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Consumer Complaints

BBB Accredited Business since 01/01/1973

The Toledo Blade

Phone: (419) 724-6000Fax: (419) 724-6356

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Customer Complaints Summary

10 complaints closed with BBB in last 3 years | 3 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues2
Billing / Collection Issues2
Delivery Issues5
Problems with Product / Service1
Guarantee / Warranty Issues0
Total Closed Complaints10

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (10)BBB Closure Definitions
01/07/2015Delivery Issues | Read Complaint Details
X

Complaint
The Toledo Blade has not delivered our newspaper twice in the last 2 weeks. I want my Sunday, Dec 14th paper delivered.
We have been subscribing to the Toledo Blade for many years. We live in a rural area and count on the news items, store ads, coupons, etc that we receive in the Blade. Our bill is current and was just paid in full. We get the paper delivered on Thursday, Friday and Sunday. On Friday, Dec 5th we did not receive our paper. I called the Blade to complain and was told my subscription would be continued an extra day. On Sunday, Dec 14th we did not receive our Sunday paper. This paper is very important to us because of the season, sales, activities and coupons. I have called the Blade 3 times to complain and ask that they deliver my Sunday, Dec 14th paper. Each time I am given an excuse and told it will be delivered the next day. Today is Wednesday, Dec 17th and I still don't have my Sunday paper. I'm sure there are many stores and businesses that advertise in the Blade that would be very upset to find out the advertising they paid for is not reaching their potential customers. If I cannot get my Sunday, Dec 14th complete paper, I may consider cancelling my subscription completely. This is very unreliable service. There are a lot of people who are unemployed and it seems the Blade could find an employee to deliver the newspaper on the date it is suppose to be delivered, in a timely manner.

Desired Settlement
Complete Sunday Dec 14th Toledo Blade delivered to my home, as soon as humanly possible.

Business Response
I called and spoke with the customer today at 10 am. I spoke with the Mrs. *****, as she said she was the one who filed the report. According to the customer, she received the replacement copy that our district manager delivered 12/17/14. The district manager also called the customer on 12/17/14 to verify that the correct address was redelivered so that the substitute carrier on the route could be made aware of the customer's address.
The customer said she considered the matter resolved.

08/25/2014Billing / Collection Issues | Read Complaint Details
X

Complaint
Keeping charge me, I did not ordered newspaper service.

Desired Settlement
Stop billing

Business Response
This customer signed up for service where payment is automatically deducted until the customer notifies us otherwise on June 6, 2013.

Our customer service database shows no record of this customer contacting us to discontinue service.

While we are always sad to lose a customer, we will be happy to honor Mr. *****' request to stop service and discontinue billing.

He has been taken off of auto-deduction and his service has been stopped, effective immediately, for account #XXXXXX.

05/07/2014Delivery Issues | Read Complaint Details
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Complaint
Repeatitive delivery problem
last December (2013) I signed up for a 6-month subscription to the blade for Sunday only delivery. I did this only for the ads and coupons. Since then, they have missed five Sundays, this past Sunday being the most recent. How hard is it to deliver the paper once a week? Every time I have called to complain I've gotten an automated system, no matter what day of the week they do not appear to have any live phone hours, every time I call they say the office is closed. On one out of the five occasions, the paper was delivered hours late. Every other occasion, including this week, I received NO paper. They supposedly say they are adding extra weeks onto my subscription, but I don't want extra weeks, I want a refund and, quite frankly, an explanation why this is such a problem. Also, I received an automated phone message the other day saying my subscription is almost up, but by my records I should have a subscription until the end of June if you take into account all of the missed weeks. I believe they intend on skipping those weeks and not giving me what I paid for. Because I missed this weeks sunday paper, I will miss out on nearly 30-40$ of savings. I am unemployed and on disability I rely on those coupons and unless my delivery person is dead, there is NO EXCUSE for this. My standard subscription should have lasted through may, with a 5 week extension because of the missed papers I no longer want the extension, because I no longer believe I will ever receive what I paid for. I want a refund of these 5 papers AND I also pre-gifted a 10$ tip to my delivery person when I signed up for the subscription that I want back, because they are clearly either dead or incompetent in which case I need it more than them.

Desired Settlement
I would like to receive my paper for the remaining of my original subscription -- through May. I would then like my $10 tip and the cost of 5 Sunday papers refunded.

Business Response
Dear ***** *****,
I wanted to follow up on our phone conversation yesterday, May 1st. Again, I apologize for the poor service you have consistently experienced. To summarize our conversation:
You were correct that we don't have a permanent carrier on that route at this time. However, whether we have a permanent carrier or not, you should expect on-time deliveries every week. If this does not happen, our customer service department is open Monday through Friday, 6 am to 2 pm and on the weekends from 6 am to 11 am and stands ready to assist you. You can reach a live customer service representative during those hours. You can also use the "self-service" part of our phone service at any time by calling 419.724.6300 or visiting www.toledoblade.com/customerservice. Our policy is to attempt redelivery the same day if possible, or issue full credit for that day's paper if the customer does not want redelivery or if redelivery is not possible.
Prior to your BBB complaint, you were already given full credit for four of the five delivery concerns you mentioned in the BBB complaint. The fifth we had redelivered. However, in light of how persistently bad your service was, I issued credit for the fifth concern as well. While The Blade is not able to retrieve the $10 tip from the person who was the independent contractor carrier at the time of your order, we are issuing a $10 credit to your account.
Per our agreement yesterday, this will extend your subscription up to (and including) Sunday, 8/10/14. Your paper will stop after that delivery per your request. Should the service improve to the point where you wish to continue deliveries past that point, please be sure to call and let us know. If the service does not improve and you wish to cancel, please call and let us know that and we will refund whatever balance is in your account at that point.
I also made a notation in the system of your request to have deliveries at the door, and I forwarded this service problem to our Home Delivery Manager so he can make sure the field personnel give it more attention.

Again, my apologies for the poor delivery you experienced this past winter. While it was the worst winter on record, that doesn't excuse persistently bad service, especially now that we are into the spring. Thank you for being a valued reader. Please let me know if I can ever be of further assistance.
Best Regards,
***

04/21/2014Delivery Issues | Read Complaint Details
X

Complaint
I pay for the eblade and I don't get the entire paper.I've talked to various people including **** ********** and got now were.This morning I got 84% of the paper.Help
Product_Or_Service: toledoblade

Desired Settlement
Iam paying for 100% of the paper and I wont 100%.

Business Response
Dear **** ****** ******,
I received your recent concern regarding the eBlade not loading. Thank you for your feedback.I left your a voice mail and also an email regarding this topic, and here is my formal response to your BBB Complaint.
Your issue is related to the fact that certain combinations of browsers and operating systems not allocating enough temporary memory to allow the eBlade to fully load. This is likely because the user's cache is already full (or too full to allow eBlade to fully load). This issue typically impacts users on Sundays or Thursdays only, as they are our biggest issues and thus our biggest file sizes for download.

Fortunately, here is the fix for that issue:

The eblade is not loading all of the way, or blank pages

Solution: The user needs to "clear their cache." If you do not know how to clear their cache, please refer to this link: http://www.wikihow.com/Clear-Your-Browser's-Cache. It walks you throughstep by step with pictureshow to clear the cache for just about any browser or device.

One final caveat (I forgot to mention this in the email I sent you): the eBlade does notcurrentlyfunction on iPad, and we don't claim that it does. If you are trying to access eBlade on the iPad you would likely be experiencing a different set of errors than what you reported. But your inquiry didn't specify and it's a common enough user error that it's worth mentioning.

If you still cannot access the eBlade after following these instructions, I will be happy to offer a 100% refund of one month's Digital Access service at your current rate of $5.99 a month. Even though this error impacts only a very small percentage of the online content available to your as part of your monthly digital subscription, we hate to see our customers inconvenienced. Again, thank you for your feedback. Please let me know if I can be of further assistance.

Best Regards,


*** ******
Audience Development Manager
THE BLADE
Phone: (XXX) XXX-XXXX
*******@toledoblade.com



Consumer Response
Mr. ****** called to say he's still unable to get the full edition of the Blade. His cost was also raised to $9.99 from $5.99. He states he is unable to get in touch w/you for help.

Final Business Response
****,
I was unable to reach you at home so I am writing in response to you reopening your BBB case. I have to admit I am disappointed that your BBB complaint stated that you were unable to get in touch with The Blade for help. Your last (and only) email to me was on 3/18. I responded within an hour and never heard from you again. Our customer service call center has no record of any calls from you during the time frame between your initial BBB claim and the current reopening of this matter. Nor have you called me at my personal number, provided in the signature of me email to you. Also, I offered you a one-month refund and you never responded to my offer.
I want to help you, but I guess I am having a hard time determining what exactly it is you want. I know you want to read it on your device, but if the fixes that I provided you don't work, that simply may not be possible. It sounds to me like your computer simply isn't going to work with the eBlade, or that you simply are not going to be able to follow the steps I provided to clear your cache. In either case, I don't think you will ever get the eBlade experience you are looking for. While I never like to turn away a customer, it seems to me that we have only two choices: you can accept the partial download problem you are experiencing on some days, realizing that the experience "is what it is," or you can accept my offer for a full refund for anything you have paid for your digital service and we can agree to part ways.
Please let me know of your decision so I can give this my personal attention and put this matter to rest.
Best Regards,
***
Ps - One final note, regarding the price increase: you are correct. The Blade did institute a price increase to its customers. We notified all of our auto-renew customer 30-days in advance of this change so they could consider their options. Obviously, if you elect for a full refund, this issue is moot as I will be refunding any amount you paid. On the other hand, if you are staying on as a customer andfor whatever reasonyou are disputing that you were notified, then I would be happy to offer you a refund check for the difference from March 10 to current ($4).


*** ******
Audience Development Manager
Direct: (XXX) XXX-XXXX
Cell: (XXX) XXX-XXXX
Fax: (XXX) XXX-XXXX
*******@toledoblade.com
www.toledoblade.com


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From: *** ****** mailto:*******@toledoblade.com
Sent: Tuesday, March 18, XXXX X:XX PM
To: **** ******
Subject: Re: Eblade

****,
I'm confused. Every computer has cache. If you always got it before November, but haven't since, that would be even more consistent with this issue. It sounds very much like your computer had enough available cache prior to that time. Since then, the available cache was probably filled to the point where you don't have enough available cache for the bigger issue days (usually Thursdays and Sundays).
***









*** ******
Audience Development Manager
Direct: (XXX) XXX-XXXX
Cell: (XXX) XXX-XXXX
Fax: (XXX) XXX-XXXX
*******@toledoblade.com
www.toledoblade.com



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On Tue, Mar 18, 2014 at 8:22 PM, **** ****** <*************@hotmail.com> wrote:

Our computer does not have that cashe. But the last two days I have gotten the complete Blade.Before Nov. I always got the whole Blade.
Sent from my iPad

03/12/2014Advertising / Sales Issues | Read Complaint Details
X

Complaint
They are baiting and switching on the subscription prices.
I accepted a 6 month home delivery subscription of the Sunday paper, in June 2013, for a total of $4.99 and after 6 months the rate would be $4.99 per month. I called them today to give them my new credit card number for the account and they are telling me that on Jan 20th their rate changed to $8.99 per month and they do not want to honor the rate that I subscribed to.

Desired Settlement
I would like my subscription rate of $4.99 per month for the Sunday paper home delivery as I subscribed.

Business Response
Contact Name and Title: ****** ****
Contact Phone: XXX-XXX-XXXX
Contact Email: *****@toledoblade.com
1st- I am no longer a member of the Blade Circulation Department.
2nd. I believe that I did send you a responce before leaving.
3rd I left 3 messages or this customer to contact me before I left the company. I did not receive a responce.

This customer signed up under a special promotion and she did receive the first 6 months for the .99. We had a general price increase on January 20, 2014 and all of the costs of our products increased. The offer that she signded up for was noted that this was a special introductory price and that if there was a price increase the cost would increase.
We are willing to work something out with the customer if she would contact us, but to date I am not aware that she has returned any phone calls.
The customer service supervisor Ms ****** **** of the customers concerns and will work with her to hopefully resolve.
******'s number is XXX-XXX-XXXX, please have the customer contact her.

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12/16/2013Advertising / Sales Issues

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