1/13 I called U-T San Diego Customer service ###-###-#### to ask for a refund for the overcharge, they agreed it was a mistake. The refund could not be put back on my credit card because I had to stop it due to fraud two days before. I was told it would take a month to get me a check out for the overcharge. 7/1/13 Still have not received a refund for $23.99 over charge. 7/1/13 I called U-T San Diego Customer service ###-###-#### again. I was told that a request was put in for my refund then it was written off because a check was not approved. I asked again for my overcharge refund and was told, because it could not be put back on the original credit card they could not guaranteed I would get the refund. I then talked to the supervisor she said it could take another month because they need to put it on the canceled credit card and if that fails then it will be put on a check. At this time I feel this is a scam. They get you to sign up (at Vons) and if you cancel they charge you another month. Most people probably do not check their credit cards as close as I do. A person should not have to go through so much because they thought they were subscribing to a creditable company. I heard U-T San Diego was having finical issues, but I didn't think they were illegally charging people for items not delivered. Also U-T S D sent an email for a survey. It was TO MY X-HUSBAND not me. My divorce was finalized on 3/14/05. Why they had his name on it, I don't know. I hope they are not going to make the check out to him. He still owes me 5 years of child support and he can't be found.

Desired Settlement: To be refunded $23.99 by 7/7/13. Its been two months I don't want to wait three months or not be paid at all because they wrote it off again.

Business Response:

We are truly sorry this has occured to this customers account.  It is not our policy to take another auto debit from a customers account when a stop is requested. It was a data entry error from the representative that initially took the call. The issues have been addressed . We are currently in the process of changing call centers due to such issues. We value all of our customers.

A refund has been processed and the credit has been applied to the customers credit card.  Please allow 3-5 business days to see the adjusment on their billing statement.

Consumer Response:

Better Business Bureau:

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

 I am not satisfied with this resolution because as I said in my complaint and to U-T San Diego the credit card number they have is closed due to Fraud.  I offered to give U-T San Diego a new credit card number to put it on and they would not accept the new number.  Therefore, again I will not be paid by the method they are offering.

Regards,

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

Business Response:

We have been in contact with Miss ****** directly and will follow up with another call to her.

We are working with FInance Dept to process a refund by check as requested. Refunds will be processed tomorrow and a check ready this Friday.

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

7/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received an email from "U-T San Diego" reference "U-T Rewards Program...". normally I would have deleted this email without opening it as I do not subscribe to the newspaper, but.. because it mentioned 'changes to our privacy policy'...and 'thank you' I opened it. Below is a portion of the email. "Your automatic enrollment begins on August 4, 2013. You can find the Terms and Conditions for U-T Rewards by visiting: utsandiego.com/rewards-terms, and you can find additional information about the program by visiting: utrewards.com. If you do not wish to participate in U-T Rewards, please email us at rewardsoptout@utsandiego.com or send us a letter before August 4, 2013 to: U-T San Diego, Attention: Customer Service (U-T Rewards Opt-Out), 350 Camino de la Reina, San Diego, California 92108."

Desired Settlement: as previously stated, normally I would have deleted this email without opening it. I monitor my elderly father's email because he has been a victim of ads similar to this without understanding why he was being charged money or not even know he was being charged money for something he didn't order. I feel that this is on the verge of fraud/internet theft and this type of conduct should not be allowed...ie, if you don't opt out you will be charged... in other words if I hadn't opened the email I would have eventually received a bill. True I would have contested the bill, but then there's another hassle I would have had to deal with. What about the elderly who, as with my father, forget, don't understand, may not be sure of what to do and may just send in a check???? I would like to see this type of ads stopped. I did not attempt to contact U-T because I thought that BBB should be made aware...thank you, ******

Business Response:

Thank you for forwarding the referenced complaint, which appears to reflect a bit of a misunderstanding of the U-T Rewards Program.  U-T Rewards is intended as a no cost, no obligation benefit to U-T subscribers. Under no circumstance will any amount be charged to any customer if they do not opt-out of enrollment, and participating in the program is free of charge.  

We did not receive any information about the subscriber in the communication forwarded by BBB, but we will be happy to add that person to our opt-out list if they have not already opted out and/or if this clarification did not address any concerns about the program.

Thank you for your feedback and please let me know if I can be of further assistance,

**** ******

Customer Service Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

sorry to go through this whole process again, but I tried to respond to the message ref: complaint #******* but could not type anything in the text area and message wouldn't send without text. I accept the U-T San Diego's response although I still think their practice of sending that email to unsubscribers is wrong and easily misunderstood. thank you for your time.

Regards,

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

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

7/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have subscribed to the newspaper service with no issues until January/February of this year. I had made a call to the newspaper company and inquired whether my subscription included online service or not. I was told initally that it did and there was no extra charge. The following month, March 2013, I noticed I had been overcharged for the newspaper. I have called and inquired about being overcharged 4 times the regular price in one month for a newspaper subscription from Union Tribune in San Diego. I have called and emailed the company regarding this issue, my last conversation with a representative (*******) in regards to this issue, I was told it was resolved and I would receive the next few months (3 to be exact) without a charge. However, this is not the case I have been charged again the last few months not just for the subscription but for a subscription I informed them I did not want. I am seeking your assistance regarding what actions I can take from this point and your assistance to resolve the situation. I even forward the above complaint to the San Diego Consumer Protection Unit: This is the response I received: " From: ********, **** Sent: Thursday, April 18, 2013 12:14 PM To: *****, ******* [AWM]; *********, *****; *******, ***** Cc: ****, ******* Subject: FW: Overcharged by local Periodical Company *****, I assume we will contact and forward this gentleman to the DA's office, but letting you take a look. Thank you. mr" I am hoping you could help resolve this issue prior to proceeding via the DA. Thank you.

Desired Settlement: Return of overcharges, since being credited months was not honored.

Business Response:

Spoke with Mr. ******* this morning.  We are currently working on the issues and complaints below .  The customer will be contacting me once he returns from vacation .

Contact info below provided to Mr. *******

**** ********* ###-###-#### xt ****

****.*********@utsandiego.com

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

7/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In Sept 2012 I subscribed to 5 Sunday subscriptions of North County Times Newspaper. I paid $100 for one year's subscription. When North County Times became Union Tribune, I've been having problems with their services so I cancelled the subscriptions in April 2013. The customer service rep said that I will be getting back a refund of $45. I never got any refund. When I called to follow up on May 3rd the Union Tribune costumer service said that I'm not getting a refund and that I owe UT money. That was taken cared off, but they don't know about any refund. I called 2 more times and did not get any answer other than "I will report this to higher management for research." I finally emailed customer service and finally got a response saying "I have researched this issue for you, and it show it has been escalated to the higher echelons of management in billing, so please allow up to three weeks to receive your refund." However, that was May 24th and it is now June 27th. I called Union Tribune to see if they have sent the refund check in the mail however the representative said that they don't know anything about it and that they will send this case to higher management. I just want my money/refund back. Is there anything you can do about this?

Desired Settlement: Get my refund of $45.

Business Response:

After researching the account I have found that there was a data entry error .  I have processed the refund, once the check has been printed i will get it in the mail immediatlely.  Checks will be processed on Friday 7/5/2013.

 

Thank you

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

7/9/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Despite having a currently paid one-year subscription to the North County Times (before it was purchased by the Union Tribune), last renewed in September 2012, we have received repeated calls and bills indicating the subscription has not been paid. Delivery has been suspended multiple times since January 2013 and we have contacted the UT repeatedly to resolve the problem. requesting that they stop harrassing us for purported non-payment; we have provided proof of payment multiple times. On several occasions we were told the issue needed to be researched and escalated. Other than one email in March thanking us for subscribing, we have not received proof that the matter was resolved despite requests for written confirmation. On June 5, after receiving a past due collection notice, we emailed the VP of Circulation and explaining our great frustration, but have never received a response. This week, delivery has once again been suspended for nonpayment and the matter "escalated" without any resolution or call back. A second voicemail message has gone unanswered.

Desired Settlement: 1) proof of subscription reinstatement through 9/14/13 plus 2) credit for additional three weeks delivery (estimated total loss of paid subscription); 3) letter verifying account is fully paid with no adverse credit effect; 4) written apology from the Vice President of Circulation & Distribution

Business Response:

I have contacted Mr. ******* and apologized for the mishandling of his subscription. I have restarted his account and applied an adjustment to pay the account up to Jan 1, 2014 which is 3 months beyond his original request.

Mr. ******* has agreed to send me copies of the various correspondance he sent to the UT regarding this incident so that I may research and determine why this was not resolved sooner. Once I complete my research I will send a final recap to him with the documentaiton he has requested. He also now has my contact information.

 

**** ******

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

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

7/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was double billed on May 24th. My usual monthly subscription of $27.99 was deducted from my bank account, plus an additional $32.15. I contacted Customer Service via email and the response I received told me that $27.99 would be refunded to my account within 3-5 days. On May 30, when I discovered that I had not received the refund, I telephoned Customer Service and was told that it takes up to 10 days to process a refund, so I patiently waited and when I hadn't received it by June 7, I emailed Customer Service for an update. I was then told that my refund was processed on May 30 (not May 24) and that I should receive the refund within the next few days. 3 weeks after my first complaint about the double billing, I still had not received the refund, so I called Customer Service and was on hold for 55 minutes before I could speak to a representative. I then was told that it can take up to 22 days for a refund. At this time, I decided to cancel my subscription with the Union-Tribune because of their poor billing practices and customer service. My subscription was cancelled on June 14, 2013, but 5 days later, on June 19, another $32.15 was deducted from my bank account. I then sent an email to Customer Service on June 22 which, as of this morning, has not been responded to.

Desired Settlement: I would like the Union-Tribune to refund the $27.99 deducted in error in May and the $32.15 deducted after I cancelled my subscription.

Business Response:

We do apologize for this inconvenience.  I have processed the refunds. One for $27.99 and the other $32.15.  Our check refund process will pick the refund requests up on tuesday the 2nd of July.  Once the check is printed we will place it in the mail.

I have left a voicemail for our customer in order inform her of our process and to let her know we are taking immediate action.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Hello,
 
RE: consumer complaint #*******
 
I was not able to respond to this complaint on line.  Tried to accept the business response, but got a blue screen in the text block and was unable to enter any comments.  After clicking on submit, I got an error message that I had not entered any text.  I tried this a couple of times.
 
I probably should have responded earlier to the business response, but was waiting for my refund first.  Although the U-T representative responded that a refund would be processed on July 2, I wanted to be sure that it was received and it was, this afternoon.
 
Thank you for your assistance in this matter.

Regards,

****** *****

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

6/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Back in May of this year the delivery person didn't deliver my paper to me, and I only signed up for the Sunday Edition. I called the Union Tribune and asked that my services be cancelled. I was told by **** that he would cancel my services. Well a week later they with drew the funds from my checking account to pay for the month of June, at that time I called and **** told me he would see that my money was put back into my account it would take 3-5 business days, well it is a month later today and my $13.97 has not yet been credited back to my account. Can you please help me. Thank you

Desired Settlement: Since they with drew the money my bank charged me $35.00 for insufficant funds fee, so I would like $48.97 to be put back into my checking account. Because of the Union Tribune my account being negative was there fault.

Business Response:

A refund check was mailed out to the customer in the amount of $12.00 per a conversation with a representative at our call center.  I spoke with the customer about the insufficient funds charges.  She will be faxing the documentation of those charges and an additional refund will be processed of $36.96.

 

 

Consumer Response:

Better Business Bureau:

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

Regards,

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

 

 the ut took $13.97 from my account and the checks they sent me was for #1.03 and $9.66 that does not total $13.97.

Business Response:

When I spoke to the customer she had agreed that the additional refund will be processed along with her requested of overdraft fees of 35.00.  She also took down our fax number to provide proof of those overdraft fees.  This conversation took place on 6/19/2013.  I just left a voice mail for this customer in order to resolve this issue.

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

6/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On May 26, 2013 I submitted a request through Discounted Newspapers. Com to receive the San Diego Union Tribune newspaper on Fri., Sat. & Sun. at a promotional rate of $17.96 for the first 4 weeks of delivery. On May 30, 2013 my Bank Account was debited the $17.96 and I began receiving the newspaper on Fri. May 31st. On June 18th I checked my Bank Account and discovered that another $17.98 had been deducted for an additional months subscription. When I contacted UT Customer Service I was told that it was an automatic re-occurring charge for continued monthly service. I explained that I never authorized my Bank Account to be charged for more than the first months delivery service and that the original 4 weeks of delivery service had not even completed. I indicated that i wanted to cancel my subscription and requested a refund for the $17.98 charged against my account on June 18th. When I checked my Bank Account on June 19th the credit had not yet been issued and I contacted UT Customer Service again. I was told that it would take any where from 5 - 7 business days for the credit to be processed. I told the UT Customer Service representative that it was unacceptable for them to charge me the $17.98 before the end of the 4 week delivery period and for them to take 5 - 7 business days to issue me the refund. At no time did I authorize Discounted Newspapers. Com or U-T San Diego to debit my Bank Account for more than the first 4 weeks of delivery at $17.96. This appears to be a common practice on the part of U-T San Diego when charging a customer for additional delivery service or an increase in the subscription rate. I find this practice to be boarder line fraud and done intentionally without proper notice to the customers.

Desired Settlement: Because I believe that Discounted Newspapers. Com and the U-T San Diego acted with intent to defraud me I fell that I deserve not only a credit for the June 18/19th charge of $17.98 against my Bank Account, but also a refund of my original charge of $17.96 that was debited against my account on May 30th. I would have never subscribed to the U-T San Diego if I new that they would be automatically charging my account without my explicit authorization.

Business Response:

This is the first time that we have been made aware that this website , which is hosted by a third party vendor had changed our previous format.  We appriciate the information and have sent this to our sales team to revisit the site and make necessary changes.

 

We have processed the refund for a total $35.92 back to the customers account which will be processed on Monday.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

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

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

Complaint: I have just been informed that the UT San Diego has a strange vacation hold policy. It has apparently been in place since 2009, but no one has ever informed me about it when I place a vacation hold. I am hoping to influence the UT's business practice which I feel is unfair, to say the least. The UT bills/charges ahead for the paper, which is ok. However, for a vacation hold of less than 28 days, a customer (me) is charged for the paper EVEN if it is not delivered. By asking their Chat line I did find out that the eEdition is available, but if I am on vacation I don't necessarily want to spend time reading the paper. I don't understand how a business can (even when the policy is declared on its website) charge for something it does NOT provide during a vacation hold? I subscribe to the NYT, LATimes and WSJ and NONE of them charge me for not delivering the paper. This is ludicrous!

Desired Settlement: Change of business policy.

Business Response:

We discontinued the practice of extending subscriptions for vacation or temp holds in the Fall of 2009. The new policy was brought about due to the steep decline in advertising revenue – and forced us to rethink our business model. Our current policy was modeled after other subscription providers such as cable or satellite TV, cell phones and trade publications. A subscription is for a specific period or term regardless of whether or not a subscriber utilizes the service or product. Other newspapers such as the LA Times and Orange County Register have similar policies in place.

Although we no longer extend subscription periods, we want to provide you an opportunity to utilize the product you paid for should you need to be away from home and request that we withhold delivery. You may have your papers held and all copies will be delivered to you when you return (vacation pack) or you can continue to utilize the digital or electronic edition - that is now included as part of your print subscription at no additional charge. Access to the various digital products continues even if the home delivery portion of your subscription is stopped for a limited period.

Below is a copy of our detailed temp stop policy as published in our subscription terms and conditions.

U-T San Diego Temporary Stop Policy:

f)  Temporary Stops.  We will withhold delivery of the Paper if you request a temporary stop or break in service (“Temporary Stop”).  You may request a Temporary Stop on-line or by calling Customer Service and providing the dates on which you would like delivery to stop and restart, up to a maximum stop period of 28 days.  Upon receipt of such a request, we will notify the applicable distributor.  Please note that you will remain obligated to pay for your subscription during the Temporary Stop period, and you have the option of either: (a) accessing the eEdition of the Paper without additional charge during the Temporary Stop period, (b) having Papers held and delivered to you at the end of the Temporary Stop period, up to a maximum of 28 Papers, or (c) donating your newspapers to the U-T San Diego Newspapers in Education Program.  If you request a Temporary Stop without an end date and fail to restart delivery within 28 days, you will be considered to have requested termination of your newspaper subscription service and you will need to contact Customer Service in order to resume delivery.  We reserve the right to assess any applicable early termination fee in the event that you request a Temporary Stop without a restart date.  Please note that we cannot guarantee that the same subscription rates or price will apply should you choose to thereafter restart service.   

Our complete subscription terms and conditions can be viewed at http://www.utsandiego.com/terms-and-conditions/.

We will offer credit in the event a customer states they were not aware of the policy. I verified that the customer service agent provided you 60-days credit and your adjusted expiration date is 08/27/13. In addition,  I credited you an additional 56-days since you had two prior temp stops that were exactly 28-days. That moved your account expire date out to 10/22/13. 

It does look like many of your temp stops are for 28-days or greater. If you request a 'perm stop' and let the representative know that you are returning but will be gone for 4-weeks or longer you account will be frozen. The code we use for this is Vac-28. You may call us when you return to reactivate the account. In your situation I would recommend this option. Our customer service number is 800.533.8830.   In the event you are only away for a few days I hope that either the vac pack or eEdition access are options you will find beneficial.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******.  I appreciate the extension of our subscription and more importantly, the "how to" for putting our subscription on hold for more than 28 days - no one has ever explained that.  I would also like to ask whether someone can PLEASE look into the UT phone or computer system because our address has NEVER come up when we call in over the last 10 years.  I've complained on several occasions, all to no avail.  This part doesn't have to be a BBB issue - it's something internal.

Thank you.

****** *****

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

5/31/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I would like to receive compensation in the amount of $100.00 for my time, effort, and frustration into this. I DO NOT want to receive any paper from this company. I am continually told they are taking this seriously, yet I continue to receive the paper not long after. I want this to stop immediately. On 2/23/2013, I again received a paper on my property. In fact, this paper contained the Sunday paper and yet I received it on Saturday before 7pm. I want this third party vendor to be penalized when I receive the paper as obviously nothing happens when they deliver to someone supposedly on the DO NOT DELIVER list.

Desired Settlement: I DO NOT want to receive any further newspapers from the Tribune. I would like to be compensated $100.00 for my time in corresponding with the Tribune and Chamber of Commerce as well as for picture text messages I have had to send myself as "proof" to the Tribune each time I contacted them.

Business Response:

Hello,

We have addressed the issue of the customer receiving the Local Community Values publication. There was a street change.  It used to be drive and is now street.  This issue has been identified and corrected in all of our data bases from us to our distribution company.

In addition I have received notification from our distribution owner that they have taken correct steps to ensure that the deliveries will cease.  A mnager will monitor the area in addition to placing a Geofences off alert to the location.

 

Thank you

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

5/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hi, I cancelled my subscription to the San Diego UT on March 27th. Strange enough the union tribune charged my account for another month of service on the 28th. One day after I called to cancel.I have called them almost every week since they charged my card and I still do not have the money refunded to me. They do agree that the billing was incorrect when I speak to them, but they do nothing to credit the fee back to me. Every time I call they say they have 'expedited my account".It has now almost been two months and I cannot get them to take any action. Their business practice is absolutely horrible. I know this is a small amount, but it is more than that now.Regards,**** ******

Desired Settlement: The fee that they charged me. $14.75.

Business Response:

Hello,

Refund has been processed as of 4/15/2013.  Spoke to the customer and he is aware that a refund will show on his credit within 3-5 business days.

 

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

Regards,

**** ******

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

5/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently received a new cell phone number. Ever since I received the number I have been receiving non-stop calls as a "former subscriber" asking me to renew service. I have explained at least four times that this is a new phone number for me and that I am a current subscriber and that they have the wrong number. The caller refuses to listen to anything that I say and continues to try and get me to re-subscribe. I have each time not to be called again. Still the calls continue non-stop at all times of the day. This phone number is a business phone and these calls are affecting my business and potentially income.

Desired Settlement: Stop calling me and apologize for their harassment.

Business Response:

Neither the phone number on this complaint nor the one associated with Mr. ********'s account in our subscriber database were in any file sent to our telemarketing vendors. However, we did go ahead and add both numbers to our internal DNC (do not call) lists.

In addition, we contacted Mr. ******** directly to find out if there was another phone number we were unaware of that was the one being called. He provided us that number and we were able to confirm it was being called by one of our contracted vendors. They pulled the number from their dialer and we added that number to our DNC list along with the other two.

We apologize for any inconvenience the calls caused and have taken steps to prevent future calls.

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

4/30/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have asked the people at this paper to stop delivering off and on for the last 10 years. My driveway is not their dumping ground. I have never asked for their paper, in fact, my only contact with them has been to ask them not to litter my driveway with it.

Desired Settlement: I want ******************* chairman and publisher to:1) Send a letter of apology through the mail to me2) I want the letter to include: - an admission of his utter failure in controlling his staff - an admission that he is unable to effectively manage his paper's day to day operations - a detailed action plan to see that this does not reoccur EVER

Business Response:

In researching this complaint I confirmed that Mr. ***'s address is on our do not deliver and do not solicit lists andhas been very quite some time. We have taken all necessary steps internally to flag his address as a non-customer.

It appears this past weekend that a carrier delivered the U-T San Diego to Mr. ***'s address instead of to his neighbor who is a customer of ours. The carrier and distributor have been alerted to the error and asked to monitor delivery in the future to prevent this.

We called and spoke with Mr. *** regarding the mistake and attached is a letter of apology that was mailed today.

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

4/25/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Over charged for 2 months (January & February) They corrected this with credit. They have just upgraded my subscription without my permission.

Desired Settlement: Money back in the form of a check.

Business Response:

Hello,

 

I have processed a refund in the amount of $18.76.  This is the difference in the 2 charges from the previous charge.  The reason for these charges were our annual rate increase. I attempted to make contact with the customer in order to attempt to process the refund back to their credit card which would only take 3-5 business days for them to receive. Since the customer requested a check refund, the process is a 2-3 weeks for the customer to receive. 

 Since I was unable to make contact I with the customer I processed the check as requested.

 

thank you

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

4/16/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I made a contract with North county times before to have my "5" sunday papers delivered at my front door every sunday for a whole year subscription which started 8/16/12 for the purpose of couponing. North county times was good with keeping with their contract as i only had one problem with their delivery service and it was resolved after i called them. Unfortunately, they were bought out by UT San Diego and ever since, i had numerous complaints that was not even resolved! UT San Diego's delivery service is very unreliable. This did not happen just once but numerous times already. I have been patiently trying to get this resolved by speaking to the customer service rep including the managers and supervisor but "NO" actions have been done because its still happening. They deliver my "5" sunday papers on time every sunday but it was always missing with the coupons especially RED PLUM coupons which is solely the main purpose why i continued my subscription with them, and to think that they are located locally here in san diego county which is supposed to be easier for us subscribers to get things resolved.I also had subscribed from "LA times" and i had "NEVER" once got this problem and they are not located in my county. ****, who she said is the supervisor of UT, "PROMISED" to deliver my missing 4 RED PLUM coupons through the post office which was already more than a month ago (2/1/13) when i complained that i had been calling for almost a week already and almost everyday trying to get the missing coupons from the previous sunday and the following sunday that was also missing. Until now (3/10/13), i have not received those "PROMISED" missing 4 red plum coupons. This is very stressful for me to the extent that i had to be late in going to work or skip my work hours just to make a call every time because they either put you on hold for the longest time or transfer you to a voicemail or make you call every day until you get the papers that never came.

Desired Settlement: I had paid for all 5 sunday papers. Yes,they delivered it, BUT, my receipt from North county times says: NORTH COUNTY TIMES COUPONING SUBSCRIPTION ORDER FORM which is solely the main purpose why i continued with UT san diego. I want replacements of my missing red plum coupons today (3/10/13) and extension of my subscription for which i didn't get my 4 promised red plums about a month ago and the missing ones a week before that excluding the one month and other weeks that was previously promised.

Business Response:

Hello,

Due to recent changes to our UT - NCT product the distrubutor that used to deliver to our customer **** ****** no longer provides service to that area. Our new distributor has been alerted to the ongoing issue with the Red Plum coupons being delivered . He has replaced the ones from 3/10 on 3/12.

As for the January 27 red plum coupons I did not mail them out. I was informed that the distributor for that area was delivering them to the customer the following day.

In addition we have provided credit to our customer by adding 15 copies to her subscription for the inconvenience to the customer for having to call on several occassions.

Thank you 

Consumer Response:

Better Business Bureau:

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

I have previously complained about this company for the same issue hoping that it would get resolved and would not happen again. Unfortunately, they are very unreliable and non-compliant with their contract as the same issue continues to happen. I have been subscribing 5 sunday newspapers for the purpose of couponing from North county times which is UT san diego presently. I continue to have missing ALL 5 red plum coupons and 3 smart source coupons. This is such an inconvenience to keep complaining if it continues to happen every week when this issue was supposedly to be resolved just 2 weeks ago. They have also promised to extend my subscription for a month for all the inconvenience that they have caused previously but just stated from the previous settlement to send me 15 extra copies, which is only equivalent to 3 sundays in a month. They need to keep their words as we dont have any written contracts from them when we talk to any of their reps or even their supervisor.


I want replacements for my missing 5 RED PLUM and 3 SMART SOURCE for this sunday Mar. 24, 2012 and I want my one month extended subscriptions that they PROMISED me for all the inconvenience that have caused.Hopefully they take actions and resolve their communication problem with the distributor as this is causing too much inconvenience on my part to keep complaining here as the same issue is happening.
Desired Settlement: Replacement

Regards,

**** ******

Business Response:

On 3/28, we mailed out 5 Red Plum and 3 Smart Source coupons to Mrs ****** as requested to replace the coupons that were missed. I also extended her account the additoinal 4-weeks as she had been promised and her adjusted paid-to date is now 12/1/2013.

An escalation was sent to the delivery manager about the recurring issues with incomplete papers and they were asked to check papers to make sure she receives all coupons.

I also added a note to remind her that March 31 was Easter Sunday and the manufacture coupon books would not be distributed due ot the holiday. The manufacturers choose to not distribute coupons on most major holiday weekends. On 3/31 the only coupons would be from Proctor and Gamble.

Sorry for the confusion and let me know if you need anything else.

Thank you,

****

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

4/4/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: on December 20,2012 The Paper person approached our home and offered us a 6 months of the paperWe paid $47.92 the newspaper. Our service lasted only 2 months and the office billed us again saying that is all they would allow. We have a receipt showing that it was good for 6 months.

Desired Settlement: We would like the UT to honor their carriers promise to supply the newspaper for 6 months.

Business Response: We were able to locate the original order submitted by our solicitor and it did not match the receipt provided to Mr. ****. We started the order based on the information submitted by our sales vendor and therefore were not aware of the agreement to honor that rate for 6-months. We regret the misrepresentation and will honor the terms as sold.

Please note that the information on the order form and in our database is for a ******** **** at ***** ******* St. ****** *****. This is a different name and address than that of the person filing the complaint. I personally called ******** **** and apologized for the misunderstanding and told her that we would honor the six month offer as it was sold to them.
The adjusted paid to date is now July 9, 2013.
In addition, we will follow up with the sales vendor regarding the misrepresentation and the problems it caused for the ****s.

thank you for bringing this matter to our attention and allowing us to resolve it.

Sincerely,
**** ******

Consumer Response:

Better Business Bureau:

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

 

 It was nice of **** to contact my wife and the original account was in her name, howverer, the new account was written in my name and the check was from my account.
 Since you have gone ahead and continued the account we have had problems with the newsperson. Yestereday we received a LA Times newspaper not the UT.
 Today it rained and he tossed a paper on the driveway with a bag so the paper is wet.

 I understand that you are the only major newspaper in San Diego so you have a responsibility to produce a quality product.
 So far you have failed to provide this.

Regards,

**** ****

Business Response:

I have sent an escalation notice out to our Area Manager regarding the delivery issues that occurred over the weekend and asked them to resolve.

In addition, I provided an additional week's credit to the account due to the delivery issues.

 

****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ****

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

4/4/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I stopped my subscription with the San Diego Union Tribune newspaper in early January. I had paid through 1/29/13. I asked for the papers I had paid for be delivered through that date. The delivery of papers ended but the billing has gone on.My subscription began with them in 1988 (or earlier) and I always had the payment automatically deducted from my checking account. On 1/17/13 the tribune deducted $27.46 from my account for February.I called them 3 times in February asking them to refund my account. On 3/15 they billed me for $42.51. I now need a refund of $69.97. This company has disgraceful buisiness practices.

Desired Settlement: I want the $69.97 that is owed me to be refunded. Since this has taken a lot of my time I think they should add some money to that amount. $90 would be fair.

Business Response: The account ****** shows the following history or activity for ******* ****:

1/29/13 a 'temporary stop' was entered. This would have stopped all delivery and charges. However, it would indicate the account or subscriber was going to restart delivery usually within the month.
2/24/13 a billing change was entered to stop the Auto debit.
2/25/13 a permanent stop was entered and a refund request for $27.52 was entered but not processed.

3/25/13 the refund for $27.52 was processed and will go back to Visa ending in **** within the next 3 to 5 business.

I do not show any activity on the account after the 25th of February and are unable to locate the additional charge of $42.51 that occurred on 3/15/13. I searched against the Visa ending in ****. I also searched by her name and address to see if another account had been started but did not find any activity. It would help expedite the research and resolution if she fax or email us a copy of the charge in question.  The fax number is ************.
My email address is ****.******@utsandiego.com.
I would like to help resolve this matter as quickly as possible and look forward to receiving any additional information that would help us locate the charge still in question.

In addition, I will mail her out a $20 grocery gift card due to the delay in processing her original refund request. It should have been processed the same week as the stop request and I regret the unnecessary delay. The customer service reps involved will be provided coaching and feedback regarding the proper handling of this type of request.

Sincerely,
**** ******
Customer Service Manager

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

3/20/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I complained twice to the UT North County Times Ad Supervisor, ******* ***** at ************ forrunning an deceptive and misleading ad under "At Your Service" "Cabinet Refinishing *** ************" in which she has included a false and non existent contractor's license numberfor this advertiser (***** *********). The UT/NC Times continues to run this fradulent ad, misleading their readers.

Desired Settlement: Delete the advertiser's false license number from the newspaper ad.

Business Response:

Hello,

The advertiser (cabinet refinishing) has changed his ad copy to state that he is unlicensed. Our Ad Supervisor ******* has spoken with Mr ****** and will again make contact with him.

 

Thank you

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

3/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A few day before Feb 1st there was a Union Tribune sales rep at the Von's on Lake Murray Blvd in La Mesa, CA. The rep kept trying to get me to "try' the paper. I told him I did not have any money left on my debt card and would not have any money until the first of Feb. He said no problem. I will take a copy of your card today, but I will not put it in until Feb 2,2013 to make sure you social security check is in your account. In fact he said, "I will do you one better, give me your phone number and I will call you before I put the charge through". I trusted him and gave him my information and he gave me a receipt. On the first of Feb, I did not get a call from him so I went to my online bank account and found out he had put the charge ( &17.92) through without calling or asking me if my check was in yet. I immediately called customer service at the Union Tribune. They said what he did was illegal and that I would have a refund in 7-10 days. On the 13th I called again and spoke with a supervisor he said that my refund was processed on the 12th and I should get it in 8-10 days. I called again on the 22nd of Feb. They said that they did not know why I had not received it yet, that they had processed it for the amount of $16.80 on the 12th. I told them I had not received it and that the amount was wrong that it was actually 17.92 that was taken out of my account. He said he was going to send my information to billing and someone would get back to me. Well it is now March 1, 2013. I have not been called and I still have not gotten my refund. It has now been a month since I first called. I am very upset with the company and the sales rep.

Desired Settlement: I would like my $17.92 cents back ASAP. My check was not in the account when the charge came through. I feel they owe me an apology and compensation. They need to have better control over their sales reps. The manager told me the reps in the grocery stores are supposed to put the charge through as soon as they get it, it is illegal for the rep to hold it for several days.

Business Response:

Hello,

 

We have processed the refund check in the amount of $17.92. We are sorry for the delay.

 

Thank you

Consumer Response:

Better Business Bureau:

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

They have been telling me that I would get a refund since Feb 1.2-13. On Feb 13 they said they had started the refund process and it would be 7-10 days. Last week they said they would refund the money to my credit card and give 30 for the overdraft that I had to go to the bank to get reversed. Then I called on Friday the 8th and they said they could not refund it back to my account they would send a ck. From the 5th -6, 7th, they took the money and started sending newspapers. This has been a mess. I am disabled and live on a moderate income. I still have not received my refund. I would like and extra 10.00 $ for all of my trouble. I should not have to wait from Feb 1-March 12 and still no refund. And their rep should not have lied to me. If I get my ck by tomorrow Feb 13th, I will give up the claim, however, I will not be happy.

Regards,

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

Business Response:

Hello,

I spoke with the customer and explained our process and time frame for the refund.  Check was printed and customer should received her refund next week.  In addtion to her refund we are sending her a gift card for the inconvenience. 

 

The overdraft fees she received were taken care of by her bank.

 

Thank you

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

3/14/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On Nov. 11 2012 I went into *****'s grocery store where the U-T was there doing a special order. I paid $27.92 with my credit card to start my services of receiving the paper 7 days a week. I was told the paper would start in 4 days, After not receiving the paper we called and complained again they said the paper would be starting. We never received the paper so we called and cancelled our order and asked for our money back. We have made several attempts to get our money back and they keep telling us it's in the mail. Can you please help us? When my wife told them we were going to you for help and we still have not received our refund. Our order number for the paper is ******. Thank you for your help.

Desired Settlement: A refund for $27.92.

Business Response:

Hello,

A refund check was mailed out on 2/15/2013.  The check has not been cashed, we are stopping payment on that check and re-issuing another one.  I have spoken with the customer and have informed them of the process.

 

thank you

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

3/7/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My subscription typically costs $24 billed to me every 4 weeks. I noticed my bill was for $32.15 on February 12 so I called to inquire about it. I was told it was a computer billing error and it had been fixed. I would be charged the correct amount on my next bill. I asked if it would reflect my $8.15 credit and they said they weren't able to do that (***, customer service). I would get credit in papers if and when I decide to terminate my delivery service. That is just wrong! An overcharge should result in immediate credit/refund. I am very diligent about checking my bills, could you imagine how many people are unaware that they were even overcharged? Where they ever going to notify their customers of their error? I personally did not get a letter. Multiply the $8 by # of subscribers amounts to hundreds of thousands of dollars. I am awaiting a response from them, but I felt compeled to let you and my fellow UT subscribers know what has happened, perhaps bring this to the attention of the proper agency that can follow up on this fraudulent practice.

Desired Settlement: Customers notified and refunded.

Business Response:

Hello,

We are sorry to hear that your rate was increased to $32.15. Our agent has placed your account back to the rate of $22.57. A refund in the amount of 8.15.

This was not a computer error this was part of our annual rate increase.  Our regular rate customers pay 34.35 and our promotional rates are 23.96.  Our system is designed to step our customers up to the next available rate to get them to the regular rate and our published rates.

We are sorry for the miscommunication and will address this with our representative that took the call.

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

I was contacted by the Union Tribune and was told the the representative with whom I had spoken with on the phone had given me the wrong explanation.  To compensate for my overcharges,  my next billing date was moved back two weeks to allow for my papers due.  Although they have resolved my issue,  follow up should be made to assure other customers were properly notified and compensated for their billing error.

Regards,

***** ****** 

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

2/28/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Since April 2011, I have subscribed to the print edition Thursday - Sunday. Since Febraury 3, 2013, I have not received my paper or a full refund of my money paid for the subscription. Partial refunds or credts have been applied but for each misssed delivery, I am forced to make a continuing complaints, which appears to get ignored. When I pay for a product or service, I expect to receive that product or service in return. I have repeatedly asked for a satisfacory resolution to this problem but have not received one to date; just a run-around. I respectfuly request that they refund my money in full and close my account. Thank you.

Desired Settlement: I respectfuly request that they refund my money in full and close my account. Thank you.Current account balance is $13.54 plus I request credit for the missed deliveries for Thursday 2/21, Friday 2/22, Saturday 2/23, and Sunday 2/24/2013.

Business Response:

Hello,

We have complied with the customers request for cancellation of service and a refund.  I have contacted our division manager about the delivery issue. I was informed the customer lives in a gated complex and our carrier does not have access.  We have been throwing the paper over the locked gate for the customer. Each time the customer has called we initiated credit as day per day to the customers account.

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 would be satisfactory to me.  However, for the record I wish to note that I have been at this address almost a year and until late January 2013 the gate, which is only locked on evenings and wekends, was not an issue to the delivery person. For almost a year the paper found its way to my door step. Additionally, during or after any one of my numerous complaints the gate issue was never metioned. It is all about commnication; sadly, this is a FAIL on their part. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ******* 

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

2/28/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In 2010 I put an ad in the s.d. tribune for boxer puppies for sale. I used my credit/debit card to place the ad. As of today 1/30/2012 they are still taking 17.00 monthly out of my account! I have called them numerous times and am told it will be taken care of. 1/29.2013 I talked to my bank and they said all they can do is close my account and open a new one with a different account number, this would cause me a lot of problems with my mortgage company, direct deposit etc.etc.etc. T he bank manager said this is done to many people by the s.d. tribune and they have complaints all the time. Now I get nothing from these people, not even a newspaper never have and NEVER WILL!! Could you please try and help me. I would like all my money back from the last 2 yrs. I can get all my bank statements if necessary. Thank you ******* *****

Desired Settlement: refund of all funds taken out of my account!!!

Business Response:

Hello,

 

I have made contact with customer ******* ***** about the charges that he indicated in his complaint on 2/14/2013.  ******* was supposed to return my call that evening to discuss the exact date and correct amount of the charges, in to locate and stop any further debits to his account. 

I have attempted to make contact with the customer on 2 other separate occassions to resolve this issue. As of today 2/20/13 I have not received a return call nor have I been able to make successful contact to resolve the complaint.

Should ******* wish to make contact with me to resolve this issue my phone number and name will be listed below.

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

Thank you

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

2/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called and requested to stop Sunday Newspaper service back in August 2012 and am still receiving a newspaper every Sunday. I have repeatedly called the customer service to request that delivery be stopped and they will not listen!!! I am so frustrated and have wasted so much of my personal time on this issue that is still not resolved and I am just done. I will not be paying for the papers that have been going in our recycling bin since last August. Please assist in having the deliveries stopped. Thank you!

Desired Settlement: Please see above. I will not be paying for Newspapers that I have been recycling as I requested the service be stopped several months ago.

Business Response:

Hello,

I spoke with this customer today.  Her complaint indicated it was our paid subscription being delivered. Each time she called the paid subscription was being addressed and the carrier was receiving the compaint.  However it was the wrong publication. I stopped the Local Community Values delivery and escalated this issue to our 3rd party distributor to ensure that there will be no more deliveries.  I have ensure the customer that she is not being charge or had been charged for this delivery.

Thank you

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

2/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The Union Tribune will not stop littering my yard with their free newspaper the Local Values. I have called customer service asking them to stop delivery. I never asked for this. This a problem that has continued for over 2 years. I have filed bbb complaints over this issue. They stop delivered for up to 6 months and then gradually started delivery again. **** ****** the UT Costumer Service Manager promised this in Jan 2012.This address will be followed up on every week indefinitely. Also, our TSG department will be placing a special geofence around the address in the AirTrak system. When any contractor comes near this address and alert email will be sent out to the entire SD Circ team. IC on route will need to send in a pic of the address every week as a confirmation of no delivery.Delivery resumed in September. Calls to customer service gets promises and apologizes by now fixes. It is sad such a big company is incapable of respecting my wishes not to have their Local Values delivered to my property.

Desired Settlement: I want the UT San Diego to stop forever the delivery of any of their products to my address.

Business Response:

Hello, 

I have contacted our 3rd party distributor about this ongoing issue.  They have indicated that there is a new carrier on this route and he will be addressed.  In addtion they will be re- geofencing the area. Once this has been completed our 3Rd party distributor will be contacting the customer.

 

thank you for your patience

Consumer Response:

Better Business Bureau:

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


Submitted 1/29/2013:

The San Diego Union Tribune continues to litter my property with their free weekly newspapers Enlace and Local Values. I have repeated contacted their customer service and asked the company to stop delivering to my property. I have filled repeated complaints with the BBB without success in stopping permanent delivery of their papers. The last was in November 2012. This complaint has continued now for over 2 years without resolution except for temporary freedom from their papers littering my property. Over the last month they started delivering Enlace to my address in November it was Local Values. The head of their customer service has guaranteeing me that no more of their papers would be delivered yet papers are still delivered. I don't want any of their products, I did not ask for them to be delivered. The UT should respect my property stop littering it and respect my desire to stop their delivery of unwanted papers.


Stop delivering any of the UT San Diego newspapers or anything to my address forever!!!
Desired Settlement: Other (requires explanation)

Regards,

****** *****

Business Response:

Hello,

I assure you UT San Diego has followed all protocol to flag your address as both DO NOT DELIVER and DO NOT SOLICIT as well as taken additional steps to communicate your request. These lapses are a result of human error at some level and not as a result of UTSD's disregard for your request.

I have notified ***** *****, VP of Circulation, Distribution and Operations, and have identified where the break down occured. All 3rd party distributors have been addressed and this issue should not happen again.

 

Thank you

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

2/13/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a subscription with the Union Tribune that I purchased outright for a period of a year, when someone came to my home selling subscriptions. My husband and I relocated with our family in June of 2012 out of state to Arizona. On June 8,2012 I called the Union Tribunes customer service and spoke to someone by the name of ***** to inform them that we would be moving out of the state and that I wanted to cancel my subscription. At the time, ***** informed me that I still had some months left on my subscription, to which I replied that I was moving out of state and would be okay with losing out on the remaining months. On 02/06/2013 I received a call from Union Tribune Customer Service number ************ informing me that I had a balance with the Union Tribune of 6.53 that was overdue. I asked them how I had a balance if I had in fact cancelled my subscription 8 months ago. The customer service agent said that she would submit my account as a disputed charge and that the account would be taken care of. Tonight, 02/12/2013 I received another call from the Union Tribune Customer Service number ************. Once again the customer service agent was calling to inform me that as of February, I had an overdue balance of 6.53. I explained to her that I no longer lived in San Dieog, Ca and that I in fact live in Arizona now and have been living here for 8 months now. I informed her that I called back in June of 2012 and cancelled my subscription. She, like the customer service agent that called on 02/06/2013, told me that she would be submitted my account as a disputed charge. I dont understand if I called and cancelled my subscription back in June of 2012, how I could have an outstanding charge of 6.53. It would be safe to assume that if I had not cancelled my subscription, then my balance would be much higher than 6.53. I feel as though the Union Tribune is trying to charge me for a subscription that I cancelled and is attempting to put this amount on my credit report as a default

Desired Settlement: I would like for this account to be closed out completely and for the balance of 6.53 to be removed and zeroed out. I would like for customer service to call me and confirm that this has in fact been resolved and to apologize for the inconvenience that they are causing me. I have great credit and do not want 6.53 to affect my credit worthiness.

Business Response:

Hello,

I spoke with this customer today.  I assured her that her account issues have been taken care of.  In addition I have sent her contact number to our 3rd party vendor to delete her number from their call list. 

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

Regards,

***** **** 

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

2/13/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: The North County Times has consistently failed to deliver our Sunday subscription. I purchased our two additional subscriptions around July 1, 2012. After three weeks of non-delivery, I contacted the Circulation Systems Administrator and was told on July 17, 2012 that the service would start. We did not receive the additional papers. On August 8, 2012 I sent another message to the same person that we had not received our papers. I was provided with the names and email addresses of the delivery manager and his boss. I sent an email to both and never received a response. The papers were still not delivered. I followed up again with an email to both on August 23, 2012 and again never received a response. We moved apartments within the same complex and I faxed our change of address to the main office. On September 1, all three of our subscriptions were finally delivered - but to our old apartment. I sent an email notifying the Circulation Systems Administrator, the delivery manager and his boss of our change of address AGAIN. I did not receive any response. The papers were not delivered at all the following week on September 9, 2012. I submitted a complaint via their online complaint messaging and received a confirmation email of my complaint submission. I also made three phone calls to subscriber services. Our papers were not delivered on October 14, 2012 and I submitted a complaint via the online system and also called subscriber services. We did not receive our papers on November 11, 2012 and I contacted subscriber services via phone. I have never received a phone call or email from anyone at the NC Times to follow up with our delivery issues. Delivery was missed another 2 times since November 11, 2012, most recently on December 30, 2012. I have sent e-mail complaints to every contact I have and have called every number available. After six months, this problem should be resolved.

Desired Settlement: In consideration of the number of papers that have been missed and the monetary outlay for purchasing my papers at newsstand prices, all three of our subscriptions should be extended for one year at no cost. If we decide to continue our subscription with the NC Times after the extended year, we should have the option to purchase our subscriptions at the original discounted rate for an additional year.

Business Response:

Hello, 

I spoke with our customer and resolved the delivery issues.  Our resolution consisted of 1) 3 months credit on each subscription  (for customer, her mother, and her boyfriend) 2) spoke to distributor in the area to ensure delivery issues are resolved and consistant deliveries are made. 3) provided the necessary training oportunities to our agents at our call center to better assist our customers. 

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

Regards,

***** ****** 

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

2/11/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have repeatedly requested to be removed from the delivery list of the Tribune. Even though there have been many phone calls and emails, I continue to receive the newspaper in my driveway. I do not want to receive this newspaper. The Tribune uses a sub-contractor for this. They refuse to withhold payment from the vendor and do not seem to have a means of controlling their delivery. I have to pick up the litter on my driveway and dispose of it. I am not paid for this inconvenience and for my time spent on managing their sub-contractor.On 2/6/12, I was informed by **** ****** that she was working with the owner and managers of their sub-contractor to remove me from the list and to monitor my address. However, I again received the paper on 2/19/12. After that point, on 3/4/12, I contacted the Chamber of Commerce for assistance in managing this sub-contractor as I was still receiving the paper (at times receiving 2 papers on the same day). On 4/23/12, I contacted the Tribune again. On top of the paper delivery, there were Tribune employees coming to my residence trying to sell their paper. I submitted a BBB complaint at that point and requested for all contact from the Tribune to stop.This continued throughout the end of 2012 and in January I reached out to **** ****** again to request for all deliveries to stop. I was informed that she had tracked down the error and was working on it. However, today I again received a newspaper.I want this to end now and would also like compensation for my time.

Desired Settlement: I DO NOT want to receive any further newspapers from the Tribune. I would like to be compensated $100.00 for my time in corresponding with the Tribune and Chamber of Commerce as well as for picture text messages I have had to send myself as "proof" to the Tribune each time I contacted them.

Business Response:

Hello,

I assure you UT San Diego has followed all protocol to flag your address as both DO NOT DELIVER and DO NOT SOLICIT as well as taken additional steps to communicate your request. These lapses are a result of human error at some level and not as a result of UTSD's disregard for your request.

I have notified ***** *****, VP of Circulation, Distribution and Operations. We have identified where the break down occured and have corrected that issue with the 3rd party distributor. He will follow up weekly behind the carrier to ensure no deliveries have been made. 

We value our customers and the goodwill of our community.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

A better form of commitment after this chronic issue, would be to monetarily penalize the delivery company each time they make this type of mistake. I guarantee they would figure it out quick.

Regards,

****** ********* 

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

1/30/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a young man stop by my residence promoting the UT-San Diego news paper. He explained that he was promoting this news paper and in turn was receiving promotional points or some sort of donations from UT-San Diego for a college fund. I dont normally read the news paper, however I wanted to help the young man out for this good cause. I was given a small order form which had options of how many times and what days the news paper could be ordered and the different costs. From that form I decided to purchase the $20.00 option which entailed that the news paper would be delivered 3 times a week "Friday, Saturday, and Sunday". This transaction went on in the Month of October of 2012; with that being said I have received 2 news papers since I put in my order. I have called and complained to UT-San Diego atleast 6 times with no results of this issue being resolved. I also have a neighbor who I can not speak for personally but through friendly conversation have found out they are having the same exact issue. I am not upset so much about the $20.00, however I am very disapointed and disgusted with the unprofesionalism and false advertisement of the product that this very well known news paper company is producing.

Desired Settlement: I would simply like a refund and to not ever be bothered with a UT-San Diego solicitor again. I would also hope that this information saves others their time and money before making anymore business transactions with this company.

Business Response:

Hello, 

I have attempted to make contact with customer on 1/8/13, left voicemail for return call.  Have not received a return call.  Stopped paper and processed a refund back to customer in the form of a check. 

thank you

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

1/15/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have continual problems with getting my paper delivered. I have called numerous times, sent numerous emails, been left on hold for eons...all with promises that this won't continue to happen. No paper last Friday, no paper yesterday and again no paper today. I can't seem to reach anyone at the paper yet again and neither the online system or the phone system cusomter service/delivery issue features work. Also no way to cancel online or via the internet. I'm having to cancel all charges through my credit card company because I have had absoloutely no luck with this paper. They are completely unreliable and completely unresponsive.

Desired Settlement: Refund

Business Response:

Hello, 

Customers account has been stopped since 1/11/13.  A refund of her last debit to her account was issued back to the American Express card on record.  In addition there has not been any charges to customers account since 12/3/12.  

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

Regards,

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

 

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

1/2/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In January 2012 I stopped receiving newspaper delivery from the San Diego Union Tribune; however, they have continued to bill me. I called the cusotmer service number and spoke with *******. He accomplished my primary objective to have the charges stopped. Unfortunately, he could not authorize a refund for the months in which the Union Tribune charged me, but but did not provides goods. Since Customer Service is not authorized to provide a refund, I have turned to the BBB to get the attention of someone who can authorize it. Further, I spent less time submitting this complaint through the BBB than I did on hold with the Union Tribune.

Desired Settlement: Refund all the payments I made since January 2012.

Business Response:

Hello,

 

We are currently working on a field verification with our area manager and will provide a detailed response once we have conducted our research.  In addition I have left 2 messages with the customer to inform him of our actions.

Consumer Response:

Better Business Bureau:

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

Verifying my complaint is not an action for resolution.  I will consider this resolved when I receive a refund.

Regards,

****** ****** 

Business Response:

We are deeply sorry for the delay.  We have processed a refund in the amount of $164.89. This check will be processed next wednesday on our weekly check processing day.

Thank you for your patience

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

 

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

12/26/2012 Delivery Issues | Complaint Details Unavailable
12/26/2012 Problems with Product/Service | Complaint Details Unavailable
12/19/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my delivery in October and have called many times and still no refund. They owe me $47.11 for ending my service and I want them to send me a check.

Desired Settlement: Send me a check.

Business Response:

Hello,

We do are truly sorry for the delay.  A refund check will be processed back to the customer in the amount of $47.11. Our checks are processed on mondays and are sent out on that friday.

Thank you

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

12/17/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: my paper is ALWAYS delivered late on weekends (from one to three hours)and occasionally on weekdays...I have lived in several other areas of SD and have not had this problem before...believe it is due to the carrier.

Desired Settlement: if necessary, replace the carrier.

Business Response:

Hello,

An area manager is aware of the late deliveries and we are currently working on improving our deliveries.  We do anticipate a few more late deliveries until after the holiday season.

 

Thank you for your patience

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

 

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

12/17/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: We did not get our Sunday Newspaper. I called on Sunday left a message for redelivery since this is an option. WHY OFFER THIS OPTION IF YOU ARE NOT GOING TO HONOR IT? I emailed Sunday requesting my Sunday paper on Sunday, the caption on the email states, "WE MAY TAKE 24-48 HOURS TO RESPOND - Really?? Monday passed & still no paper, no response per my Sunday notifications - I was away most of the day or I would have called. I just expected my paper to be there when I got home. No call/email on Monday from the UT customer service/etc. Tues 12-4-12 I called at 8am and got *******. She took some notes told me my notifications were received and the carrier had been notified but she made empty excuses to me like - "it's a busy time of year." WHAT? I KNOW THIS... THIS IS WHY I WANT MY PAPER? I AM PAYING FOR A PAPER DELIVERY. LAST I KNEW... TAKING MY MONEY IN AMERICA & NOT COMPLYING IS CALLED FRAUD! I told ******* I wanted my paper today. By 2pm still no paper. I called and got ******. ****** says they don't do follow-up calls on customer service issues, that's why I never received any response from UT on Monday. He gave me many canned answers & I asked to talk to a supervisor. I got ***** the floor supervisor of customer service. I explained to ***** I wanted my Sunday paper today. He told me he could see all of my notifications. He said he can see many correspondences with other employees related to my matter & did not know who else to contact. It looked like all the necessary people are notified & they should be getting my paper delivered. I told ***** if I did not have my paper today by 5pm I was contacting the BBB. He said he did all he could do & he would let "the others" know. *****, seemed like he was trying to help, but his co-workers seemed to just ignore all of his requests to get the employees to do their job. It's after 5pm & still no paper... guess the delivery guy really is running the show here??

Desired Settlement: I want my Sunday paper. I want my money refunded & I want to know an exact name, email address & phone number so I can contact someone directly the next time I have an issue because I jumped through all the hoops the UT suggested from their 18005338830 number & website & NOT ONE EMPLOYEE COULD GET ME MY PAPER. I want my paper each and every day I am paying for it until my subscription expires & if it does not happen I'd like to be able to contact someone to see I get what I am paying for.

Business Response:

Hello,

I spoke with Our Customer about the delivery issue.  I have forwarded this issue on to our area manager for review and resolution. I have provided 1 month of delivery service free to our customer and sent her a $10.00 gift certificate.

My contact information was given to the customer .  **** ********* ************ *** **** or ************   email address **************@utsandiego.com

 

After speaking with our customer she approves of the actions I have taken and complaint issue has been closed

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

12/12/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: for 2 months the paper has either not been delivered,thrown in the bushes where we cannot retrieve or been 3-4 hrs late. they have damaged plants, some 20 yrs old ruined and have almost broken stain glass window worth several thousand dollars. i have called 15 times to have a manager contact me to discuss these problems, i have not recieved any call back and the service remains horrible.

Desired Settlement: i want full credit for the past 2 months and i want reimbursement for damages to my plants. it is unbelievable that a customer service manager has not called me to rectify this,horrible, horrible service !!!!!

Business Response:

This complaint was escalated to our Route Manager on Nov 19. They contacted Mr. ******* personally and worked out a paper placement for on going deliveries. We were told they also discussed damage and reached an agreement that he was not certain it was caused by the carrier.

The distributor provided Mr. ******* her contact information if there are any future issues. 

They forgot to send us the resoltuion in a timely matter so we could respond.  Please advise if anything futher needs to be done. 

 

Consumer Response:

Better Business Bureau:

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

Regards,

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

yes, they have assisned a new carrier, but i was not given an answer on my plant damages and credit for last 2 months service,we discussed both but no assurance was given on damages, i DID NOT say i wasnt sure the carrier did the damage because i am VERY SURE THE carrier did do the damage !! the papers have begun to be put on the porch as requested, that part is ok. 

Business Response: The Distributor contacted Mr. ******* earlier today and we were told that they agreed on a dollar amount to compensate for the plant damages.

In addition, I confirmed that we have credited his account 8-weeks. His adjusted 'paid to' date is now 1/27/13.


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

12/7/2012 Problems with Product/Service | Complaint Details Unavailable
11/26/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I tried to cancel my auto-pay for the newspaper. They said they would confirm concellation. After several requests, they have not confirmed cancellation.

Desired Settlement: Cancel my subscription

Business Response:

Hello,

I have attempted to make contact with the customer by phone and email.  The customer's cancellation of automatic deduction has been cancelled as of 11/10/12 

We currently do not have a notification of cancellation process at this time.  We are looking into an email notification that has not yet been implemented. 

thank you

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

11/26/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: For some unknown reason the U-T has stopped delivering my North County Times version of the U-T, beginning about October 28. I phoned their service center number and was told by their person that he did not know why the delivery had stopped, but that he would have it started the next day. The paper continued not to be delivered. I then emailed them using their contact me address with my complaint, and the web site said that I would be contacted within 48 hours. Over a week later I have not heard from them. I do not know of any other way to contact them. In addition, I have not been notified that my remaining subscription has been refunded.

Desired Settlement: I want my paper to be delivered as it was in the past.

Business Response:

Hello,

Direct action has been taken.  Our area Managers have been notified of the delivery issues. 

I have spoken with the customer and provided him with our direct number here in the office should he have further concerns.  In addition I have given him 30 days credit on his account. 

thank you

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

11/26/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife is mostly housebound and the paper is one source of enjoyment for her. Ever since UT took over North County Times, delivery has been sporadic at best. I have complained many times. On at least two occasions, I have been promised delivery within 90 minutes; it has never been delivered on these occasions with the possible exception of delivery the next day (An unacceptable solution because of my wife's needs.) I have cancelled my subscription and asked for a refund of my charges. I have also offered to resubscribe if they can reliably deliver the paper at no charge for one month. I also work as a psychologist in North San Diego County and the paper sometimes has local news pertinent to my practice. My neighbor gets reliable delivery.

Desired Settlement: Described above. Refund and reliable delivery for one month free at which point I will resubscribe.

Business Response:

Hello, 

We are taking direct steps to resolve this on goind delivery issue.  I have spoken with the customer and have provided them with our direct line.  In addition have given them 30 days credit.

 thank you

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

11/15/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am STILL getting the UT junk paper on my driveway. I have left it there - come clean it up ASAP. So UT is still up to it's usual BS. 6 months go by and now it's back. Why does this company have an A rating? Seems like F is more fitting. Last go around I was given the number below but no answer and a voice mail with no description on who I am calling. Please stay out of our area - NOBODY wants this junk paper on their driveway. We get enough crap in our mailbox. WTF - do I have to sue you over this? Seriously? U-T union tribune local community values ************ ******* ******* ********@gmail.com Apr 26 to me. If the community values paper arrives on my driveway again call. ******* ***** directly and person delivering to route will be fired. Do not pick up the paper, leave it there.

Desired Settlement: A PERMANENT solution. If this means you can't deliver to our area because you hire people too stupid to read an address then so be it.

Business Response:

Hello,

I have contacted our 3rd party delivery service. They have confirmed the pick up of the publication and are resolving any ongoing delivery concerns. 

thank you

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******.

I have no doubt I will be writing you again in the next 6 months to complain about this irritating company that does not seem to have any long term solution to their neighborhood littering program.

Regards,

******* ******* 

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

11/15/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We signed up for a 3 month subscription to the paper, when it ended we chose not to renew. We were contacted on several occasions by representatives of the UT and we had told them repeatedly that we were not interested in renewing. We continued to receive the paper for approximately 2-3 months, and they now are hassling us for payment those months we received the paper despite our interest in receiving it. We feel once we told them we were no longer interested on multiple occasions, we should not have to pay for those months they chose to keep sending it.

Desired Settlement: I would just like them to stop hassling us over this matter, and would like to inform you on their doings with paper delivery.

Business Response:

Hello,

We show no recent history of attempting to contact customer in regards to past due balance or to aquire customer back as subscriber.  Our history shows that the customer signed up with us in July 2011 and had made last renewal payment on 12/12/2011.  We had sent renewal notices and phone contact was made with customer on 7/11/12.  At that point customer was quoted as saying " the mrs. takes care of the billing".

On July 28, 2012 the customers balance was wrote off by our company and not additional phone calls have been made.

I attempted to make contact with customer at phone number give on 11/1/12.  Left voicemail to obtain additional information on complaint. As to when the phone calls were received. In addition I have sent an email and received the notification of delivery failure to that email address.

At this time there is no payment required by customer nor is their phone number being called by our retention department. 

thank you

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

11/9/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been receiving unwelcome solicitations from the Union Tribune newspaper for almost 3 years. I have repeatedly asked to be on their do not call list, I've had the number being molested added to the national do not call registry and I still receive 10-15 calls per yer from Union Tribune - one just about 30 minutes ago from one of their contractors. Just last month, I received 6 calls in 13 days and escalated this with pictures and documentation of the abuse. Unfortunately, they are now targeting this same number with third-party contractors. The contractor name is CIRCULATION TECHNICIAN, www.cirtech.us. ****** ***** advised me that he will ensure that my name is removed from their internal list. How many other contractors are there and will there be. How can I permanently stop this abuse?

Desired Settlement: I am to the point of filing a Police report but I was also advised to report to yourselves.

Business Response:

Hello,

After our researching this customers complaint this is what we have found:

The customer had been a subscriber up until 9/10/2011. During that time we would not have conducted phone solicitation since customer was an active subscriber. After that time period however we would have contacted customer to attempt to obtain as a subscriber again.

We sent a file to our out bound call center on 9/10/12 and this customer was on that call list.  The customer contacted us on 9/25/12 to be taken off our call list. Our outbound call center does acknowledge contacting the customer on 11/1/12 .  At that date the customer was placed on our Do Not Call list.  We have also informed them not to attemp another call. 

We are deeply sorry that the customer was contacted one last time on 11/1/12. We will no longer contact this customer.

Consumer Response:

Better Business Bureau:

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

Regards,

** ***** 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

** ***** 

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

10/22/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: i signed up for a youth fundraiser type of deal where i paid i believe $0.02 to receive the Sunday paper for 1 year. I received the paper for 3 weeks. I sent an email to UT San Diego informing them of the situation and was informed by the customer service rep that the issue would be corrected and i should start to receive the paper again. i asked for the paper that was missed this particular sunday to be delivered and was informed i would receive the paper in 90 minutes. i am still waiting for that paper to arrive. another sunday has come and gone and again, no paper has been delivered. i am very disappointed in union tribune as i really enjoyed reading their paper. i usually purchase a sunday paper, but this was a great deal. i was even ccontemplating signing up for a subscription. that is not happening now.

Desired Settlement: not sure what can be done for disappointment.

Business Response:

We are deeply sorry that the paper has not been delivered. We have taken direct steps to ensure that this sunday paper will be delivered and going forward.

 

The division manager and the distributor in the area have been notified of this issue and will resolve it with the carrier.

 

thank you

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

10/9/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My paper carrier has not received the tips I have electronically sent along with my subscription amount in over two years. I found out accidentally when I noticed the date on my latest invoice was incorrect, and I called customer service. After a lengthy conversation, it became clear that my carrier was not being forwarded his tips. They had arbitrarily extended my subscription instead. I got up early the next day to speak with him. I was really embarassed especially since his excellent service had not waivered. He did explain that he and other carriers were no longer receiving tips, and that they were charged $10.00 whenever someone called to say they had not received their paper-no matter the reason.

Desired Settlement: I would like the UT to give my carrier his tips-$15.00 per subscription period that I paid.

Business Response:

Hello,

Mrs. ***** has been paying her UT subscription through bill pay by her bank. We receive payment in lump sum, which has been applied directly to her subscription. Bill pay does not provide break down of payment with options for carriers.  I have spoken with our customer on 2 separte occassions and she does have an understanding of how the payment system operates.  I have provided her with options below on how she can tip her carrier.

1)customer can send paper check with detached bill with a place to put tip amount for carrier

2) we have a separate billing portal she can utilize and has option to place tip.

3) she can tip carrier separately and directly to carrier 

thank you

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that it is what I was told during the telephone conversation.  I understand the UT's policy and know the ways I can assure that my carrier will receive his tips. 

I still believe the "policy" to apply over-payments to subscriptions rather than as a tip to the carrier is an unfair (to the carrier) business practice.  My husband was a carrier when he was a kid and knows first hand that the carrier gets taken advantage of at every opportunity.

I have tipped my carrier two year's worth and realize that it is the only satisfaction I will receive in this matter. 

I hope other carriers have been made aware of the "glitch",  and will advise their customers on making payments in a way that assures them of receiving their tips.

Regards,

***** *****

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

9/20/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: delivery of my tv magazine. i ordered the tv magazine for three years, and every two or three months the delivery person forget to deliver my magazine so i call the delivery problem phone number for help in receiving the tv magazine, and time, & time again i am told that the news person will deliver my tv magazine either sat, or sunday, but i have to do with out the tv magazine until the next week.i am mad as hell. i paid for the magazine so i want i paid for.

Desired Settlement: the delivery people need training, or to be told how to do there job right.

Business Response:

Hello, 

We have taken direct action to ensure that the customer receives the TV Weekly accordingly.  In addition the distributor for this area has confirmed that he will address this with the carrier.

Thank you for taking the time to notify us of this situation.

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

8/31/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have called 3 times to stop the delivery of the U-T San Diego "Community Local Values" advertising. I never asked to receive this and each time I've called they have told me they would remove me. But nothing gets done. I continues to litter my driveway. If I am out of town it would pose an even more serious issue. Why this requires such effort on my part for something I never asked for baffles me.

Desired Settlement: I want to be removed from the delivery list of all U-T San Diego products.

Business Response:

Hello, 

I have researched this issue and have sent this information to the manager of our 3rd party distribution company.  He has assured me that direct action will be taken to ensure that this issue does not continue.

Please accept our apology.  It is not our policy to continue delivery when a customer requests not to receive the product. 

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

8/28/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Greetings, Months ago I had my phone number changed due to the ridiculous amount of phone calls from the San Diego Union Tribune. I was receiving between 2-3 calls per week from their telemarketers. I was very civil and direct in asking them to not call me again. Sure enough within 2 days the phone would ring it is was them again. I had the number changed. A number I had for many years. Now they're at it again. 3 calls in the past week. I'm not civil with them anymore. My number is on a no call list but that doesn't seem to phase management at U-T. I have grown very weary of this nonsense. I ask your assistance in ridding this organization out of my life. These characters had the nerve to call me at 8:50pm last night. I was less than impressed and made it very clear. Any help would be appreciated. Thank you in advance,****** *******

Desired Settlement: I would appreciate the BBB notifying them to stop. I understand that I did not furnish my phone number to you, but I'm very skittish and I DO NOT trust the U-T one bit. I understand that the newspaper businesses are barely holding on but it's not my problem. Thanks again.

Business Response:

We contacted our telemarketing vendor and their records show they called 760.723.8995 on August 16, August 20 and August 22. They never made contact with anyone until the evening of August 22. At that time, they were asked not to call again. They put the number on their DNC list and have not called since.

We had the 760.723.8995 phone number associated with a subscriber in our database which was the reason for the calls. The number has been added to our internal DNC list now in addition to the DNC list of our vendor.

We do our utmost to adhere to DNC requests at all times.

Thank you for alerting us to this issue and allowing us an opportunity to address it and take the necessary steps to prevent further calls.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Thank you very much for your help. I am forever grateful.

Regards,

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

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

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

Complaint: I signed up for a trail, 4 week, subscription the U-T to be delivered to my home. I signed up outside of the commissary on Miramar Air Station. This was around the end of June. I started getting the paper about 1.5-2 weeks later. I received a phone call from someone at the U-T, about this same time, asking how the delivery was going and if I thought I was going to renew my subscription. I told this person that I had just started receiving the delivery and we, my wife and I, were not sure if we were going to renew at that time. I was informed that a renewal notice would be mailed to me and if I wanted to renew the subscription to just mail it back in. I was also informed that when I signed up for the trial subscription that it was NOT on automatic billing/renewal since I had to use a debit/credit card.On 27 July $11.92 was charged to my debit/credit card from the U-T for subscription renewal. I called the phone number, 619-299-4141, associated with this billing and informed the person I spoke to that I did not want to renew the subscription and to refund the $11.92. I was told it would be refunded in2 business days. This business refunded $11.08 today. I called them back to asked why the whole amount was not refunded, they informed me that it was billed on 27 July and I spoke to them on 31 July they would keep the 84 cents. I told the person on the phone that my trail subscription was only for Thursday-Sunday and if I contacted them on Tuesday to cancel this subscription why was I charged 84 cents for days I never received a paper. I was informed that a request for the remainder of the refund would be put in.This is shady business in my book. Not informing me that they had my debit/credit card set-up for automatic billing and then not informing me that they wished to prorate something I was not receiving. This is bad customer service no matter how you look at it.

Desired Settlement: I wish to have the remainder, 84 cents, refunded. I would also like an apology for being lied to about the automatic billing.

Business Response:

After researching this account we refunded the additional .84 back to Mr.******** on the Visa card ending in **** August 7,2012. 

The order we received from the representative at the commissary was for delivery of Thursday - Sunday and 7 days a week access to our digital products. For a time period of 4 billing cycles, to be automatically dedcuted from the customers credit card. In appreciation of signing up for a subscription the customer received a gift premium of $15.00. 

It is not our practice to provide incorrect information to our customers. The representative and this incident has been addressed.

We sincerely apologize for the inconvenience this may have caused,

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ******** 

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

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

Complaint: I signed up to have UT newspaper delivered to my house. I signed up at a booth during a street fair in Carlsbad. Even though I was given a promotional item I was never given or sent any newspapers. It was a month and a half not one newspaper was delivered to my house. I called multiple times to have my full refund given back to me 06/18/2012 Debit Card TransactionUT *UNION TRB SUBSCR 619 06/16UT *UNION$19.95 However nothing was ever given back. I was even told by a supervisor that I would be able to have a full refund sent to me in a few days. it has now been over a month and I still have not received any of my refund. I am very upset and disappointed. I believe with the help from the BBB I will finally be able to get something accomplished. I truly hope this can be resolved in a timely manner. Thank you very much. ****** **********

Desired Settlement: I would like to have my full refund given back to me as promised by Union Tribune. The amount of 19.95. I would also like a formal apology letter written by John T. Lynch Vice Chairman & CEO. I feel its only fair to hold these companies responsible for their actions. If we as consumers let them get a way with this kind of business practice what will prevent them from doing it again to another person? I will not stand for this at all. Please BBB you have always shown to be a loyal company.

Business Response:

After researching this complaint we authorized a refund for $19.96 back to Mr. **********'s Visa card ending in **** on July 31, 2012. However, the reason for the delay was not intentional or the result of a "business practice". The refund was not processed in a timely manner due to the failure by the customer service agents to process the correct transaction to initiate the refund process. We as a company are very sorry for the unnecessary delay and any anxiety this may have caused Mr. **********. If the agent had followed procedure he would have had a refund within 3-5 business days of his call as promised. In light of this complaint and our research the agents involved have been provided additional feedback and coaching.

We are sorry to have lost Mr. **********'s business and regret that we did not have an opportunity to try and resolve any delivery issues he had. Our records indicate this is the second subscription that he has started this past year both while living at *** ****** **. The first one started at Unit #** November 2011 and this recent account started in May 2012 at Unit #**. There are not records of any calls or emails from Mr. ********** to alert us to the fact that he was not receiving the newspaper as ordered. The area distributor advised us that this complex is gated and the manager will not allow our carriers access. Therefore the papers are labeled and delivered over the gate as we can not access individual units. He told us they call new subscribers to advise them of the situation and alert them to look for their paper at the gate. It appears by this complaint that Mr. ********** was not aware of the delivery location and why. Normally, if we receive a call for non-delivery the carrier receives an alert and could have called the customer to discuss possible alternative delivery options.

Sincerely,

**** ******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ********** 

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

7/6/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The U-T Spanish language newspaper/ad bundle 'Enlace' won't stop being delivered to our address even though I emailed ********************* and ************************* on 5/12/12 requesting it to stop. It was never requested to be delivered here by us in the first place, and we don't even speak Spanish.

Desired Settlement: Stop delivering Enlace, or any other newspaper and/or ad bundle we haven't requested, to our address.

Business Response:

Hello,

I have contacted our 3rd party distributor to ensure that there will be no more deliveries of the Enlace product or any other products that is distributed. 

thank you for your patience in this matter

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the business restarts delivery of Enlace or any other publication, as I seem to remember it doing in the past at a previous address after a complaint was filed and closed similarly, I will reopen the complaint.

Regards,

******** ***

 

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

6/22/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I do not wish to receive the North County Times newspaper in my driveway. My first request to stop delivery was over 3 years ago when I first moved to the area. Despite several requests in the first year, I had continued to receive the newspaper in my driveway. In 2011, I called about 10 times and spoke with people from the circulation desk to the Advertising department. Each time I explained my situation, Provided my address, and emphasized the dilemma. In addition, I typically left voicemails for others in the same department and/or left verbal messages with other staff. I requested to talk to the senior person in regards to this matter (and have successfully done so). Each time, I was informed that there is a sub-contractor involved and that they pass the information to them but that they have no way of ensuring this list is followed. This is unacceptable. It is not my responsibility to continue to receive such paper waste / spam because The North County times cannot figure out how to manage a sub-contractor. In October 2011, I spoke to ***** ***** (********* *********** ********) and he was able to stop the delivery. However, over the last couple of weeks (beginning in May 2012), I have begun to receive this newspaper in my driveway again. I have received the newspaper twice since the delivery restarted.

Desired Settlement: I do not want to receive the North County Times in my driveway or anywhere else on my property. In addition, I do not want anyone to come to my door to try and sell me the newspaper either.

Business Response: I will contact the company delivering this product and ask it be verified for non delivery. The last recorded request is September 2011 so I will ensure it stops again permanently.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

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

5/22/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have not been able to stop the North County Union Tribune to stop delivering to my home. I have never ordered a newspaper from this company or any other company. I have six documented attempts, where I have included decision makers from Circulation to any related department. The reality is that I have well over 10 attempts to stop the delivery of this newspaper. Each attempt typically included multiple emails, image attachments, phone conversations with the Tribune, their sub-contractors, etc. I have also reached out to the Oceanside Chamber of Commerce to assist but has also not resolved.The longest period we enjoyed without this paper was in this incident where it had been forty-five days. The bad news is that 3 different salespeople, over the course of the 45 days, from the Union Tribune or representing the union tribune came knocking at my door to try and sell it to me. Never had it and probably never will.It is litter, waste of paper, waste of gas, a false circulation number for advertisers, and is forcing marketing material on us.Here are some of the people that I sent requests to, talked to, emailed, etc: ***************************************************************************************************************************************************************

Desired Settlement: Stop throwing newspapers at my house and stop trying to sell me your newspaper directly or through any of your partners. REMOVE. Never be called, visited, by the Union Tribune or their agents. Never receive their newspaper again. Never receive marketing material by postal mail.

Business Response:

We received confirmation from our contracted Distributor that the carrier in the area was not following her throw list for SD Xtra and instead was delivering the product somewhat randomly. She was alerted to this complaint and to the seriousness of delivering to household who have requested non-delivery.

She has been instructed to adhere to her throw list going forward and the Distributor indicated he has not had any prior issues with this person and is confident the matter will not recur.

Regarding the door solicitaion, the address is on our Do Not Solicit list and a reminder was sent directkly to all sales crews to not attempt to sell subscriptions here.

We regret the errors that lead to the unwanted deliveries and soliictation and will ocntinue to work with our vendors to comply with the consumer's wishes.

SIncerely,

**** ******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

On 5/11 I had a door-to-door salesman again try to sell me your newspaper, so this has not been resolved. The gentelman was very nice but I do not want any sales people at my door, even if they are nice.

Regards,

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

Business Response:

We were able to contact the manager of the crew working the Oceanside area and he said all sales reps were provided the list of do not knock households. However, they confirmed that one of their sales rep did not follow the list provided. He will be provided additional training and coaching based on the information provided by the consumer.

We regret the inconvenience and will continue to work with our vendors to honor the request to Not Solicit the property in question.

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

4/24/2012 Problems with Product/Service
4/16/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a subscriber of the Union Tribune newspaper (U-T San Diego) for at least 28 years. I decided not to renew my subscription last December, and did not send in the subscription renewal form. On or about December 27, 2011, I received a telephone call from the newspaper, asking me if I wanted to renew my subscription. I said "no". Today (April 4, 2012) I received another telephone call from the newspaper, telling me I was $15+ in arrears, and offering me special terms if I renewed my subscription. I asked the woman who called why I was in arrears for $15+. She responded that was from December 27, 2011 to current date. I told her that I had specifically NOT renewed my subscription--not orally nor in writing--on or about December 27, 2011, and I had no intention to pay for newspapers delivered to me without my authorization. I expect that "arrears" charge to be removed, and that I be notified of its removal by e-mail or by ordinary mail.

Desired Settlement: Remove the disputed charge, since I did not authorize--either orally or in written for--the papers to be delivered after December 27, 2011 (on or about). I request that I be notified of the removal of the charge by e-mail or regular mail. ***** ***** **** ******** ***. La Jolla, CA 92037 *********************

Business Response:

Hello, 

Thank you for notification.  We will take care of the balance owed.  Just for notification,  we place in the top right corner of the renewal notices a diclosure that indicates:  if you choose to cancel please notify us to stop the delivery if not your subscription will automatically renew. 

thank you again

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

4/3/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife clearly does not speak english, and somehow a San Diego Union Tribune representative was able to elicit from her, her checking account information, and sign her up for a newspaper subscription, with the payments automatically being debited from our checking account.Neither she nor I have ever, or will ever be interested in receiving newspapers. Furthermore, Union Tribune newspapers were never delivered to our house, we just had our account debited for $10.01 each month, since November. My wife was taken advantage of completely, and I don't feel it is right on the behalf of SD Union Tribune.

Desired Settlement: a total of 5 payments of $10.01 were made beginning in November. I would like a refund of $50.05, as no newspapers were ever delivered, and neither my wife nor I willingly entered into a contract to receive the newspaper.

Business Response:

Hello, 

We are sincely sorry for the situation that has occured.  We have processed a refund for all monies with drawn from the customers account.  Please allow 14-21 days to receive this refund in the mail. 

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

The response made by the business in reference, San Diego U-T, said the refund may take from 14-21 days, so I will monitor my account and follow up with you again if it hasn't yet been processed at that time.

Regards,

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

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

3/15/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I've written to the San Diego Union Tribune three times now in an attempt for them to stop littering my driveway with this junk mail paper. It's bad enough when junk mail arrives in your normal mailbox but littering on my property is another issue. The latest junk paper I received today 7/24/2011 is titled sdExtra from the San Diego Union Tribune. I would like to permanently opt out of receiving any advertising from the San Diego Union Tribune. So far my repeated attempts have fallen on deaf ears. Had enough which is why I am writing this complaint. Sincerely, ******* * *******

Desired Settlement: Permanent removal from all San Diego Union Tribune paper landing on my driveway. Better yet, just put a ban on my entire street so the delivery drivers don't get confused.

Business Response:

Thank you for informing us of you continued request to stop the deliveries of our ad products.  I have taken steps to alert our distributors and managers of the delivery issues. 

thank you again for your information

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ******* 

Business Response:

I apologize for the delayed response but we wanted to work with our contracted distributor to provide us with what additional steps can be taken to comply with Mr. *******'s request.

Since his initial contact we have maintained his address on all of our internal do not deliver and do not solicit lists. Below is the response from our vendor as to the additional steps they have put in place to prevent delivery of the specified products.

Thank you for alerting us to this issue.

This has been added it to our very important DND list and the following procedures will be done:

-          This address has been marked in our geofence

-          Alert will be sent to DCM and the entire ACI  team as soon as the IC gets close to the area

-          Communication will be established with IC to make sure product is not delivered

-          DCM will be at the address for the next 4 weeks to assure product is not delivered

-          Picture confirmation will be sent by DCM to confirm no delivery has been made

Sincerely,

**** ******

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

3/5/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: UT Paper automatically pre deducts monthly cost of subscription from my bank account. They increase their rate and deduct a higher amount without any notice to me or obtaining my approval for the higher rate.

Desired Settlement: Am seeking advise if this is a legal practice and wish to complain that this is a unfair action by this company.

Business Response:

I have attached a copy of our auto-debit (Easy Pay) authorization form and highlighted our disclosure regarding rate changes. Our regards indicate that Mr. ***** enrolled in our auto-debit in July 2008 and would have agreed to the terms at that time. We publish our policy to guarantee rates for 26-weeks and after that point they are subject to change. Changes must be greater than $10 for advance notification to be provided. I confirmed that Mr. ***** was on his previous promotional rate since February 2010 well over the 26-week period and that his rate went from $12.24 to $15.54 which is below the threshold.

Our company adheres to all PCI and banking regulations for payment processing. However, we also recognize that for some people a change less than $10 can be significant. Therefore we have other payment options available. If Mr. Prine would prefer notificiation he can switch to a "billed" term instead of the auto-debit. Statements are sent out 30-days prior to expiration allowing time for a customer to contact us if there is a concern about their rate. We also have a billing website that allows a customer to set up auto-debit with a threshold that will alert them if their pending payment is over that amount. Either of these options seem like they would work better for Mr. *****.

If he is interested in switching payment methods please let me know I will update his account or he can call us at 619.718.5005 for assistance.

SIncerely,

**** ******

Business Response:

I researched the source of Mr. *****'s start in July 2009 via one of our online portals and he is correct that the disclaimer was not presented to him on that site. That is an oversight on our part and is being corrected. Thank you for bringing that to our attention.

Our bills and disclosure notices (which are delivered via email or with the newspaper monthly) clearly state that prices are subject to change without notice. We advise our EasyPay customers to check their statements monthly to confirm charges. Our policy has been in place since 1998 when we first offered auto-debit as a payment option to subscribers. The company policy to provide notification only when a change is greater than $10 was veted at that time and has been in effect ever since.

I can understand Mr. *****'s situation and concerns. I have reversed the recent increase and moved his rate back to $12.24 which is the rate he was paying before. I also added an adjustment of $3.31 to cover the amount of the increase so he receives full credit. This moved his payment expire date from 3/11 out to 3/19. Please note that our current introductory price for the same service is $23.76 so Mr. ***** is on a very discounted rate (even with his recent increase. The full published rate for that service is $29.12.

Another improvement we are making is a change to our pricing so that the best rate is not tied to the auto-debit option. This change is being implemented in early March. Finally, as mentioned in my first response,  we have our new billing portal that allows customers to set a threshold for payment authorization. Customers who enroll via the billing portal an alert when a debit occurs and a warning if the debit exceeds their personal threshold. I strongly encourage Mr. Prine to contact us at 619.718.5005 to help him set up his payments through the BillTrust site. It is important to understand that because he is on a discounted rate it cannot be guaranteed for more than 26-weeks so the issue of an increase still exists. That is why I recommend the BillTrust option for him.

**** ******

Consumer Response:

Better Business Bureau:

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

Thank You for your assistance with this matter and although I am rejecting the offer from the Union Tribune provided most recently by **** ******, I am choosing to end my business relationship with this company and will not be seeking any further arbitration from you on my behalf. It is my wish to receive the remaining paper subscription copies which I understand run through March 19 and at that point I will consider myself no longer a customer of the UT San Diego. As in the past, my replies have been forwarded by you to the UT & I assume this message also will be sent, thereby notifying Ms ****** to cancel any further auto debits of my bank account. I feel it unfortunate that I must cancel but it is also true that this action would have been taken by me at the recent increase had I been notified before the bank debit. Once again, Thank You very much ****** ***** and the staff @ the BBB.

Regards,

***** ***** 

Business Response:

I sincerely regret losing Mr. ******* business but understand his position.

I have discontinued the auto-debit effective immediately for his account tied to Visa card ending in ****. His delivery service is paid to Sunday, March 25 and that will be his last newspaper.

As the Customer Service Manager, I will continue to advocate for our subscribers to have more payment options and new means of notification. Currently under review by Senior Managemnt are an email and/ or postcard notice of pending auto-debit charges, a web page listing all subscription terms and conditions and a new rate card that offers promotional rates that are not exclusively tied to auto-debit.  I greatly appreciate feedback such as Mr. *****'s as it puts real names and faces to issues and concerns and helps us review policies and processes and recommend modifications and changes to better serve our customers.

Sincerely,

**** ******

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

2/29/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled paper delivery numerous times but I keep getting it delivered. I cannot afford an extra expense: Especially since I don't read the paper and I am getting blind pursuant to diabetes. This is very frustrating and I want it stopped.

Desired Settlement: No bills and no more deliveries.

Business Response:

At the time Mr. ***** contacted our office his subscription was paid until 3/3/12 and the subscription was stopped in our database for that date.

The auto-debit was discontinued on 2/1 when he contacted our office. There are no new charges pending.

Based on this complaint it sounds like Mr. Moron expected his service to stop at the time he contacted our customer service callc enter. Therefore, I modifed the stop date to be effective 2/23/12 (next scheduled delivery date) and submitted a request to refund the last payment of $9.01 back to his Visa card ending in ****.

Sincerely,

**** ******

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

1/18/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Despite my repeated requests to stop (by phone and by their website), the Union Tribune continues to deliver their "Community Values" advertising to my driveway every Saturday.

Desired Settlement: I would like them to stop the delivery of their "Community Values" advertising.

Business Response:

We apologize for the inconvience this may have caused you.  And I have taken direct action by notifying the head of our distribution company that we have contacted to deliver our product.  If you should have any further questions or concerns please feel free to contact me  

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Many thanks for helping resolve this issue.

Regards,

***** ********  

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

1/18/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Dishonest Subscription Sales reps - I was lied to and specifically mislead by a UT sales person!In one of their many efforts to increase subscriptions to the paper the UT has sales reps at local business offering gift cards in exchange for a "trial" subscription. I thought I'd give the Newspaper a try since it's under new ownership and since the gift card would offset the cost of subscription. The sales person specifically told me that the subscription was just for a month and that I wouldn't even need to cancel (even after I specifically asked him). After about a month of receiving the paper I realized that I wasn't going to change my habits enough to justify the paper when I get most of my news online now. I found out that I would have to call to cancel and was informed that I have to wait 4 months to cancel and that it was stated in the fine print on my receipt. I asked to schedule the paper to stop at 4 months and was told that wasn't good enough...I'd have to call back immediately after the 4th billing cycle to stop service.

Desired Settlement: I want my subscription stopped since I was mislead by a salesperson who was obviously trying to get his subscription numbers up rather than being forthcoming and honest with regard to the stipulations of the promotion. I'd also like the company to stop allowing these sort of predatory subscription campaigns.

Business Response:

I have stopped the subscription effective Tuesday, January 10, 2012 and discontinued the auto-debit.

In addition, we will refund the second payment of $10.01 that Mr. ******* did not understand he had agreed to with his signature.  Feedback and a fine will be assessed against the sales contractors as we do not condone this type of tactic.

We regret that the subscription was not explained clearly at the point of sale.

**** ******

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

1/17/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: While I was @ *****, a representative of the Union Tribune handed me a gift card and ask that I try the paper for 30 days for free. I agreed. Then he asked for my debit card. I asked if I was going to be charged anything and he said No as long as I canceled in the 30 days. I sent an email on January 4th asking for the cancellation of my account. No response. I then looked at my bank account and noticed a 10 dollar charge from them. When I called customer service today, I told them to close the account and refund my money that they were never suppose to take! She said they would cancel the account but refused to reund my money. I asked to speak to a supervisor, and was informed they would have to call me back, which they never did!

Desired Settlement: I just want my money back and for union tribune to apologize for misleading a potential customer.

Business Response:

Thank you for your notification as to what occured to you with a representative that solicits our paper.  I have processed the refund back to your card and closed out any future transactions. We are deeply sorry that you had a bad experience and rest assured we will do not contduct business in that manner.  We do not promote misrepresentation for our publication. 

Thank you again for your patients

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

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

1/2/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In early September, I was visited at my apartment by a young man selling Union-Tribune subscriptions as a fundraiser. I told him that I was not interested, since I was moving at the end of the month anyway, but I would be glad to make a donation. I gave him a ten dollar check that was to be a one-time donation. However, after looking at my bank statements, I was charged $10.01 by the Union-Tribune in October and November as well.I called The billing department in the middle of November to get the issue resolved and spoke with a friendly woman who was more than happy to help. When I asked her why I had recurring monthly charges on my checking account, she said that it was for a subscription to the Union-Tribune and a Spanish-language publication, neither of which I signed up for. The only explanation I could think of was that the young man simply copied the address and bank account information from my check and transferred it to an order form. I was extremely angry to find this out and immediately asked to cancel the subscriptions and stop any further payments. However, to recover the charges from the previous two months, I would have to speak to the billing department directly. After sending an e-mail and not receiving a response, I left a voicemail. The message said that my call would be returned within one business day. However, it has been over three weeks and I have never received a call back. I have also sent another e-mail since then, again with no response.At this point, I was willing to cut my losses and forget about the previous charges. However, after checking my bank statement this afternoon, I found yet another monthly charge from the Union-Tribune, which tells me that my subscription, which I never signed up for in the first place, was not cancelled.I am extremely angry with the practices of this company and do not appreciate being lied to. I never agreed to a subscription, never filled out anything, and would like this matter resolved once and for all.

Desired Settlement: I am requesting that any subscriptions connected to my account be cancelled, no future charges be applied to my checking account, and a reimbursement of charges from 10/4, 11/1, and 11/29 totaling $30.03.

Business Response:

Hello,

I have spoken with the customer and have resolved the issue.  We are refunding the customer for all charges that have been deducted from his account and will address the door soliciting company that we contract with.

Thank you

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

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

11/30/2011 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The San Diego Union Tribune delivers a free advertisement paper. I do not wish to receive this paper. I don't use it and it just litters my drive way. I have called the Tribune twice to cancel the deliver. Both times, I have been assured that it will be stopped. It never stops. I would like the Tribune to stop delivering it because it becomes I'm tired of cleaning the paper off of my driveway and it becomes a mess when it rains.

Desired Settlement: It would be greatly appreciated if the Tribune either had someone to remove their paper after delivery, or simply just stopped leaving it on my property.

Business Response:

Thank you for the additional information and for alerting us to the continued problem.

We regret to hear the product is still being delivered as your address was already placed on our Do Not Deliver list. This matter has now been escalated to the distribution manager. He will monitor the carrier and take any necessary action to ensure we are in compliance.

Sincerely,

**** ******

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Thanks,

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

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

11/9/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been subscribing to SDUT for past 26 years. Always, when I go on vacation I request a vacation stop and have the SDUT add the total days (vacation) to my subscription. This has been honored every-time requested past 26 years.This past Oct. I notified SDUT that I was going to be on vacation for 10 days and would like those 10 days added to my subscription (ibid past 26 years). They informed me that they no longer provided this service, that all they could do was to give me the newspapers when I returned or they would donate them to someone else, but that I could no longer add 10 days to my subscription. I told them I preferred not to have the newspapers as I purchase them on my vacation at local Newsstands. I requested to speak with supervisor, none available, have one call me, never a call back re. my complaint.Never once had I received any notice about this policy change, had I of known I likely would not have subscribed to SDUT because of this unilateral decision by SDUT to stop their practice of adding days to ones subscription as had been done since likely their inception. They made this change without consulting customers. And they refuse to change their policy this one time for me. I again requested a refund or subscription extension, they refused. SDUT said they would donate them to charity and refused to refund or extend my subscription. I requested the missed Sunday paper only, but they refused that too saying I would have to accept all of the 10 days or none at all. I remain very disappointed that: 1. They changed their service without telling me and 2. They refuse to honor my request. Apparently, I, their long time customer, when I share my concerns, there is no understanding or wavering on their end to my requests. At least they could politely inform me that they were sorry I was not informed about this change, extend my subscription this 1 time but not in the future, but this request also was rejected.I a, extremely disappointed at SDUT for no help with complaint.

Desired Settlement: I would prefer that SDUT add those missed days to my subscription as they have done in past 26 years or to refund my 10 days for those missed papers.

Business Response:

Our Customer Service Supervisor, ***** *****, called Mr. ******* directly to apologize for the oversight of not returning his call earlier as had been promised. He also, explained in greater detail our temp stop policy and the options available.

In addition, he informed the customer that the call center agent had in fact credited his account for 11-days for the temp stop period from 10/19 - 10/30 but failed to advise him of the credit. Mr. ***** also offered to provide Mr. ******* credit for the 10-days his account was stopped in July 2011 which he accepted. With the two adjustments, Mr. *******'s subscription expiration date is now 2/1/2012. 

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

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Further, I feel SDUT needs to reinstate their program of extending subscriptions for 'vacation stops' as has occurred decades in past, and according to ***** *****, many others have been also upset about SDUT's sudden change in polity.  Such appropriate action (reinstate above) will better retain subscribers which is a necessary course of action to keep subscriptions with benefits applicable.

And the Customer Service sucks, when responses over the phone are tough luck, there is nothing you can do, I can refer to supervisor, but none available, I can have one call you, but in never happens = a great disservice to customers and this approach needs to be better handled in the future by SDUT, preferably with immediate Supervisorial intervention instead of eternal delays of "let's give customer no recourse and hope he does not complain".

Regards,

***** *******  

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

11/3/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Earlier this year, I was contacted by a door-to-door salesman (high school representative seeking newspaper sales in support of college money) about subscription to the Union for $10. I said I was not interested, but I had agreed to sign up for a one-time $10 one-month subscription and he assured me that I would be able to cancel after my first month. Unfortunately, I found out that was not the case. A few weeks later, I was billed for another month. I contacted the Union Tribune's customer service and I was advised that because I had signed up with a debit card, they will continue to bill me for 3 months as part of their debit card automatic bill pay and it was stated in their fine print on the invoice at the time of my contact with the high school student. They said the company cannot get around avoiding this 3-month contract because I had used a debit card. My hands were tied--I was forced in to another 3 months, but explicitly told the phone operator that I would like to cancel after the 3 months. Three months later, I was billed for a fourth month. My second call was to cancel, but I had received no refund, and the operator said she would put a stop to future charges. I thought that this was the end of it. Months passed by, and there were no charges. It was not until last Sunday when I received my first Sunday paper in 3 months that I wonder why I would be getting newspapers. I checked my bank statement and sure enough, the Union Tribune has been billing me since August. I haven't received any phone calls notifying me this would happen and I thought I had made it very clear I wanted to stop subscription. In addition, during this time, I received no papers. I have contacted them three times now and at this point, I would really like a full refund of all charges. I dont understand why the Union Tribune keeps billing me when the 3 different operators have told me that they would stop all subscription and billing.

Desired Settlement: I would like full refund of all subscriptions since March 2011. I want my credit card information completely taken off of their billing database so this can stop. I also want an explanation why they keep billing me when I have called several times to stop all subscription.

Business Response:

Our records indicate that on March 5th we received a new start requests for a 4-month minimum commitment that included a recurring debit agreement. We started the subscription based on that information. On May 1st there is a note on the account stating the subscriber agreed to switch to a Sunday only subscription at a lower rate. On June 9th there is a new note that states there was a request to stop but Ms. Au was advised of the 16-week committment.

We feel we delivered papers and debited the Visa account accurately based on the information we were provided. However, since the terms and conditions were not made clear to her at the point of sale and she did contact our customer service department to cancel we will process a full refund as requested.

I verified that the account ******* for delivery to **** ******* **** ****, was stopped in our database on 10/30/11 and the auto-debit discontinued as well. A refund for the balance of $9.67 was processed at the time of the stop and will appear back as a credit on her VISA ending in****. I have requested an additional refund in the amount of $59.21 to go back to the same card.

We regret that Ms. ***s subscription was not sold or handled professionally and appreciate the feedback so that we may address these issues with our sales and customer service agents.

Sincerely,

**** ******

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* **

 

 

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

11/3/2011 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have continued to receive a free weekly newspaper in front of my house on and off again for several years after repeatedly requesting that I be removed from their delivery route. In a matter of 2 years I have had to place approx. 8 calls to discontinue service that I never requested in the first place. Most recently, over the last 5 weeks (September 23rd through today, Oct 25th) I have continued to receive this undesired paper thrown on my lawn. I have called every Friday for these 5 weeks and have been assured that I am off the delivery list, however I continue to receive the paper. Last week I went to the business in person and asked for resolution and they stated no one that could help me was there (out to lunch). I was assured that I would be contacted when they returned and I was not. Again that Friday I received the paper. I am requesting assistance in having this matter resolved as my attempts have been unsuccessful.Thank you.

Desired Settlement: That they stop delivering the paper to my address.

Business Response: Have contacted the distribution company and was assured they would verify it is not delivered

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

10/21/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have purchased subscriptions to the newspaper in the San Diego area for over 25 years....usuallly opting to purchase 13 weeks at a time as we are retired and travel so we stop delivery from time to time.. Recently we decided the Newspaper was not worth the price...quality has been degraded and the paper reduced in size and many of the pages just ads for gold & jewelery buyers....so our current subscription period ran out in August and we did not renew.....However we received a Billing in the amount of $29 because the Union Tribune continued (they say) to deliver the paper even subsequent to the period we had paid for..with our check in the amount of $73.66 dated May 2, 2011 ck #2522..for 13 WEEKS ONLY..ENDING ABOUT AUGUST 6. ....in other words their accounting/billing does not stop even though new payment has not been received by a subscriber....MY NEXT LETTER IN DRAFT AT PRESENT WILL REQUEST THE SAN DIEGO DISTRICT ATTORNEY REVIEW THIS POLICY as I now know at least several other subscribers who have been through the same ordeal....one of which continues to have their paper delivered after two years.... I have sent an email to ....a ****...Senior Customer Service Advisor....it was stated but never acknowledged to we the customer that the Union Tribune continues to bill after the current subscription runs out....further I was then told that they actuall wanted to bill me for $28.70...a further accounting/billing discrepancy....This policy seems to be a 'TACTIC' by the paper to bill folks after their subscription period has ended....not fair nor legal in our opion...and I did discuss if the Union Tribune should "turn" this supposed bill over to their collection agency as they threatened in their letter to us dated 9-12-11 and it affects our credit rating of 824 negativly we will pursue legal action against the Union Tribune and their collection agency....

Desired Settlement: 1. we demand a full 12 year accounting for our present address for all vacation stops....as it is our opinion that we are owed a refund for credit not given, then 2 we want a full accounting for our previous two addresses (23 years)...**** ****** ******** ***** *****, and **** ****** ******* **** ******....for the same reason. 3. We want the refund acknowledged and forwarded to us asap... 4. we will be sending a formal complaint and request to the District once my draft is completed...

Business Response:

Mr. ****** also emailed our office directly regarding this dispute. The grace owed was written off per our policy and his account balance is zero.  Also, we do not see any indication that a refund is due on his account based on the information provided.

We have thoroughly researched his concerns and mailed a response to him. I have attached the letter for your records.

If after reviewing our response Mr. ****** has any additional information that would substantiate a refund request we would be happy to review it.

Sincerely,

**** ******

 

Consumer Response:

Better Business Bureau:

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

Ms. ******:   While your response to my formal BBB complaint speaks all around one of the issues, that is ANY AMOUNT OWED  to the Union Tribune  for delivery of the newspaper beyond the period we as a customer paid for it does Not specifically state that our account owes nothing past the paid for date...    In fact  the Union Tribune letter to us dated 09/12/2011 in fact, does threaten to forward the account "to our collection agency to collect the debt due."

Our position is twofold:

1. there is no debt due beyond the number of weeks we signed up for...  Our contract ended when our funds expired!  and

2. the illegal tactic of The Union Tribune to not only threaten but also bill customers who are/were in the same position as us (i.e. paid for a specific number of weeks and then decided to not renew) needs District Attorney review.  Our feeling is that when we submit this position via our attorney it will result in a class action for current and historical customers against the Union Tribune.  We have several known Union Tribune customers who have/are in the same position as us identified!  In other words it is the Union Tribunes problem if a customers contract ends and you keep delivering the paper....  Your accounting...your problem! 

Finally....if the Union Tribune wants to resolve this issue in total with we, the ******* coming forward with an adequate remedy would certainly be in the best interest of all concerned.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8759679, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I do not fully accept the Union Tribunes offer to resolve my complaint.....   While Ms ****** indicated that they did zero out my account,  this should never had a balance in the first place.   Had they had good accounting practices my account would have a zero balance when my contract with the Union Tribune was completed.    Secondly the Union Tribune needs to correct this practice in writing so that other customers are not put through the same itteration that we were.

Once done  expediently and we are notified we will resolve this complaint.

 

Regards,

**** ******

 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

10/20/2011 Delivery Issues
10/13/2011 Billing/Collection Issues
9/19/2011 Billing/Collection Issues