BBB Accredited Business since

The Seattle Times

Phone: (206) 464-2111 Fax: (206) 652-6561 1000 Denny Way, Seattle, WA 98109 http://www.seattletimes.com View Additional Web Addresses


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Description

This company offers a daily news and entertainment content both digitally and in print for the greater Northwest region.


BBB Accreditation

A BBB Accredited Business since

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

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


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for The Seattle Times include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 23 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

23 complaints closed with BBB in last 3 years | 7 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 10
Delivery Issues 4
Guarantee/Warranty Issues 0
Problems with Product/Service 4
Total Closed Complaints 23

Customer Reviews Summary Read customer reviews

3 Customer Reviews on The Seattle Times
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 3

Additional Information

BBB file opened: January 01, 1969 Business started: 01/01/1896 in WA Business started locally: 01/01/1896
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Washington Secretary of State Corporations Division
801 Capitol Way S, Olympia WA 98504
http://www.secstate.wa.gov/corps
Phone Number: (360) 725-0377
corps@sos.wa.gov

Type of Entity

Sole Proprietorship

Business Management
Mr. Dayne Turgeon, Customer Relations Manager
Business Category

Newspapers Newspaper Publishers (NAICS: 511110)

Alternate Business Names
nw autos nw classifieds nwjobs.com Seattle Times

Customer Review Rating plus BBB Rating Summary

The Seattle Times has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1000 Denny Way

    Seattle, WA 98109 (206) 464-2111

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BBB Customer Review Rating plus BBB Rating Overview


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

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

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

BBB Letter Grade Scale

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

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

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

Complaint Detail(s)

4/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Continuous phone calls from "Seattle TImes" (652-6300). We finally answer to ask them to stop calling and it's a robocall ".... calling on behalf of Seattle Times 206-464-2121" and then hangs up.

Desired Settlement: STOP WITH THE ROBO CALLS! Stop calling us, PERIOD!

Business Response:

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

ID of ********

Please accept this response email as confirmation that we have received Mr. ********* request to be placed on our "DO NOT CALL" list (************). We have forwarded his phone number to our Sales and Marketing Department to remove him from our solicitation list. This normally takes 3-5 business days to complete, however I have asked them to see if they could expedite this request. This resolution should satisfy this complaint for Mr. ********.

Rita S******

Customer Service

3/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On feb 5 I signed up with the Seattle times for subscription during a promo in the Fred Meyer Burien branch. It was originally $50, but the promo was $25 along with a gift card. I was told delivery would begin on Feb. 7, so I waited thinking it would be a while to process. On Feb 15, I sent an email stating I had not received the paper. On Feb 16 I received an email stating delivery will be ASAP. So, I waited again. Feb. 18 came & still no delivery. So, I emailed them that I wanted my $25 back. They said they would if I returned the gift card. I told them it was unfair since they were the ones that did not keep their promise! I told them to tell their manager I wanted my money back! They sent me terms on the promo, which they breached! Can't believe they don't care about their reputation for such a small amount of money!

Desired Settlement: I want my money back & no further billing since they breached the contract!

Business Response:

Ms. ******* did start her paper on 2/7/16 and she did call us twice regarding the non delivery of the paper.  I do apologize that she did not receive the paper when it started, we will be following up with our home delivery department on this.  The promotion was as such, her card would be charged for the initial $25.00 which it was and this was to pay for the first 5 weeks and then her card would then be charged another $25.00 for the following 5 weeks.  This was a 10 week promotion at which time we gave her a $25.00 gift card.  This is the verbiage that is stated on the receipt:  “I have received a promotional premium because of my commitment to be a subscriber for the full term of the promotion.  I understand if I cancel my subscription prior to this special offer, the value of the premium will be charged to my credit card.” 

 

If Ms. ******* would like to continue the subscription, I can make sure that she has this same promotion and give her one additional month at no charge.  Or I can make sure it stops on 3/11/16 and refund the $25.00 to her credit card.  However, there is still the matter of the $25.00 premium that was given to her.  If she returns it, then we can call this good and I think that is fair to all the parties involved.  I hope that this resolution is satisfactory to Ms. *******. 

 

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

************ 

Consumer Response:


Complaint: ********

I am rejecting this response because:  I still feel that they breached the contact so they should return my $25 and the gift card has been spent since, I never intended to breach the contract.  Delivery was never made until I contacted BBB ad after I told them I didn't want any delivery and return my money!  My delivery should have started since Feb 7 and not March 1! 

Sincerely,

**** *******

 

Business Response:

We do apologize for the delivery issues that was had by Ms. *******.  At this point, we have given her the $25.00 refund and the gift card has been spent.  We realize that this is a difficult situation for both parties but at this point I think it best that we move on and are done with the matter.  We do hope that she will be a returning customer in the future. 

Consumer Response:


Better Business Bureau:

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

Thank you for assisting me.

 

Sincerely,

**** *******

2/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a notice from a collection agency that indicates I must pay for Seattle Times newspapers I did NOT order or want. My subscription to the times expired; I subscribed to the******* ***** ******. When bills continued to arrive from the Times I returned them with letters stating I DID NOT want the Times, cancel it!!!. I DO NOT believe I should have to pay for newspapers I did not order, subscribe to or want. If a magazine subscription expires, it expires!!! It's done, finished, over. Don't keep billing me!!

Desired Settlement: I want the Seattle Times to cancel this collection action and adjust my bill to show I do not owe them any money.

Consumer Response:  

Complaint # ********

With: The Seattle Times

 

Has been resolved with Sheryl in Customer Care today. She reveiwed my account, located my last payment, deducted $8.00 from my bill and I agreed to pay the remaining amount. The problem arose when I issued a payment on 5/52015 and thought my bill was paid in full. My payment was applied to prior deliveries. not the subscrition for May-June as I believed. 

***** ** ***** 
************

2/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In October of 2015 a young man came to my door asking if I would like to subscribe to the Seattle Times to have their news paper delivered to my door. I told him no since I get all the news online. The man explained that if I gave him $20 that day, a portion would be contributed to help underprivileged youth get into college and that the service would only run for about 4 weeks. He said after the 4 weeks of service, if I would like it to continue, all I would need to do is call to have an account created for ongoing service. I gave the man $20 and I was given a small pink piece of paper where he wrote "$20" on it, my address, name and phone number. That was all that was on it. The 4 weeks came and went and I never called for continued service because I never had any intention of using their services. Yesterday I checked my mail and was surprised to see a bill from the Seattle Times for $20.01. I called customer service and the woman I spoke to said I signed a contract. I told her this was incorrect. She said I signed something agreeing to ongoing service. This is not true. I asked her what she was looking at that shows I opened the account and she said she doesn't need to look at anything, that if I gave the $20 I was automatically enrolled. I told her what was said to me by their representative the day he came to my house and all she would say is, "Well ma'am, I don't know what to tell you. You opened the account." I never signed ANYTHING and they are expecting me to pay the invoice.

Desired Settlement: To have the account that was opened in my name without my authorization closed and the current invoice to be dissolved.

Business Response:

January 29, 2016

 

Complaint ********

 

I do apologize that this Better Business Bureau complaint has not been responded to – it went into my spam file. 

 

Ms. ******** did order a subscription when she paid the door to door sales person the $20.00 and I apologize that this was not explained to her.  When she called to dispute these charges, she should have been transferred to a supervisor and this could have been cleared up right then.  I have followed up with the Door to Door sales manager about this sale and he has told me that this sales person is no longer with us. 

 

I will mention that on the pink receipt she was given and on the bills that were sent, it does indicate that the subscription does not stop upon expiration and will continue until we are contacted by the customer.  I do see that Ms. ******** was sent a bill on 1/14/16 in the amount of $46.03 and she should ignore it.  Being that this promotion was not explained sufficiently to Ms. ******** I have written off the whole amount that is owing and she owes us nothing.  This action should take care of this complaint. 

 

Rita S******

Customer Service Specialist/************  

9/28/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: This is the following information regarding my issues with the Seattle Times newspaper Delivery. This is the email I sent through there automated system on September 20th 2015. I am writing in hopes to get someone from the Seattle area who honestly cares about their customers to address my issues once and for all. I currently receive a free Sunday times subscription n through December 2015. My issues have been the following, in the beginning that my paper was delivered to the end of my driveway, personally I should not have to get dressed or put a robe on to walk out in the rain to get my paper, regardless of the price I am paying. Second issue was that for the weeks of September 6th and 13th 2015 I did not even receive a newspaper! Really and you wish for people to pay for this type of service? I did call in to your Philippines call center every time and all those folks over there say is that they understand and please give us one more chance. How many chances do you need to deliver a paper to a persons front door step and to have the supervisor or someone here in Seattle call me in regards to the issues with my subscription? You have until Tuesday September 22nd 2015 to respond to my issues (from a Seattle office) and get this corrected once and for all. If you are unable to correct these simple issues you may cancel my subscription. Thank you for your time in this simple matter, **** **** ********@gmail.com ************ ***** **** *** * Edmonds WA 98026

Desired Settlement: I would like to have the business have someone to contact me who is here in the Seattle Area, Not someone who is out of the country. They do business here yet when you have an issue they don't wish to deal with you. They also need to honor my request as they said they would and deliver my newspaper every Sunday to my front doorstep. Thank you, **** ** ****

Business Response:

**** ****, I apologize for the issue(s).

I understand Gary M*****, our Home Delivery Manager has reached out to you and that this will be handled moving forward. If you have any further problems, you can reach me at ************* I do not work weekends, but generally do check messages regularly.

Thank you for bringing this to our attention.  

Sincerely,

Dayne ** T******

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to thank you for the help in receiving a resolution in this matter and thank Gary ** M***** from the Seattle Times for assisting with receiving what I feel is the correct outcome for this situation.

Sincerely,

**** ** ****

7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Called to stop delivery of the paper on March 10, 2015. Was advised that the refund would be $35.47. Didn't receive the refund so called again on April 13. Then wrote on April 28. Called again on June 8. I don't know why they will not send the refund. I took the paper for years and always paid for 13 weeks in advance. Why do companies so readily accept payment but have such a hard time refunding $$$$ when the account is closed?

Desired Settlement: Please send the refund check.

Business Response: Refund was sent to original address on account. Subscriber moved and we should have caught it. Another refund is being sent. We apologize for the error.

7/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The Seattle Times called and offered to send us 10 free issues of Sunday papers as a trial and that we could cancel our subscription at any time. The next thing I knew I was sent an invoice for $20. When I called them to discuss the matter I was told by the person on the phone that they do not make such offers - they never send out free papers for any reason. I cancelled my subscription, but they still said I owed them the $20. We have received a few papers from them but I was scammed into signing up because I was lied to in the first place - they don't actually offer free papers. I never would have agreed to this otherwise.

Desired Settlement: I would like to not have to pay The Seattle Times the $20 they have invoiced me for since I never agreed to pay for this in the first place.

Business Response: I apologize for this issue.

We do record all of our sales calls for training purposes. If the rep offered it to you for free and the recording can confirm that, we will eliminate the amount owed. Should have the recording within 24-48 hours and will provide a final outcome once I listened to it.

Sincerely,

Dayne ** ********
Customer Relations Manager

Business Response: We received the recorded file from our IT department and the sales rep clearly states 10 weeks of delivery for $20 on the call. He goes on to say that their is no obligation to continue beyond the 10 weeks. At this point, you agreed to the deliveries and as part of our process he should have clarified the terms once more as we want to make sure there is no confusion. Since he did not state it "twice", we will eliminate the amount owed.

Consumer Response:  
Better Business Bureau:

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

Sincerely,

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

4/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for 6 months of Sunday paper for $20 on Feb 4Th of 2014, and a week or so before the 6 months was up, they called to ask if i would renew. I told them that i didn't want to renew because i was moving.I just received a collections letter (7 months after the ending of the 6mo subscription I did order) for $10.03 because even after I told them i did not want to renew, they continued to deliver the paper. I had moved so had no way of knowing the paper was still being delivered. After receiving the collections letter I called Seattle Times and was told that because i did not specifically use the word "Cancel" they did not turn off my account and continued delivering the paper. I received multiple calls requesting that I buy a new subscription but no mention was ever made of a past due account. Even after i said i did not want a new subscription, they kept calling. Sometimes calling multiple days in a row.

Desired Settlement: I would like my $10.03 back as an apology for taking advantage of a situation i had no control over, For threatening my credit score and making me look like a delinquent to the new resident of my past home. I would like their practices to be changed and full disclosure of how to cancel the account be given to the customer at the time a subscription is sold.

Business Response:

Our records indicate you started on 06/23/13 for 26 weeks of Sunday deliveries, renewed for an additional 26 weeks on 02/04/14 for $20 covering the period of 12/15 through 6/21. We sent invoices for the next 26 weeks on 05/14/14, 06/23/14, and 09/21/14. In addition, we called you on 08/26 as well to make sure you wanted to continue with the newspaper.  Newspapers are treated as a utility and continue until you call to stop them, very similar to water, sewer, electricity and so on. After not receiving payment and providing 90 days grace, we stopped your paper on 09/21/14. the amount owed for deliveries from 06/28/14 through 09/21/14 is $10.03. Based on the information you have provided, it sounds like you were unaware that the newspaper would continue until you stopped it. With that said, I have deleted the amount owed on your account with hope that you will subscribe again at some time in the future. If you do, please be sure to stop it when you no longer wish to receive it. We do not report to the credit bureaus, and I have asked *** to stop their collection efforts.

  Thank you for being a subscriber and I apologize for the issue.

Sincerely,

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

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

I am rejecting this response because:

Sincerely,

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

3/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I subscribed to the Seattle times digital access only. This is my only option as I live in eastern Washington and they do not deliver residentially over here. I got the first week free then I was to be charged $3.00 /wk every 4 weeks, approximately $12 /month. They charged my credit card $89 dollars on 3.6.15. I called them on 3.16.15 and found they had automatically given me a 1 year subscrption. This was a classic bait & switch tactic. I did not sign up for a year nor was I even given the option to sign up for a year. I cancelled my subscription on 3.16.15. I do not appreciate the bait & switch. They are going to change my subscription to one month and then cancel it. I was told they would refund the balance owed to my credit card.

Desired Settlement: I'll pay for the 4 weeks I signed up for but want $77 refunded. I expect to receive my refund without any action from the BBB. I just want to notify the BBB & other consumers how the seattle times conducts its own affairs.

Business Response:

At the time Mr. ******** signed up through our digital pages, we were running three different promotions. All three offers provide one week at no cost, followed by a subsequent offer. One option was for $3 per week for 4 weeks, another was 26 weeks for $59, and the third option was 52 weeks for $89.

Mr. ******** selected the 52 week option, which is why he was charged the $89 for 52 weeks. He contacted us on 3/16 asking for a refund and that was processed the same day. 

We do not believe in, nor practice "bait and switch" techniques in our marketing and apologize to Mr. ******** if in anyway presenting three different offers at one time caused any confusion.

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

Complaint: The Seattle Times Co. has used some method to acquire my checking account information without my authorization. I had provided my Debit card for payment and after some weeks, the Seattle Times was "Direct" debiting my checking account. I did not provide any authorization for this type of transaction. I talked to the customer service person, name: ******, and she was not able to provide any legitimate detail as to when I provided this information. The explanation given was, "you must have given it to us." This person was not able to provide any information about who and actually when this information was provided. I am not aware of how the Seattle Times came upon this information, however, this business practice is quite suspect! Product_Or_Service: Newspaper Subscription

Desired Settlement: DesiredSettlementID: Other (requires explanation) A letter of explanation and a public announcement published by the Seattle Times that this practice will not be continued, period.

Business Response: On April 18, 2014 one of our retention representatives contacted *** ***** **** regarding a payment due. *** **** explained how he lost his card and it would take a week to get it replaced, but he did want to continue getting The Seattle Times at $2 per week billed every 13 weeks for $26 total. Our rep, **** explained he could use another card or ACH transfer via his checking account. *** **** choose to give the rep his checking account information for the payment to come out of every 13 weeks.
We record all our calls, however are not able to share them due to security purposes. If *** **** is interested in listening to the call he can contact me at ************ and we will schedule an appointment to do so.
Currently, *** ****'s payment is on office pay where we send an invoice every 13 weeks. This took effect on 12/06/14. I show on his account that a payment was made today, 1/27. His new expires date is March 19, 2015.
I hope this helps to explain how *** **** became auto-pay via his checking account.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
The Seattle Times has not used my "checking account" number information that I supposed to have provided in June 2014. I have contacted my financial institution and they stated that the Seattle Times was debiting my account using JUST my Credit Union member number. I have not reason to provide that number because it will/should not actually give access to my funds. I have spoken to the financial institution and the have sent a letter of apology for the mix up in providing funds to this company without proper authorization. If what the Seattle Times is saying is true, then why do they have a member number and not an actual account number. After a conversation with the Seattle Times representative, that representative stated that they would send my a letter of explanation and authorization for their alleged access to my checking account. I have received nothing from the Seattle Times by mail to explain anything. Companies like this that do so much with consumers can get away with so much due to the limited access that a consumer has. Any actions by the Seattle Times should be acknowledged by some means so a consumer has notice of what the Seattle Times thinks is the agreement. That is never the case. I had to contact the financial institution to stop the Seattle Times from accessing my funds through direct access. A large company can implement an acknowledgment process to provide verification of a transaction. By the way, I was not offered to listen to a recorded conversation with me, when I called to complain.

Business Response: I left customer a voice mail on 2/11 at 3:22pm explaining the situation a bit more and hoping *** **** will call me back to discuss further. On the recording *** **** provides his bank routing number, and account number for the ACH information. We believe in doing business in a manner that is of the highest integrity and all of our processes take that into consideration. Due to security reasons and PCI compliance, recorded calls can only be accessed via a secure server through my PC and one other. this is why the rep was not able to share this information regarding the recorded call. I look forward to speaking directly with *** **** to resolve this as we value him as a subscriber.

2/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have not been a customer of The Seattle Times for quite some time. I keep getting calls from XXX-XXX-XXXX and they wake me up in the morning. I have left 2 voicemails to have them remove my number from their list. It has not been done. They persist in calling me every morning and waking me up. this has happened the last 4 mornings. I called The Seattle Times circulation department and complained about it. It still has not been resolved.

Desired Settlement: I am on the DO NOT CALL LIST. Even though I was a former customer, this business should have to abide by my decision to be on this list and NOT CALL ME!

Business Response: Initial Business Response /* (1000, 5, 2015/01/22) */ BBB CASE#: XXXXXXXX **** ****** PO Box **** Bonney Lake, WA XXX XXX XXXX In researching this complaint - I did find that we entered a do not call notation on the account last week 1/14/15 and an email has been sent to the appropriate dept letting them know that this customer is still receiving calls. This should remedy the situation for the customer and we do apologize for the continued calls. **** ******* ************

12/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: At the Factoria mall in Bellevue, a guy had a table pushing every one pass by him to have a few weeks Sunday papers for $1. I told him I do not want to subscript the news paper. I asked him if they will continue any charge after the special promo ends. He said no subscription contract, no any charge after the $1 period end. Now, I got a bill for $14. I called the customer service and I was told that they had AUTO newspaper subscription for me. I never wanted to have the newspaper more than the $1 deal. I told them to stop the subscription. They said they will not delivery more paper for the future, but, I still owe them $14. The Bill said it is from 8/31 to 12/06, Why I did not get any bill/note before that? I could call them sooner if they had sent me anything let me know the upcoming subscription charge even I had never agreed to subscript it after the $1 deal.

Desired Settlement: Please stop the unfair auto subscription practice for people who do not want the subscription. Take the $14 off my account.

Business Response: Initial Business Response /* (1000, 5, 2014/12/18) */ The consumer alludes to the fact that they didn't receive any bill/notice prior or would have canceled. This the information we have regarding this account: *** *** started a Sunday only subscription on 6/22/14, prepaid the $10 for the 1st 10 weeks. The order form/receipt states subscriptions will continue unless we are notified to stop. We sent Invoices on 7/30/14, 9/8/14, 11/01/14. In addition, we called on 10/27/14 to make sure the invoice had arrived and the answering party agreed to send it in. On 12/15/14, *** *** called our customer service number asking to stop the paper, asked about how much they owed and agreed to send it in rather than pay over the phone. Unless there is additional information regarding the write off, based on the information we have, we need to be paid for the services rendered to cover the cost of paying the independent contractor for their deliveries to the *** *** residence. Sincerely, ***** ** ******* Initial Consumer Rebuttal /* (3000, 7, 2014/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your statement were totally wrong. I only paid $1 cash (not $10) and there were no form/receipt at all. The salesman at the mall said there as NO subscriptions after the $1 pre-paid period. I had never received any invoices before 12/15/14. I have NEVER received a call from you. I had never expected nor agreed to "send it in" after the the pre-paid $1 period. I called customer service on 12/15/14 when I received the invoice for the first time, I expressed the my disappointment and surprise. I told customer service the same information as I told you here, which is that I did not make the subscriptions after the the $1 pre-paid period. Final Business Response /* (4000, 10, 2014/12/24) */ *** *** and I spoke today via the phone. We have resolved this and will be eliminating the balance owed immedaitly. Complaint Response Date bumped because: Holiday Final Consumer Response /* (2000, 12, 2014/12/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks to every one's time on working on this problem. Thanks for calling me over the phone to resolved the problem. Happy Holiday.

11/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I pay for the paper 7 days a week, and I only ever get 2-3 papers per week. I only ever get the Sunday paper, and occasionally a few weekdays.

Desired Settlement: I WANT MY PAPER THAT I PAY FOR.

Business Response: Initial Business Response /* (1000, 5, 2014/10/15) */ I apologize that you had to go to this length to bring your service issue to our attention. I have forwarded this information to our Manager that oversees our independent carrier force in your area to make sure deliveries are made each and everyday. If you can tell me how many times you've been missed over the last 8 weeks, I will be sure to credit your account. I await your response. Sincerely, ***** ** ******* XXX-XXX-XXXX

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

Complaint: Today, I received a letter from ******, **** & ***** in the mail attempting to collect a debt from me for an account I cancelled from the Seattle Times Company. I originally signed up for a trial period with a gentleman selling Seattle Times at ******* in Bonney Lake, Washington. The trial period was for the month with an annual subscription to the website. I attempted to access the website and my password did not work and I never received the newspaper to my house in Bonney Lake. I called the Seattle Times and informed them of the problem and requested that the account be cancelled. The person on the phone said that this would be taken care of. I later received another letter for the Seattle Times attempting to collect a debt for the account and I informed the agent on the phone of the entire situation. He said that he would update the records and cancel the account. Now, I am receiving a debt collection letter on behalf of Seattle Times. Please contact the Seattle Times to cancel the account and remove this debt collection from my credit. Please call me at XXX-XXX-XXXX.

Desired Settlement: To remove the balance due of $65.34. I do not owe the Seattle Times money for not providing a newspaper or online use of their paper distribution.

Business Response: Initial Business Response /* (1000, 5, 2014/10/24) */ BBB Case #XXXXXXXX ******, *** In researching this complaint I found that the subscription started on 12/31/13 and the amount owed at that time was $25.00 and at that time we were given a credit card - there was a processing error so we never received the initial payment. On 2/12 I see a notation on the account that they would be sending in money but no funds were forthcoming on the account to date. Bills were sent to the subscriber on 2/3/14, 2/4/14, 4/7/14 and finally a last bill on 5/7. We then heard back from the customer on 5/5/15 regarding the bill. Lastly, we do not have any promotion that would give a customer a paper for a month only and digital for a year - that promotion does not exist. I do not know what transpired on the 2/12/14 call so I am going to write off this balance but for future reference our subscriptions do not stop upon expiration, the customer needs to contact us to stop their subscription and they owes us nothing and *** will be contacted to remove them from further collections. This should satisfy the complaint for *** ******.

7/22/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Someone came to my home wearing a Seattle Times shirt and told me they were going to start delivering a newspaper. I have told Seattle Times multiple times that I do not want a newspaper. This gentleman told me they were going to start delivering and implied there was no cost. Then he said that they wanted me to pay the newspaper delivery person $2 per delivery. At that point, I insisted I did not want a paper. Understand that this person was at my back door. I asked him to leave, he refused to leave and tried to ask me further questions. Finally, I had to shut the door in his face while he was still talking and walk inside and shut another interior door. I am very upset that I was being harassed at my own home on private property. Then I went to the Seattle Times website to try to communicate with them my complaint. There was no obvious place to register a complaint with them regarding this incident. At that point, I decided to come straight to the BBB.

Desired Settlement: I want to be able to instruct the Seattle Times to place my residence on a "no contact" list so that I will NEVER have to go through this again. Also, they need to look at their sales practices. When a sales person is requested to leave the premises, they need to leave immediately. My next step would have been to contact the police. The Seattle Times will easily alienate any possible future clients with these tactics.

Business Response: Initial Business Response /* (1000, 5, 2014/07/08) */ First of all please let me apologize for this issue. We contract out our door to door sales, however they need to follow strict guidelines that we've set. They did not do that and we will work to see that they do. In order to do that, can you provide the date in which this happened? I look forward to your reply and per your request, I have added you to our do not knock list. Thank you for taking the time to bring this matter to us.

6/25/2014 Delivery Issues | Read Complaint Details
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Complaint: This complaint is on behalf of my mother ***** ******, cell phone (XXX) XXX-XXXX. She asked me to transfer her subscription from her home XXXXX XXX** ** *** Renton, WA 98058 to the ***** at ***** ******* XXXXX XXX** ** ** Kent, WA 98030. I called the circulation number on Monday, June 2nd and asked the subscription to be transferred, they said it would be done after an address verification was done. NO paper has been received as of today June 9th. There was a voicemail on my mother's cell phone to call XXX XXX XXXX and I called this number 4 times and *** ***** called this number at least 6 times No one has returned one call as of today. I spoke to the circulation department every day have been told delivery would be made the following day, NOTHING. I have not heard from anyone from the Seattle Times in 7 days.

Desired Settlement: They owe my mother an apology and whom ever has the phone number XXX XXX XXXX at theSeattle Times need to be re-trained in her job. It is subscribers that keep the Seattle Times in business and this is the way way they treat their customers? I want to speak to someone in charge at an excutive level, not a mid level manager to explain why this happen. They charge a ridiculous price for an ever shrinking paper and they treat customers this way.

Business Response: Initial Business Response /* (1000, 5, 2014/06/11) */ BBB Case #XXXXXXXX ***** ****** I have spoken to Mr. ****** and feel that we have resolved this complaint. Initially we had an incorrect address - this facility has several buildings and they gave Mr. ****** an incorrect address, which he had given to us to us. We then were delivering to an incorrect address and then the telephone number that Mr. ****** was calling and leaving messages was incorrect. The ***/XXX-XXXX number was in our accounting dept and she was on vacation but managed to forward messages to our Home delivered dept on the 5th and the 9th of June. Meanwhile Mr. **** our Manager in the Home delivered dept at****/XXX-XXXX was trying to figure out which address was the correct one and he finally got the correct address and unit # and then delivered the paper yesterday and today. Mr. ****** indicated that when he called that our phone rep did not verify the address with him which should have happened. I did offer my apologies to Mr. ****** for this frustrating experience which he accepted graciously and I believe that this complaint has been resolved. **** ****** Customer Service 206/XXX-XXXX

3/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: It has been two months but I have not received my refund after canceling the subscription of Seattle Times. Below are the email exchanges. On 2014-02-11 11:20, Customer Care wrote: > Thank you for contacting Customer Service. You should have the refund next week. > We apologize for the delay. > > Sincerely- > *** > Customer Service Specialist > The Seattle Times Customer Care > > -----Original Message----- > From: *** Seng **** mailto:************@digipen.edu > Sent: Monday, February 10, XXXX X:XX PM > To: Customer Care > Subject: RE: Stop subscription (KMMXXXXXXVXXXXXL0KM)XXXXXXXX > > Hi > > Hope this email finds you well. > > I have not received my refund of $18.82. It has been more than a > month. I would like to know the status of the refund. Thank you. > > Best Regards > ****** **** > > > -----Original Message----- > From: Customer Care mailto:************@seattletimes.com > Sent: Tuesday, January 21, 2014 4:12 PM > To: ************@digipen.edu > Subject: FW: Stop subscription (KMMXXXXXXVXXXXXL0KM)XXXXXXXX > > Thank you for contacting Customer Service. Your request has been > processed. We only send refunds once a week you should get it by the > end of next week. Please call our office at 206/464-2121 or > 800/542-0820 between the hours of 5:30 a.m. and 5:00 p.m., Monday > through Friday; and 7:00 a.m. to 12 Noon, Saturday and Sunday should > you have any additional questions. Please note that we normally need > 48 hours to process email. > > Sincerely- > *** > Customer Service Specialist > The Seattle Times Customer Care > > ***** ******** ***** ******** ************@seattletimes.com > M-F: 7:00 a.m. - 6:00 p.m. S-S: 7:00 a.m. - Noon > > Original Message Follows: > ------------------------ > > Hi > > Hope this email finds you well. > > I have not received my refund of $18.82. I would like to know the > status of the refund. Thank you. > > Best Regards > ****** **** > > On 2014-01-04 08:18, Seattle Times wrote: Dear ****** ****, Thank you for contacting the Seattle Times Customer Service Department. We are sorry you are canceling your Seattle Times newspaper. Please accept our apologies if we have neglected our service commitment to you or disappointed you in any way with our product. The soonest date that we can stop your account will be on January 6, 2014. You will be receiving a refund check of $18.82 within 7 to 14 business days. If you wish to re-subscribe in the future, you can do so at: https://services.nwsource.com/subscribe/times/index.aspx Please call (XXX) XXX-XXXX or toll free at (XXX) XXX-XXXX regarding additional questions or updates to your account. Our business hours are between 7:00 a.m. and 6:00 p.m., Monday through Friday, or 7:00 a.m. to noon on weekends and holidays. ******* Customer Service The Seattle Times Company p: 206/XXX-XXXX p: X-XXX-XXX-XXXX e: ***************@seattletimes.com www.seattletimes.com Original Message Follows: ------------------------ Hi I would like to stop subscription immediately and request my refund of $20. The subscription will start on 5th January 2014. Your sales representative was going around my neighborhood selling 10 week Seattle Times subscriptions for $20 and he knocked on my door. The guy was pushy and I felt sorry for the guy and so I relented. However, I had buyer's remorse and see no need for a subscription as we do not read newspapers.

Desired Settlement: Refund of $18.82.

Business Response: Initial Business Response /* (1000, 5, 2014/03/06) */ Better Business Bureau Case # XXXXXXXX ****, ******** XXXXX ** **** ** Redmond, WA XXXXX In researching this complaint I notice that the address that Mr. **** provides of XXXXX ** **** *********** XXXXX is not the address that received a refund in the amount of $18.82. The address was of a ****** **** and a refund went out on 2/11/14 at an address with the same name and in the amount of $18.82 that went to an address that was on ***** ***********/XXXXX. I have checked with our customer accounting department and the check was issued on that date, however it has not been returned to us nor has it been cashed. It sounds like it got lost in the mail. So customer accounting is going to reissue the check and if Mr. **** could provide us with the address where he wants this sent, we can get this resolved for him shortly. **** ******* Customer Relations ***/XXX-XXXX Final Consumer Response /* (2000, 7, 2014/03/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Please tell them to reissue the check to my current address. Thanks. ******* **** XXXXX ** **** ** Redmond, WA 98052

11/18/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: I am writing you today about the poor follow through and continued bad service from The Seattle Times. This is fairly simple, every time I take advantage of one of their promotions, I call to cancel and the paper continues to come. I call again and usually by the 3rd call, the service is discontinued. In this case not only did they not stop service, on two occasions when I called to address the bill, they told me they would credit the $3 overcharge from not deactivating per my request. I had started getting my paper during my Sunday am walk until they called me to come back for a new promotion. When the bill came, I saw that they still have not credited the $3 to my account. I advised that as soon as they did, I would tender payment. The person I spoke with appeared to be a English as a second language person and it was obvious to me anything off her script was truly foreign to her. Now the good people of The Seattle Time are calling me a dozens of times a week. So be it, they can have my payment once they correct my bill and stop wasting my time when I call and you advised that you have taken care of something you have not! Now several weeks ago, my service was stopped and I am beyond disappointed with The Seattle Times and their ability to unsuccessfully resolve a $3 issue that they themselves created!

Desired Settlement: 1) the immediate correction of previous billing errors. 2) The reinstatement of my promotion. 3) offering an additional year of the promotion for the same period and price as a thank you for not only being a long time subscriber, but apology for hours writing, calling and repeating this completely unavoidable episode with them because they decided to farm out their customer service.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/21) */ BBB CASE#: XXXXXXXX *** **** ******* In researching this complaint, I did not find that *** ******* called us to stop his subscription. He was stopped for non payment in the amt of $7.09 on 7/28/13. *** ******* was billed on 2/10/13 in the amount of $3.87 for the cycle of 1/27/13 - 2/9/13 and he stopped his subscription on 2/10/13. He was not overcharged, it was an outstanding bill that he had not paid. On 4/21/13 *** ******* was contacted by our telemarketing department and he started his subscription again and we billed him on 4/28 for the past due amount owed and the current amount owed in the amount of $15.83 for the billing cycle of 4/21/13 - 4/19/14. We billed him again on 5/28/13 and a final bill was sent on 7/17 in the amount of 7.09 for the cycle of 4/21/13 through 7/27/13 which has not been paid for non payment. If *** ******* would like to continue with his subscription and take advantage of his subscription that would take him through 4/14, we will honor that but he would have to pay the $15.83 amount owing for that subscription which he started in April. Or if he does not want to go forward, he still needs to pay the $7.09 owing. I feel that this is fair to both parties. **** ************** Customer Relations Consumer's Final Response /* (4200, 11, 2013/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) With the adjusted balance and reinstatement of my promotion, with additional weeks added as lost. I will issue prompt payment to the Times as that was always my intent. This is a situation that should not have required this level of intercession, back and forth or deliberation to resolve. Look at the collective resources it took for a $4 adjustment. That is the reason business are not only failing, but receiving poor ratings from consumers. If **** is going to be the focal for this it would be helpful to have her direct line. I am available to call her so we can bring this matter to a close. Business' Final Response /* (4000, 9, 2013/08/22) */ BBB CASE#: XXXXXXXX **** ******* We produce and sell a newspaper and we sell our newspapers to independent contractors that must be paid when they deliver our products. We have paid our indpendent contractor for these papers. We have to make every effort to collect from our customers. We do record calls but do not go back this far. The only call we have on record is for a wet paper in ***. We will write off the balance of $3.87 as *** ******* has requested and the amount owing on his account is $3.22 which he has stated he will pay. This resolution should satisfy the complaint. **** ******* Customer Relations Consumer Response /* (3000, 18, 2013/10/30) */ I contacted the Seattle Times and BBB months ago about a continued issue I had with billing and service. In the final offer from the times, I advised that I would accept settlement once the promised action took place. The BBB closed the case stating that they had no way to monitor this. I advised that i would send a mail advising that the Seattle Times followed through on their promise. As expected, the Seattle Times did not make good on their promise and the BBB was equally at fault for not seeing this process through. I am requesting that the case be reopened and not closed until the entire transaction is documented and complete. Business Response /* (4000, 20, 2013/11/01) */ Clay Luckett, my name is Dayne Turgeon and I am the Customer Relations manager. I left you a voice mail today on the number you provided in this complaint. We are surprised and confused by your continued responses regarding this matter and feel that we have gone the extra mile to resolve this in writing off the amount you owed. My assumption is there is something we do not understand completely and would greatly appreciate if we could talk in person to resolve this. My direct number is 206-652-6378. I look forward to speaking with you directly.

9/4/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I canceled my subscription to the Seattle Times a few months ago. Almost immediately after I canceled, I got a few extremely high pressure phone calls from salespeople who wanted me to reinstate my subscription. They wouldn't take no for an answer! I stopped picking the calls up. However, as weeks have gone by, they call more and more often. They now call my cell phone 3 times a day, every single day. Today, they have called me twice already, and have actually started calling me from a different phone number, perhaps to try to trick me into answering. It is almost like harrassment. I am not interested, and I want them to stop calling me!

Desired Settlement: I want them to stop calling me.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/29) */ I have entered a do not call on your phone number of XXX-XXX-XXXX. On our caller ID, we only use one number so if you are seeing two different numbers, could you please provide that information so we can research it? In addition, if you have other numbers than the XXX-XXX-XXXX we have on file, please provide those so we can add them to our do not call file as well. We apologize for the issue and thank you for bringing it to our attention. Consumer's Final Response /* (2000, 12, 2013/09/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Happy they fixed the incorrect number. Happy that the calls will stop. Business' Final Response /* (4000, 10, 2013/09/03) */ We noticed the incorrect number as well when searching our records and eliminated both numbers from calling. Thank you for your response and we should be good going forward. *****

7/26/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I am receiving up to 7 calls and messages a day from this business at my home. Telephone number: XXX-XXX-XXXX. In fact i went on a vacation and they filled my voice mail up with messages. I have asked repeatably to have mu phone number removed from their calling list

Desired Settlement: I would like my number removed from their lists

Business Response: Business' Initial Response /* (1000, 5, 2013/07/26) */ BBB CASE#: XXXXXXXX I have entered Mr. ********'s phone number(s) on our internal do not call list (************ and also ************). This may take a couple of days but the phone calls should stop. I think this comply's with Mr. ********s desired resolution. **** ******* Customer Relations ************ Consumer's Final Response /* (2000, 7, 2013/07/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/25/2013 Delivery Issues | Read Complaint Details
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Complaint: I have wasted an inordinate amount of effort trying to stop receiving the Seattle Times "Local Market" publication: 1. Called to unsubscribe, told to wait for someone to contact me to get my address. 2. Weeks later, called again, and again told to wait. 3. Weeks later, called again, gave address and was assured the mailings would stop in a few weeks. 4. Two months later, still getting mailings, called again, left a message, call was returned and again my address was taken and I was assured the mailings would stop in at most a few weeks. 5. Another two months later I am still receiving this unwanted mail.

Desired Settlement: I only want my address to be permanently deleted (as has been promised several times) so I stop receiving this junk.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/23) */ BBB CASE#: XXXXXXXX In researching this I did not see anything in our internal records and I did forward this to our Home Delivery department to ensure that they are not delivering anything. In addition I sent this over to the Local Market staff to ensure that this address is removed from the mailing. I do apologize that this has not been rectified before this. I am confident we can get these publications to stop. However, if any other issues arise I can be reached at the number below. I hope that this solution is satisfactory. **** ******* Customer Relations Consumer's Final Response /* (2000, 11, 2013/07/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. If I am still receiving them in a few weeks I'll reopen the complaint. Business' Final Response /* (4000, 9, 2013/07/25) */ BBB CASE#: XXXXXXXX I have been assured that this address has been removed and I do apologize that I left my number off - here it is ***/XXX-XXXX. Please don't hesitate to contact me if you have any further problems. **** ******* ***/XXX-XXXX

6/25/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: I signed up for Seattle Time Newspaper at Safeway, Kingsgate Location. You get a deal where you are charges only $25 for the first 2 months of your subscription and can cancel at anytime but even if you cancel you still pay $25 for the first two months each month so your total would be $50. I called and cancel I believe it was about 2-3 weeks after signing up because we just don't use the paper or the coupons that come in the sunday paper. Today I checked my bank account and Seattle Times charged me $42.50. I called customer service and was told they did't charge me. Well they did I have proof on my bank statement. The guy put me on hold for a long time. He came back and stated that they didn't take it out its a hold. It may be a hold on their end but it was deducted from my account.

Desired Settlement: They need to refund my $42.50. Also because they overcharged me they need to not charge me for the 2nd month of $25. I also want them to never send me another paper and again!! I don't want anymore for the month of June..so don't charge me.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/07) */ Case #XXXXXXXX ******* *** In researching *** ***** complaint, I did see the pending $42.50 charge and it has been removed. It was an office error and we apologize that it occurred. That being said she has already been charged for the last 5 weeks of her promotion of $25.00 on 6/6/13. If *** *** wants to stop prior to the end of the promotion, we can do that but we will have to charge her for the $20.00 premium that she received at the time of the promotion. We will gladly enter a stop for her and take care of that right away or she can keep the subscription until 7/11/13 and not be charged for the premium. I hope this clarifies what transpired with her account. **** ******* Customer Relations Consumer's Final Response /* (2000, 12, 2013/06/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) **** ******** Thank you for taking care of this issue. I appreciate the refund of the $25 and the stop on the telemarketing calls. ***** ***** Business' Final Response /* (4000, 10, 2013/06/21) */ BBB XXXXXXXXX *** ******** We responded to this complaint on Friday June 17 but do not see it here. So we are responding again. This account has been stopped and the $25.00 has been refunded to *** ********* The promotional gift is hers to keep, we will not charge her for that. Lastly, the account has been added to our internal do not call list so that she will not be bothered with anymore telemarketing solicitations. We feel we have complied and feel that this will satisfy the complaint. **** ******* Customer Relations

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

Complaint: I have twice minimized my subscription with the Times after being a long time reader. The first time because of decreased quality of the paper and the second because I went on disability and needed to watch my finances. each time, after a short time, I received a phone call saying the Times was going to restore my service free of charge. This last time I had previously agreed to automatic billing on my credit card. Specifically asked, would I be notified when this free service stopped, because I was not willing to pay the $70 fee for full service. I was assured I would only be billed for the 3 day a week I had ordered. Looking back at my statements I have been billed for almost 6 months with NO authorization from me. I really feel like a victim of bait and switch and am tremendously disappointed in these kind of techniques from what he once been a reputable newspaper.

Desired Settlement: I cannot ask for a refund even though this has put me at a financial hardship I would. Like an apology and I will miss reading my paper

Business Response: Business' Initial Response /* (1000, 5, 2013/06/07) */ Case #XXXXXXXX ******* ******** In researching this account, Ms. ******** has been a long time subscriber and has had several promotions on her account. Ms. ******** did start with a telemarketing promotion, however at the end of the promotion it did revert to full price. I apologize that the telemarketing rep did not convey this to Ms. ********. However, it did show up on her credit card statement and if she had called us earlier we would have taken care of it at the onset. That being said, I have added an additional refund of $35.75 to Ms. ********'s credit card. The difference in the full price of $76.70 and what she should have paid $40.95. I hope this satisfies the complaint by Ms. ********. **** ******* Customer Relations


Customer Review(s)

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Customer Reviews Summary

3 Customer Reviews on The Seattle Times
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