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Wisconsin

BBB Accredited Business since

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Description

This company offers newspaper publishing & distribution.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Journal Communications 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 Journal Communications include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 83 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

83 complaints closed with BBB in last 3 years | 16 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 11
Billing/Collection Issues 15
Delivery Issues 25
Guarantee/Warranty Issues 0
Problems with Product/Service 32
Total Closed Complaints 83

Customer Reviews Summary Read customer reviews

6 Customer Reviews on Journal Communications
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 6
Total Customer Reviews 6

Additional Information

top
BBB file opened: January 01, 1952 Business started: 01/01/1882 in WI Business started locally: 01/01/1882 Business incorporated: 01/22/1973 in WI
Type of Entity

Corporation

Business Management
Mr. Marty Kaiser, Editor in Chief Ms. Kelly Wood, Director Ms. Elizabeth Brenner, President Mr. Hugh McGarry, Senior Vice President Sales & Marketing Mr. Steve Smith, Chairman & CEO Mr. George Stanley Ms. Anne Westfahl, Executive Assistant
Contact Information
Principal: Mr. Marty Kaiser, Editor in Chief
Principal: Ms. Kelly Wood, Director
Business Category

Newspapers Newspaper Publishers (NAICS: 511110)

Alternate Business Names
CNI Community Newspapers, Inc. Journal Company Journal Interactive Journal/Sentinel, Inc. JS Direct Metro Parent Milwaukee Journal Sentinel Newspapers, Inc.
Additional Information

There is a proposed settlement in a class action lawsuit regarding Run of Press Advertising in the Milwaukee Journal Sentinel (MJS). The Settlement will provide credits to the Settlement class, payment of attorney's fees and expenses, as well as an incentive award to fully resolve the lawsuit. The Settlement resolved a lawsuit alleging that Journal Sentinel, Inc overstated the net paid circulation number of the MJS.


Additional Locations

  • 1741 Dolphin Dr Ste A

    Waukesha, WI 53186 (414) 224-2989

  • 333 W State St

    Milwaukee, WI 53203 (414) 224-2000

  • PO Box 661

    Milwaukee, WI 53201

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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

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Complaint Detail(s)

10/23/2014 Advertising/Sales Issues
10/8/2014 Billing/Collection Issues
9/23/2014 Delivery Issues
9/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Subs under son's name - but I have paid for several years. No paper delivery! Have used antiquated phone complaint system. Wrote letter to circulation. Subs into Oct and with missed issues - into November. Only response is invoice for future service WITH PRICE INCREASE. Want a two month refund or regular del as agreed upon. Will not subscribe again!!

Desired Settlement: Deliver

Business Response: I do apologize for the repeated poor delivery service you have experienced. This is not how we want our valued customers to be treated.  As per your conversation with ******* on Tuesday, 9/10/2014 a refund was generated 9/6/2014. Typically we ask that you allow 4-6 weeks to allow for processing and delivery through the US Postal service.  Many customer do receive it much faster but if for any reason you do not receive the check by the end of the month please contact me directly at telephone or email below.  

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

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

 

****** ****

 

 

 

8/7/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On April 12, 2014 I purchased a subscription of the ********* ********* **** while attending the ******* ***** **** in Madison. It was supposed to be a special rate for the horse fair attendee's. I have not received an issue at all. I have called twice on this issue. The first time they said that the issues were not to start until June and that she would extend my subscription one additional month and resend out my July issue...never received that. I then called again stating I never received this and she then extended my subscription another month and said the august issue would be getting sent out...never received that. There are lots and lots of people that are not receiving their issues of the ********* ********* ****. We have never had issues like this prior to Milwaukee Journal Sentinel taking this monthly magazine over.

Desired Settlement: It is now August and most horse shows are coming to an end for the season, I want my money back and I sure hope that the people that advertise with this magazine are aware that it is not being delivered to their customers.

Business Response: I apologize for the frustration regrading your delivery.  A paper is being mailed to you at ***** **** ***** ******** ** ***** as of the June issue.  Once the product leaves the building we have limited options for resolution but do work closely with the US Post Office to help resolve situations like this.  Putting a publication watch on the subscription with the USPS has had some success in the past. This is a procedure where the product is tracked from the originating post office to the final destination (your local post office) and each stop along the way. I'll be happy to initiate a publication watch and continue delivery free of charge for the next 3 months to see if this resolves the delivery issue. In the meantime I'll process a full refund of the $24.00 paid. If delivery has improved and you wish to continue, an invoice will be generated and you can submit payment again. 

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

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I will accept their offer of sending the NEXT three months issues free of charge, I don't need Junes as that will be all expired information in there.  In the meantime they will be sending me a credit of $24 in the mail but I do not want this case closed until I receive the credit since I cant take a word they say to be true as they have send they were sending me issues of the last 3 months of this magazine and I never got them.  Once I receive a check in the mail then I will be happy to close this case.

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

Regards,

 

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

8/7/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Again, the J/S delivered a paper (Sunday) with a missing TV Screen section. This is a recurring problem with apparently no solution. We have complained to you in the past about this, and it appears we will have to continue to do so. We have been subscribers since our grandparents/parents time. We never had such problems with the old Milwaukee Journal, but the Journal/Sentinel is different. They show a complete lack of care in their dealings with subscribers. We are about the last people we know who do subscribe, and that might not continue. They have no competition for daily printed news. In the past we have tried to deal with them directly, only to have to go through their exhaustive automated phone system, and be lied to if you can actually talk to a person. Since no one is there on a Sunday you can't get through to anyone in a timely manner. When you talk to someone on Monday, they will assure you someone, even a supervisor will deliver it. They don't. After a few days they use the circular logic "why would you want such an old newspaper?" Upon a previous complaint to you, we got a call from an 'Andy' who apologized and gave us his number to call to "straighten anything out." Since then I have called him, but with no results and after that not at all.

Desired Settlement: To get the newspaper we pay for, get it complete, and not have to go through all this drama. In the past we didn't complain to you until quite a few items were missed. But if history repeats, we can look to missing this section or others on a hit-or-miss basis over the next few weeks until you can intervene. They just don't learn, care or both. Sorry to have to bother you again, and thanks for your help, again.

Business Response: I understand we attempted to follow up on your concern and you did not wish to speak to us.  I agree it can be frustrating when you have paid for a product and need to make repeated calls to receive it.  Please know we will work with the manager for the area as well as the contractor delivering your newspaper each day to ensure this is resolved.  I do not wish to further aggravate you so we will not attempt to contact you again to discuss but please feel free to let us know if delivery is not resolved to your satisfaction. I'm confident we can restore yor confidence in our delivery.  However,  If at any time you are not satisfied, please let us know and we will issue a full refund of your subscription. 

 
For your future reference the best number to reach us at to ensure your account updated timely is ###-###-#### or by email at ********************.  
 
Respectfully, 
***** ****
###-###-####

Business Response: Mr. ***********, 

 
I'm sorry we failed to delivery you the missing section. As you were not interested in taking our phone call, I did not know a replacement TV Cue section had not yet been delivered. This replacement copy should have been delivered after your initial phone call.   A TV Cue section from 7/20 along with  7/27 and 8/3 will be sent to you via USPS. I realize you may not have missed the follow weeks but to be sure, I have included those along with the 7/20 edition.  Additionally, an extension of 7 days has been added to your account for aggravation. Your expiration date of 10/3/2014 his now 10/10/2014.
 
Respectfully,
 
***** 
###-###-####
*************
 
 

Consumer Response:

Better Business Bureau:

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

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

I still reject the response because the Journal/Sentinel is still lying. I repeat, as I have before, that I did NOT refuse to take their call. I did talk to their representative (last-sounds like ******.) I did at length, but she never said she would do anything. She apologized profusely but never offered to make good on delivery. Again, this is typical of the modern Journal/Sentinel in that they expend their effort covering their anatomy rather in error rather than make good on those errors, or to be responsible in the first case. No missing sections since the last writings, but don't know how long that will last. I don't want to complain, but the J/S doesn't correct itself without it. In the past we let slide these incidents or tried to deal with them, to mixed results at best. From now on, we will take these disputes public (to you.) All we want is the paper we pay for, complete, and without having to resort to formal complaint.

7/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We sent in two checks for a renewal of a subscription and have still not received a renewal or our money back. The second check had been cashed long before they informed me the check had not been received. This process has taken about 2 months after talking to numerous people in their customer service department and we now have written to the publisher requesting her help.(not e-mail)

Desired Settlement: I would just like to get the money back I had sent in and did not receive a subscription!

Business Response: Dear Mr ******,

 
I apologize for the frustration your have experienced. Our records indicate you contacted us 6/24/2014 to inquiry about your payment.  The customer care agent you spoke with immediately began researching your concern. On 7/2/2014 the payment was located and applied to your account.  The agent you originally spoke with followed up with you at the number listed on your account (###-###-####) to notify you of the outcome and that delivery would resume 7/3/2014.  I regret there was an error posting your payment when it arrived. A credit of 60 issues was applied to your account for the inconvenience. 
 
If I can be of any further assistance, please let me know.
 
Sincerely,
 
***** ****
** *********** * ******** **** *************
###-###-####

Business Response: I apologize for the confusion.  Due to the timing of receipt of this complaint and the call the representative made earlier in the day on July 3rd I made an incorrect assumption.  As per the the subsequent conversation you has with the representative later on July 3, 2014 a full refund has been issued in the amount of $156.00.  Typically processing of a check refunds takes 4-6 weeks however, due to the aggravation you have already encountered we are expediting this as best we can. You should expect your refund sometime next week.  Please be aware we can not be responsible for delays within the postal service.  We will do everything possible to delivery your full refund in a timely manner. I regret your experience was unsatisfactory during this situation.  If I can be of any further assistance please don;t hesitate to contact me.    

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

Consumer Response:

On Tue, Jul 29, 2014 at 9:28 AM, **** & ******** ****** ********************* wrote:

I just thought I'd let you know the Milwaukee Journal Sentinel finally returned our payment of $156.00.   It contained no note or indication of apology for the hours of time we spent on this, just because their office doesn't communicate with accounting.   
 
We appreciate your help.   Without it, I think we'd still be spinning our wheels.   Gratefully,
******** ******.

 

 

 

6/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have experienced multiple problems with this organization. 1.) When I first subscribed to the paper I requested assistance with setting up an online account. I was not provided dwith account login credentials (i.e., username and password) when I subscribed. The site was difficult to navigate for finding out how to set this information up. I needed this information to access the digital version of the paper, as well to check account status, payment information and for placing delivery holds. It took 3 full business days and 3 different emails to customer service to resolve this issue. This is an inquiry that should have been addressed and responded to in much more timely fashion. 2.) When contacting customer service via phone, the hold time is exceptionally long. I was on hold each time I called for 20-30 minutes. This is unbelievable! 3.) In the first 2 weeks of delivery, I missed receiving my paper at least 5 days. I used to be a paperboy and missing 1 day for the ******** ******* was a big deal. It really seems as if the Journal Sentinel could care less about missed deliveries. 3.) When I cancelled my paper I was told that delivery would stop. It did not stop. I kept receiving papers on and off. Some days I would get one and some days I did not get one. I did not want the paper anymore, was told it would stop being delivered and I still received poor delivery service and unacceptable delivery times. Some days the paper would be delivery late mornings or early afternoon. 4.) I requested the paper be placed on hold for delivery while I was away on vacation. I requested this well in advance. While I was away I still continued to receive the paper. This took place even after I had cancelled. It makes it seem as if having that feature is useless and that nobody checks it when customers request something. 5.) Then in a few days after I had cancelled the delivery of my paper, I started receiving calls from a 3rd party to re-subscribe. Not only were they pushy, but they came off as if they were attempting to sound like debt collectors and made it difficult to understand the name of their organization. I requested that they stop calling on 2 calls. I ended up blocking incoming calls from their phone number in order to stop receiving calls. They started calling daily even after I told them that I did not want to continue to be called. I felt like I was being harassed. I also have not received the credit for undelivered papers that I was told I would receive. 2 customer service representatives told me that I would have received this by now. One of them said I would receive a credit card credit and the other representative told me that it would be mailed in the form of a check. On all ends and in different departments, this company is backwards, inefficient and incompetent. I would never recommend a friend or family member subscribe to a service that this company provides. To anyone considering subscribing with the Journal Sentinel, stay away!

Desired Settlement: I would like a credit for one half of the month's subscription cost. I cancelled the delivery at the middle of the month from when I originally subscribed. 2 customer service representatives of the Journal Sentinel that I spoke with over the phone told me that this was going to happen. It has never occurred. Also, I would like an apology for the many different kinds of unsatisfactory problems that I have experienced dealing with this organization.

Business Response: Dear Mr. *******,

 
I apologize your experience with us did not meet your satisfaction. It appears we fell short on more then one occasion. Your account did stop 3/11 when you requested it to be and the carrier should have discontinued deliveries at that time.  The representative you spoke with on 3/20 did follow up with the field to ensure the message was received by the carrier and confirmed your refund amount. I'll be happy to refund you the difference of your payment and the refund amount honoring a full refund. This will be processed immediately. If your credit card is still on file you should see it on your account within a few days  - depending on your financial institution.  If a check needs to be issued please allow 4-6 weeks for delivery.  
 
I've also follow up on the calls to your home. Although there were repeated calls to your home we show only contact made. At that time, and at your request, we placed you on the Do Not Call list and no further calls have been made to your number (###-###-####). Our goal is not to frustrate you in attempting to reach you and I regret this occurred. The number referenced in this email will not be dialed again, however if you have additional numbers you must  alert us so we can remove the as well.
 
If I can be of any further help feel free to contact me directly.
 
***** **** *************

Consumer Response:

Better Business Bureau:

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

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

5/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We were on automatic withdrawl our billed was paid we switched accounts they retook the money again. Called talk to **** oh yes I see the overpayment will return it-no money Called they asked for documentation (******) sent it in no response waited 2 weeks called again got ***** was told no paper work came in. Yes I sent it said he would call back, never did called again ***** on the phone oh yes I see now will refund no refund no call called again oh now we can't refund your money.

Desired Settlement: refund of $53.29

Business Response: Dear Ms. ******,

 
I apologize for any confusion when speaking with our customer care agents.  I attempted to reach you via telephone to walk through your payment history but was not successful. I will try to do so here but please feel free to contact me directly if further explanation is needed. Your account is set up to bill monthly to your credit or debit card on file. However we were not able to collect payment for November or December. Both of these attempts were rejected by the bank. Therefore when the charge when through on January 4th, it was for 2 times the amount to make up for the past due amount. The next charge on January 29th, was for February deliveries.  From there, charges have continued monthly at the end of each month's for the following month's deliveries. Your last charge was no 3/29/2014 and you are currently paid through 5/1/2014. I hope this answers your questions. Please do feel free to contact me and again, I do apologize for any confusion. I know how frustrating it can be when charges skip month's and we have to play catch up.
 
Regards,
 
***** ****
*************
###-###-####

3/31/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Effective 2/16/14 I prepaid for a year paper edition of the Sunday journal. After repeated calls to the company, I was able to read the online edition, but only received one paper edition and that was two days late!!!! I was given a gift card for signing up for a year. I would like my money refunded. Very poor customer service.

Desired Settlement: cancel subscription.

Business Response: Dear Ms. ******,

 
I regret we failed to resolve the delivery concerns and meet your expectations.   You should not have to contact us repeatedly for the same issue. A full refund of payment, less the gift card received at time of purchase, was processed  on 3/27/2014 and credit applied to the card ending in *****.  As stated in the order form and expressed to you during the conversation with our representative, the amount of the gift card is deducted from all orders cancelled within 6 months.  If you allow us an opportunity to resolve the delivery issue, I can assure you we will meet your expectations and you will not be charged for any delivery until you are completely satisfied.
 
Please feel free to contact me directly if you have any further concerns.
 
Thank you,
***** ****
*************

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

 

***** ******

 

 

 

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a paid in full yearly subscription with the paper and despite the once in a while delivery issue etc..., I have never had a problem that could not be resolved by a phone call until now. I have always been told that all I have to do is call and CANCEL the paper at least 24 hours in advance of stopping delivery and when I want to restart delivery, all I have to do is call at least 24 hours in advance to begin service again. The paper can check my account record details for previous events that this has been honored and I have not been charged and the subscription date has been extended to account for the period of time I did not have the paper delivered. I have previously been told specifically to CANCEL the paper delivery vs. use a vacation hold as a vacation hold request can be charged due to having online access (of which I did not want or use). On 1/2/14 I called the paper as I have done in the past and advised to CANCEL beginning 1-8-14 and that I would call when I was ready to restart. On 2-10-14 I called to restart on 2-15-14. On 2-17-14 I called to verify the extended subscription date and I was denied an extension. Today I received a check for the remaining balance of my account for which I am disputing the charges for the 5 weeks for which I had previously cancelled the paper.

Desired Settlement: As I stated to the paper over the phone on 2-17-14, I would prefer to settle this by keeping my original subscription and have the paper honor the 5 week & 2 day cancellation by means of an extension on the subscription, however if the paper is still unwilling to fulfill its previous agreement(s), then I will compromise by being reimbursed by check for the 5 weeks and 2 days that the paper was cancelled for. and that I did not receive.

Business Response: I apologize for any confusion the recent change in vacation policy has caused as well as any misunderstanding that occurred during the recent telephone conversation with the agent you spoke with.   However, your account was not charged for delivery or online access as of 1/8/2014.  When you contacted us last week and requested a refund, it was processed with your account balance as of 1/8/2014.  Had you restarted your account at that time, you would have resumed delivery from that same point, with the expected "credit" that you are requesting.  If you wish to contact me to discuss in more detail, please feel free to do so.  

 
Please also allow me to clarify the vacation policy.  Credit for a temporary delivery hold is not given unless the hold is more then 30 days. While we have made exceptions in some cases, it is not our policy to give credit for holds less then a 30 day time period.
 
Thank you,
 
***** **** ************ *************
 

Business Response:

I regret my attempts to reach you via telephone to discuss this in more detail were unsuccessful. I had hoped I could clear up any misunderstanding there may still be regarding your account.  Please know you were not charged for the delivery during your vacation from 1/8/2014 through 2/15/2014.  Our records show your last payment was made in June 2013 for delivery from June 2013-June 2014. Your first vacation in November from 11/24/13 – 11/29/13 extended your subscription as did the recent vacation from 1/8/2014 - 2/15/2014.  If you would not have canceled your account, your new expiration date would have been early August.   After speaking with our customer care agent, at your request your account was cancelled and a refund check was mailed to you on 2/8/2014.  Also at your request, we mailed a paper check rather than issuing a credit back to the credit card we had originally charged when you made the payment.  If you have not yet received the check in the mail, please let me know. 

I see from your letter you feel your date after the November vacation was late July which may be adding to the confusion. I hope we can resolve this to your satisfaction.  I would be more than willing to discuss this further and help clarify any outstanding concerns.  

 

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 does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I was able to connect with ***** via return phone call on 3-13-14 and I believe we have agreed to disagree.  I have received a check in the mail as it made no sense to me to credit my card that was paid in full over six months ago.   Also we agreed that a yearly contract does not work for the J.S. OR for us when it comes to holding/cancelling the paper more than once a year (no matter the 30 day period or not) as it is just to much work for the J.S..

 I find it unfortunate that the J.S. assumes when a paper is held that it is for vacation purposes and I hope that for future customers they will take into consideration that there are times when some one’s health plays a role in partaking in the enjoyment of receiving a paper.  Thus brings the realization that a yearly contract is not suitable for our household needs since we do not utilize any portion of their online offerings.

Hopefully the sales team will discontinue making claims of how easy it is to just call and cancel the paper when need be and then call to restart it again, stating that the only condition is to be sure to allow 24 hours notice of either.

There are plenty of other opportunities for written reading material in our area and we will oblige those businesses accordingly.

Regards,

***** ******

 

 

3/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a 6 month subscription to their newspaper. I received a renewal notice which I did not open as I was not going to resubscribe. The company continued to send the paper. As there had been previous poor service of non delivery, it became unclear as to when the subscription would actually expire. I contacted Journal/Sentinel to ask when the paper was no longer going to be delivered. They told me it had expired and I was on a "grace period." They asked me if I wanted to resubscribe and I told them no. They then said I was to be charged for the papers delivered after the subscription had expired. I told them it was unacceptable to pay for a service I didn't want or ask for. I told them I did not know of a grace period and that when a renewal notice is rejected they should have discontinued service. I asked them why they would continue to send a paper when their had been no approval of reception of the paper since no re-subscription notice had been submitted. Again they said it was for a "grace period." The bill has been paid under protest. I have sent a letter with the bill explaining why and that this business practice was being reported to the BBB.

Business Response: Dear Ms. ********, 

 
I apologize for any confusion over your subscription renewal. I've attached a copy of  the ****eting piece you originally received when you subscribed which indicates delivery continues until we are notified of cancellation.  To help avoid any unwanted newspaper from being received, we also send out renewal invoices about 30-45 days in advance of expiration allowing subscribers the opportunity to contact us or you can simply return the invoice with your cancellation wishes noted accordingly.  The renewal notice also also states delivery will continue unless we are notified. I do understand from your complaint you failed open this notice from us.  At this time I do not show a payment on your account.  Although I feel you received a product and were billing accordingly I understand there was confusion and will refund the grace period payment when it is posted to your account.  Please note, you must allow 4-6 weeks processing time for the refund after we have received your payment.  If you'd like to check back with me next week to see if your payment has been applied to your account please feel free to do so.
 
***** ****
*************

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is personally satisfactory to me except for being referred to as Ms.    I still feel this practice is unacceptable because most people do as I did and toss the notice without opening.  I'm sure their hope is, that most people will toss the notices without opening and, won't fight this and therefore, will pocket the money.


Regards,

 

Mr. **** ********

 

 

 

2/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Due to terrible delivery issues. I wrote the customer service department on February 3, 2014 stating my displeasure with the delivery service, (this was the fourth time in two weeks I had written or called them about no delivery). Based on their poor performance and their inability to correct the problems I wished to cancel my subscription, and to return the balance of my subscription payment. I received a email confirming they received my request, were processing my cancellation and would be sending me a check. As of today, February 17, 2014, I still have not received my check. I wrote them again today asking where my check was. They e mailed me and told me it would be between 4-6 weeks for them to send me a check. This seems to be an excessive amount of time to simply refund my money.

Desired Settlement: To issue a check to me for the balance of my subscription as soon as possible. When I got my bill for renewal, payment was to be immediate. AlI I'm asking for is that they afford me the same payment time schedule that they demanded from me.

Business Response: I'm sorry we were not able to resolve your delivery concerns to your satisfaction. I have confirmed your refund has been processed as of the time you contacted us.  While it may arrive sooner,  you must allow 4-6 weeks for check refunds to arrive.  If you don't receive your refund after this time, please contact us.

 
Thank you,
 
***** ****
*************  

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

 

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

 

 

 

2/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Journal Communications unilaterally increased its automated monthly credit card charge to me, without my authorization and consent, and without prior notification to me. The duration of an introductory period was not disclosed, and the future price level was not disclosed. An increased price just suddenly appeared on my credit card account. The customer service representative still has not disclosed where on their website new pricing information is even available. After this happened once, I called their customer service department to confirm what my charges were going to be, and was told it was one amount. Nevertheless, now for a second time they suddenly and without any notice increased my price, and they charged my credit card a higher amount.

Desired Settlement: I would like Journal Communications to honor the agreement and contract made to charge me the agreed amount of $6.46 per month, and to assure me that there will be no further price increases made and charged to my credit card account, without providing reasonable advance notification.

Business Response:

Dear Mr. ********,
 
Your original order was placed via our website and showed a message that stated: "Promotional rate is valid for 26 weeks.  Regular subscription rates will apply after promotional period.  Journal Sentinel apps are not supported on all devices.  Digital access does not include various e-reader editions." At the end of your 26 week promotional rate, your subscription increased to the then, full rate of $1.49/week, or $6.46/month. At that time you contacted one of our customer care agents and we agreed to extend this rate an additional 26 weeks. At that time a notation was made on your account documenting you were notified, which you later confirmed via email to our customer care department on 2/2/2014, that you were informed the rate was valid for 26 weeks and would then increase to the then full rate.  
 
Effective 12/30/2013 the digital rate increased from $1.49/week to $1.99/week or $8.62/month. You are correct that you were not notified again of the of the increase at the end of your 26 weeks. I do apologize the full rate changed during your promotional period. Advance notification of any rate change is sent to customers paying full rates, however a reminder is not sent as subscribers cycle off of a promotional rate.  I understand the timing of the rate changed caused confusion and added aggravation to you and have issued a credit of the difference, $2.16, to your account.
 
I hope you continue to enjoy your all access pass to the best local content,.  However, if you should choose not to continue your subscription, please let me know prior to your next expected billing date of 3/2/2014, in the amount of $8.62. This rate will remain in effect, for this service option until you are notified otherwise.  
 
Thank you,
***** ****
** *********** * ******** ****
*************
************

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

Although I still think the business practice is a bit deceptive generally, I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

 

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

1/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a subscription at a kiosk in picks save and I was given a 10.00 gift card for the subscription, and I was told not to cancel for 2 months. Or they would charge me for the gift card. Well I just canceled and now I am told that I will be charged the 10 because I didn't have it for 6 months. Well that is bait and switch. I am in sales and you can not lie to a customer. I just want my 10.00 dollars back. And them to make sure their sales men don't bait and switch any more.

Desired Settlement: 10.00 and make sure their sales men don't blatantly lie to get some one to sign up.

Business Response: Dear Mr. *****,

 
I'm sorry you no longer wish to continue your subscription. While I can't verify what was told to you by the representative who sold you the order the terms he should have stated and those that are also stated on the bottom of the order form you signed are that orders must be kept for at least 6 months.  I've attached a copy of the order form for your review.  I regret any confusion.  Our intention is not to force you into a subscription you are not interested in receiving.  We have gone ahead an refunded the balance, including the $10.00 gift card amount to your credit card. I hope in the future you chose to give us another try.
 
Thank you and I wish you a happy new year.
 
***** ****
###-###-####
*************

11/21/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a subscription for the Milwaukee journal and part of the advertisement and incentive to sign up was that I was to receive a $10 visa gift card with my subscription. I never received the gift card. I called and emailed and both times they said they would send it out but they never did. My last email complaint to them went unanswered.

Desired Settlement: I expect to receive either a $10 visa gift card as promised or a check for $10. Either one is fine.

Business Response: Dear Mr. ********,

 
I apologize for the delay in receiving the gift card you were promised as well as the lack of response to your last email.  The representative that handled your email from 11/17/2013 took action and made sure a gift card was immediately sent to your home but failed to notify you.   The original gift card as part of your order will also be coming to home in a separate mailing.  There was an internal delay in processing the gift cards from your original order. It should have ever taken this long, or repeated request on your part.  Although it's only a small conciliation for the frustration you have experienced, please enjoy use of both the gift cards.  I've also added an additional 2 weeks onto your subscription.
 
Thank you for your patience,
 
***** ****
*************
###-###-####
 
 

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

 

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

11/17/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed a classified add 9/22/2013 for my rental property. I asked to be sent a receipt by post office mail. I called 2 additional times to request a receipt and did not yet receive one. The customer service rep insists it is in my email. I have not received a receipt for my bill. They insisted it be paid by credit card. I have no receipt for my income taxes. I have a business and need this. Ad # *************

Desired Settlement: Send me a receipt for my classified add Ad # *************

Business Response: I'm sorry you did not receive the previous receipts that were email to you.   A hard copy was sent via USP on Monday 11/4/2013. I have also attached a copy here for your records.  If I can be of any further assistance please let me know.

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

9/10/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: For the last several years, I have notified the Milwaukee Journal Sentinel several days ahead of our departure for traveling in this country and abroad to stop delivery of the daily paper. Each time, I have learned from neighbors that the paper continued to be delivered for up to six daysafter our departure, putting my home at a security risk while I'm gone. The latest is that I asked delivery to stop on August 2nd of this year. The paper continued to be delivered throughAugust 6th! When I phoned the newspapers Customer Service department I got apologies, but it continues to happen when we're gone, hence the filing of this complaint.

Desired Settlement: The next time we're gone to have the delivery of the paper cease exactly on the day and datespecified.

Business Response: I apologize for the repeated issues you have experienced when putting your newspaper delivery on hold.  I will personally speak to the manager for the area regarding this.  Although you should not have to resort to any additional effort, if you wish to notify me directly next time you place a hold on your delivery I'll make certain extra steps are taken to ensure the carrier follow instructions as expected. 


Thank you for alerting me to this issue.

Sincerely,

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

9/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Attempted contact with the subscription dept. has resulted in long delays, transfers to voice mail, unreturned callbacks, and disconnected lines or hang ups. Lack of response has resulted in questionable additional fees.

Desired Settlement: Contact by someone who has the authority to make subscription and billing adjustments.

Business Response: Dear Mr. ******,


As per our conversation on 8/30/2013 a subscription for 7 day service with TV Cue has been ordered for $156.  Payment has been received and your account has been paid in full.

Thank you for you business and we apologize for any frustration you may have had trying to reach us.

Sincerely,

***** ****
###-###-####

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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, provided it refers to a one year subscription. 

Regards,

 

***** ******

 

 

 

7/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Wed no paper. Thurs got 2 Wed papers, called, they said I would get Thurs paper Fri. Fri got Wed and Fri paper. Call Fri early am, was told Thurs papar would come in few hrs. Fri early pm got Fri paper again. Tried calling 2:45pm but was told cust service is closed for day even though paper states cust service open till 5 pm. Tried to order Thurs paper online but cannot figure out how to do it. Cannot figure out how to get missing Thurs paper.

Desired Settlement: 1 get Thrus paper. 2 have cust service open hrs stated. 3 redesgin web paper to handle complaints easier.

Business Response: Dear Mr. ***,


As per our conversation this morning, there is quite honestly no good excuse for the difficulty you had in getting the Thursday newspaper re-delivered to your home.  This is a simple request and while you made numerous attempts, we somehow failed to follow through each time bringing you a different edition instead.  I know it was not the cost of the newspaper but the principal, however, I have extended your subscription one week for the inconvenience you experienced.  

If you have any further issues or there is anything I can do for, please don't hesitate to contact me directly.

Sincerely,
***** ****
###-###-####
*************

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

 

***** ***

 

 

 

5/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is my father's account. My father passed away in January so I called the Milwaukee Journal to stop delivery and wanted the refund (less than $30.00). I am trying to reconcil my father's estate, but this account is still open. I have called approximately 10 times since January and every time I call, they say it is being processed and I should receive it. On Monday, May 6, I got so tired of calling that I contacted the ********* ***., ***** ****s (found his name and phone number on their website) and told him about my issue. He told me that ***** **** in Customer Care would make sure I received the check on Tuesday and if that didn't happen to contact him. I left a voice mail for him yesterday and he said he would call me this morning. That didn't happen either. I sent an email to ***** **** giving her an address where the check should be sent and she never responded to my email. I am fed up with this merchant.

Desired Settlement: I want the check Federal Expressed to me overnight. The email that I sent to ***** **** has the address.

Business Response: The refund check in the amount of $25.94  was delivered and signed for by ********* 5/10 at 10:08am EST. We apologize for any delay or frustration experienced working with our company.


Respectfully, 

***** ****
###-###-####

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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, in that I received the refund.  It took almost four months to receive it only after contacting the ********* of the company.  Customer service and follow-through is very poor at The Milwaukee Journal. 

Regards,

 

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

 

 

 

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

Complaint: I am a long time daily subscriber of the Milwaukee Journal Sentinel and two issues are reoccurring. Each week, one or two deliveries are not made, and when I contact the Milwaukee Journal Sentinel, the reports or complaints go unresolved and without response. The second issue concerns my subscription to Packer Plus, through MJS. I have not received any of the three April issues, filed a complaint with the Milwaukee Journal and they do not respond, nor redeliver the issues. They do not return phone call, or emails. They ignore and refuse to help resolve this issue. I have hard copies of payments and automatic billing to my credit card, they keep taking my money but do not provide the service or newspaper I have PAID for. Do I consider legal counsel or can you resolve?

Desired Settlement: I simply want my daily newspaper delivered each day and my Packer Plus subscription when published. I paid for these products in advance and they cannot seem to meet their obligation in providing the product I paid for. I simply want my papers.

Business Response: I have been in contact with the Distribution Center and Mr. ********* re: his delivery concerns.  I received an email from him advising that his delivery has improved and he is satisfied with the results.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

 

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

 

 

 

5/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Again, in trying to do business with the Milwaukee Journal Sentinal they have failed to deliver goods and services (newspaper) as promised. The same problem happened in September 2012 when I subscribed to have home delivery of the Sunday edition; I prepaid for each subscription and did not receive my paper. Each time I have called I am told there is no subscription. The last episode I stayed on line for over 17 minutes to get the situation resolved only to be told there was no information regarding a new subscription for me at my address. No one ever bothered to update the information! So it seems marketing and circulation are not connecting with each other. Marketing was the ones who sent me the information via mail to resubscribe to the paper at the price you see listed below. I went online and there was no problem submitting my information and paying for the subscription. Milwaukee Journal Sentinel (MJS subscription) Dear **** ********, Your order has been processed successfully. Date: 03/22/2013 Confirmation #: ****** Publication Name: Milwaukee Journal Sentinel Frequency/Term: 52-SUNDAY+TV-$85.80 Amount Paid: $85.80 If you have any questions, please email us at **************** or call ###-###-####.

Desired Settlement: I am requesting the following: (1) An immediate full refund (2) A letter of apology acknowledging the problem was not me but their antiquated system (3) Complete removal of my name from any lists (including mailing lists) they may with my name, address and any other pertinent information removed.

Business Response: Order setup online on 3/22/13 for 52 weeks of Sunday home delivery  for $85.80.  The first possible delivery date was 3/24/13 and there is no record of a complaint that delivery was not received.  Sent email to customer for follow-up.




Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference:

(1) I called the same (after waiting 17 minutes on hold) to alert the customer service rep I had NOT received a paper that day. I was informed there was nothing in the system for delivery and that my previous subscription was halted due to lack of payment (2012). I also sent a e-mail message the very same day indicating my cancellation. Here is the e-mail confirmation regarding my account:

Milwaukee Journal Sentinel (MJS subscription)

Dear **** ********,

 

Your order has been processed successfully.

 

Date: 03/22/2013 Confirmation #: ****** Publication Name: Milwaukee Journal Sentinel Frequency/Term: 52-SUNDAY+TV-$85.80 

Amount Paid: $85.80

If you have any questions, please email us at **************** or call ###-###-####. 

 

You can now use your email address ************************ and password to manage your account or access digital content.

 

Subscription Services: ********************* 
JSOnline: ******************* 
Journal Sentinel e-Edition: *********************

 

(2) Called again the following week when a paper did arrive to inform customer service I sent a cancellation request. Again was told there was nothing in the system indicating I was a subscriber. I tried going online and my password did not work; even after being sent two temporary passwords from JS. I repiled via a previous e-mail message that I was cancelling my account because of the hassle and what I felt was poor customer service on their part. Even tried calling the ###-###-#### number when I received an error message indicating I needed to speak with someone because there were numerous accounts with my name and address. The hours of operation are the same as my working hours and I reached no one.

(3) Tried calling the ###-###-#### to alert them of the cancellation and the papers being left at my door. Reached someone at the ###-#### number who said he would "contact the station manager to stop delivery of the paper". He also claimed not to see an active subscription for me and must have thought I was crazy and had a somewhat condecending tone when I tried explaining the situation. Apparently it did no good because I found another paper in poor condition behind my door on 4/14/13.

(4) There has been no communication from JS to me; other than a postcard thanking me for subscribing. No phone call, no e-mail message, letter, etc. So the matter is NOT closed and I have not been refunded the full subscription price as I requested.

 

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

Business Response: Emailed Ms. ******** directly regarding her concerns.

Consumer Response:

Better Business Bureau:

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

Again, I have not received any correspondence of any kind from JS; as stated in my last response.

Regards,

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

 

 

Business Response: Customer was contacted directly via email on 4/10/13, but as of this date, she says she did not receive the response.


Customers account was refunded in full on 4/21/13.  An email was sent to her confirming that her account is closed, a refund was processed and her information was added to the DNC list.

Consumer Response:

Better Business Bureau:

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

On April 23, 2013 the following e-mail message was sent to ***** ******* after the receipt of yet another e-mail solicitation sent to me:


Mr. *******,

 

Apparently I have not made myself clear.
I do NOT wish to receive any notifications from The Journal Sentinel in ANY WAY, SHAPE, OR FORM. This constitutes harassment and I will take the appropriate legal measures if these actions do not cease.

 

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




I cannot make this issue more clear. The above request has been made more than twice and yet again I am not being heard.

Regards,

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

 

 

Business Response: Dear Ms. ********,


I apologize  for any aggravation we have caused you. A refund was processed in full, on April 20, 2013. As regulated by law, we have added your phone number ###-###-#### to the Do Not call list and removed your email address from our data base.  We will do our best not to send to you solicitation material via USPS but can not guarantee a future mailing will not be delivered to your home as we sometimes mail do all households in an area.  We will however, we remove you name from any mailings specifically to you as a previous subscriber. These mailings are done more frequently.

If I can be of any further assistance,please feel free to contact me directly.


Thank You,
***** ****
VP Circulation and Customer Care
###-###-#### 

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. 

Regards,

 

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

 

 

 

4/28/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up to receive the Sunday JS and I was to get the Wednesday paper free. I signed up for it at the kiosok a ***. This was the first part of March! On Easter Sunday after not receiving a sinle issue, I e-mailed the JS with my concern. They did deliver that paper and were sorry about the problem. The following Wednesday, no paper and This Sunday also no paper. Monday I e-mailed and stated that I wanted to cancel and expected a full refund. As of yet I have not heard from them.

Desired Settlement: Is this how they do business?

Business Response: Emailed customer directly offering to correct the problems she's been experiencing.  We haven't received any non-delivery complaints from her since 4/3/13.  Advised will refund price paid less gift card premium offered for receiving 26 weeks of home delivery service.

Consumer Response:

Better Business Bureau:

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

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

I still have not received a paper but they are calling me to find out why.  Just got a call this morning.  They have been delivering it to **.  Why, I don't know! I am promised a paper by Wednesday.  We will see.  I contacted them yesterday because of no paper, ad te e-mail said it was pst delivery time, so sad!  I will giv them to Wednesday!

 

 

4/15/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered the Journal Sentinal nearly four weeks ago at **** * ****, and have yet to receive a paper. I have contacted customer service, and they told me to expect a call from a supervisor. I didn't receive a call in the next 24 hours of my call, so I called back. They transferred me to a supervisor, who informed me they do not call for 24-48 hours. She wouldn't even help me, and told me to expect a call the following day. I never received that call either.

Desired Settlement: At this point, I don't even want the paper anymore. I just want my money back, and be done with dealing with them.

Business Response: On 3/26/13, I called customer and left a message with my contact information, requesting a call back or return email, whichever method she preferred.



Consumer Response:

Better Business Bureau:

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

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

I received her message, and she asked that I either call her back OR send her an email. Email is the best form of communication for me, so I emailed her from my work email almost immediately after receiving her voicemail. After not getting a response that day, I emailed her from my personal email address. I still have not received a response.

I did receive the paper for the first time yesterday, but as I said earlier, I do not want it. I don't want to deal with a business where it takes filing a BBB complaint in order to get something accomplished. I still want a full refund.

 

 

Business Response: On 3/28/13, a response was sent to Ms. *******'s personal email address (*********************), with an explanation of what went wrong and what we were doing to try to fix it.  We offered to either extend the paper subscription so that she'd receive a full 52 weeks of delivery, or to cancel it and refund the price less the gift card that was provided for contract of 52 weeks of service. 


As of 4/5/13, her subscription is cancelled and a refund for $61.76 was processed toward her credit card.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

 

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

 

 

 

4/15/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: when i stop my journal because i was going to ******* for the winter, i was informed as of 1/1/12 every time you put your paper on hold u are still charged. they said a notice was sent out with your bill in 1/1/12.. i never get a bill from them, because it is put on my credit card. they said you can read the paper on line. during the summer of 2012 i was up at my lake home 10 or 11 weeks and alll that time they still charged me the full amount of 24.48 a month. i never knew that. i have no internet at the lake and if i did i would not read it any way. i just came back 2/26/13 so i looked at the bills and saw what they had been charging me. thats not right just to charge you and not tell you ..and if you dont have the internet you still have to pay.

Desired Settlement: i should get all the money back for all those weeks i had the paper on hold. i put a hold on the paper every time i went up to the lake. not sure of the exact amount due.

Business Response:

Dear Mr. *********:

I apologize for the frustration that our vacation hold policy has caused you and understand why you believe you've been wronged.  I have processed a one time credit in the amount of $144.84 that will be applied to future months of service for your Milwaukee Journal Sentinel subscription.

Because you were on the monthly debit plan, you did not receive notification of the change in policy.  We did update the website to reflect that customers would not be credited for vacation stops, but it's not something you would have noticed if you weren't looking for it.  Now the vacation stop confirmation email alerts customers that they will not be reimbursed for time away.

The policy was changed for two reasons:

  1. Reporters still gather and present the news even when our customers are away.
  2. The Journal Sentinel-Everywhere product was made available to all hard copy paper subscribers entitling them to full access to the electronic version of the paper on any computer, i-pad or i-phone, and any tablet or android device.
There is a work around in place for customers who are away from home for 30 days or more.  For those situations, we temporarily cancel your account and hold the funds until you alert us of a restart date.  Access to JS-Everywhere is suspended during that time.  Access to JS-Everywhere will be reinstated when you restart your home delivery.

I trust this explanation gives you further insight into the reasoning behind the new policy and what needs to be done moving forward. I hope the one-time credit eases the frustration/dissatisfaction that you have with the policy.

Mr. *********, we value your loyalty to the Milwaukee Journal Sentinel and appreciate your business.  We hope to retain you as a customer for years to come.

If you have any additional questions, please contact me via phone or email.

Best Regards,

*****

***** *. ******* 
******** ******* *******
Journal Sentinel
P: ###-###-####
F: ###-###-####

Consumer Response:

Better Business Bureau:

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

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]   I think that credit of $ 144.84 SHOULD HAVE BEEN CREDITED BACK ON MY CREDIT CARD...I am going to call my credit card company and see what they think.   So when I'm up at the lake for 10 weeks or so in summer I still have to pay for the paper????? I have no internet at the lake. I don't think that is right.

Regards,

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

 

 

Business Response: Dear Mr. *********:


Please be advised that a one time exception to our vacation hold policy has been made.  A credit in the amount of $144.84 has been initiated towards your credit card.  I trust that this solution is acceptable

For future subscriptions, allow me to recommend that you subscribe on a 13 week cycle.  You will not miss out on any papers when you are away for extended periods of time, by doing so.

Thank you for being a loyal subscriber of the Milwaukee Journal Sentinel for decades.  We appreciate your business.

Best Regards,

*****

******** ******* *******
P: ###-###-####
F: ###-###-####
****************

3/30/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I subscribe to the Milwaukee Journal-Sentinel and Investors Business Daily newspapers. They are both delivered by carriers contracted by the Journal. On November 8th, 2013 I received only the Journal. I called the Journal delivery issue hotline later on the 8TH, and was told the IBD would be delivered the next day, November 9th. It was not. I called the hotline again on the 9th, and was told the paper would be delivered, promised that a "high proirity" would be placed on the issue. Once again, no paper was forthcoming November 10TH. The hotline was closed November 10 and 11th. I called again on Monday the 12th and this time was told by a supervisor I would indeed get a November 8th copy of IBD the next day, Tuesday the 13th. No paper came. I then called and was told by 2 seperate customer service reps a "manager" would be e-mailed my file and would be call me to help resolve the issue. No one called. I called again Wednesday November 14th, but because of high call volume was told to leave my number and I would be called back in the order my call was received. I was never called back. I called again Thursday November 15th, and was eventually told by a supervisor I would have to call IBD directly to resolve my issue. This was the first time in a week of calls totaling over an hour I was told that. The supervisor could not tell me why I wasn't told that when I first called and why 2 managers hadn't returned my calls

Desired Settlement: The Journal needs to realize when an employee says something will happen and it is repeated numerous times it becomes a promise. When a customer is told managers will call back ,they need to call back.

Business Response: Thank you for your continued patience as we work to resolve the delivery issue with your newspaper.  I understand you have spoken to one of our field managers, ****, and delivery has been to your satisfaction since 11/17/2012.  I'm confident we have resolved this situation and yo can expect delivery each day.  Should you have any further  concerns or need to reach me, please don't hesitate to do so directly.


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 does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I'm not satisfied with their response because it doesn't resolve the issue of not receiving a paper November 8th 2012. I also want to know why after repeated calls to the paper, I was told I had to contact someone else to resolve the issue. The Journal/Sentinel contracted to deliver my paper, and when they didn't shifted the responsibility to resolve the issue to me weeks after they told me repeatedly THEY would re-deliver it to my house

Regards,

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

Consumer Response:

Better Business Bureau:

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

It's hard to accept an apology from a business that doesn't even have the respect to get the name right when responding to a complaint...my name is not Mr. *******.....Besides, I want my paper promised me numerous times beginning November 7th

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

 

 

Business Response: I apologize for mis typing your name.  I will contact Investor Business Daily on your behalf and ask for a copy of 11/7 to be delivered to your home.  We do not have access to copies of this publication or your account with them.  If they have any questions, I will inform them to contact you directly.


Thank you,
***** **** ************

3/25/2013 Problems with Product/Service | Complaint Details Unavailable
3/18/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: The Sunday paper does not get delivered. After calling and requesting to talk with the distribution manager, they have failed. They do not seem to care or are incompetent, we have received the paper 2x out of 6 weeks. Customer service has seen a all time low, they have billed me in full for my subscription. It looks like this company is only after my money!!!

Desired Settlement: Simple- Get the Sunday paper delivered by 9:00 a.m. every Sunday.

Business Response: I apologize for the repeated delivery concerns.  We have a manager looking into the issue with the carrier and you will not be charged for any deliveries that were not received. I will have someone follow up with you for the next few weeks to ensure delivery is consistently  to your satisfaction.


Thank you,

***** ****
###-###-####

3/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On or around 2/11/13 I had an online subscription set up through a rep at the Milwaukee Journal (###-###-####). After repeating my email address about 4 times, the login (email) address was still set up incorrectly. I called on 2/14/13 and spoke to a woman who said my email had been fixed; however, when I went to login it had not been changed. Then I called back on 2/14/13 and spoke to ******* who said an IT person would be calling me to get the login (email) updated. I called again on 2/15/13 and ******* said she was putting in a request for her IT department to get this fixed. It is 2/19/13 and this has not been fixed and I have not received a call from the IT department. We pay good money for our subscription, I expect a 24 hour turn around on my request. The login (email) was set up as *************************. I would correct the login (email) myself; however, that is not an option. The website is not user friendly.

Desired Settlement: I would like the the login name to be changed to *******. If that is not possible then I would like it to be my correct email which is ***************************. I would like an email or letter indicating what the new login was/will be changed to.

Consumer Response: On Thu, Mar 7, 2013 at 8:13 AM, ******* **** ***************************** wrote:

*******,
I just wanted to tell you that someone from the Journal/Sentinel did contact me.  I'm satisfied with the company's efforts.
 
Thanks 

 
******* ****
****** ********* *********
 
******* *********** ****
***** ** **** *****, ***** ****
*********, **  *****
Phone: ###-###-####
Fax: ###-###-####
***************************  
 
*********************************  

Business Response: I apologize for the frustration you have experienced in what should have been a simple request.  We have recently overhauled our customer service website and certain options are not yet available.  The ability to change your username (login name) is schedule to become available within the next couple weeks. Regrettably, until that time, we can not change what was originally set up with your subscription.  The representative should have let you know this and not promised it could be completed any sooner then we expected.  We are also in the midst of relocating our customer service call center back to Milwaukee and are addressing any negative subscriber experiences immediately during the transition.  I regret you were negatively impacted during this transition.  I will personally have someone contact you the moment we are able to make the change to your account.


Thank you for your patience.

Sincerely,

***** ****
** *********** * ******** ****
###-###-####
*************

2/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The Milwaukee Journal Sentinel sales staff continues to call me to sell their product after asking them two times to please take me off their sales contact list. I gave this newspaper two subscriptions and chances to deliver the paper to my address and they failed to provide the customer service to satisfy our patronage. All I ask is they stop calling me. Thank You

Desired Settlement: Please have them take me off their sales contact list.

Business Response: I apologize for any inconvenience we have caused. If you can please provide the phone number we are calling I will have it removed from all calling files immediately. 


Sincerely,

***** ****
*************
###-###-####

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. My phone # is ###-###-#### for removal from the database.

Regards,

 

**** ******

 

 

 

Consumer Response:

Better Business Bureau:

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

Problem: This is the second time I have filed a complaint against the Journal Sentinel for using my telephone number to solicit a sale. I have asked four times now for the Journal Sentinel to take me off their contact list to solicit subscriptions. I filed a complaint with the BBB several weeks ago and received a response from the Journal Sentinel they would remove my phone number from their contact list. Yet yesterday I received a solicitation phone call once again. This is an example of the poor quality of service of why we stopped our subscription from the Journal Sentinel in the first place. All I am asking is that the harassment to re subscribe over the phone stop.

Desired Outcome: I would like to see confirmation from the CEO of the Journal Sentinel ***** has seen both of my complaints and a written guarantee from him/her they have taken me off the contact list. I would also like the CEO to confirm that ***** has seen my past customer service issues and record.

Regards,

**** ******

 

 

Business Response: Mr. ******,


Please accept my apologies for any aggravation we have caused you. I can assure you that is not our intention when we reach out to non subscribers with the intention of asking if they wish to re-subscribe.  In order to ensure the correct phone number is removed from our calling files we need to verify the number we are calling. Sometimes this information is clearly provided in the initial complaint from the BBB and other items it's not.  You listed ###-###-#### as a daytime contact number but I had requested clarification this was indeed the number you were receiving the phone calls on.  Later, on 12/30 I received notification the case was closed.  I will have this number removed immediately.  If this is not the number that is being called, please let me know.  You are free to contact me direct as well for quicker response. While this request should be able to be fully executed by end of day tomorrow, please allow 48 hours for removal from all calling files.  I also noticed we have an email address on your inactive subscriber account.  Would you also like to be added to the "do not email " list?  This would remove you from future email solicitations.

Respectfully,

***** ****
**** ********* *********** * ******** ****
###-###-####
*************

Consumer Response:

Better Business Bureau:

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

Since this was the second time I had filed the same complaint without resolution I had requested visibility and a response from the CEO.  That was not complied with.  In addition -I had already provided my phone number for confirmation.  Now I am being asked again.  It is obvious the Milwaukee Journal is not taking this serious.  Violation of the do not call list is also a violation of federal law.   

 

Regards,

**** ******

 

 

Consumer Response: On Sat, Feb 16, 2013 at 2:54 PM, **** ****** ************************ wrote:
I did hear from the ********* ******* ******** and this can be closed.

Thanks

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

2/15/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a mail subscription (7 days - Sunday-Saturday) on Monday, January 14, 2013 and was told that the first paper would go out the very next day. No paper was received by Thursday, January 17, 2013 so I called to question why not and was told that since it was a mail subscription I had to give it a couple of days so I waited until Monday, January 21, 2013 before calling back because a paper was still not received by that time. Upon calling on that Monday I was told that they don't know why a paper had not gone out but would make sure one went out that day and a paper should be received the next morning and that they were going to credit my account for the missing days. Well of course no paper was received so I called back 01/23/13 only to be told that I was being impatient and that it took a couple of days for a mail subscription to start and to try giving it a little while (really)! After explaining that it had already been over a week and considering it was only going 10 minutes away from them it should not take that long and exactly how long should I wait! After going back and forth with them for over two weeks now and still not receiving a paper nor a call from the numerous messages to have a manager call me back to try and resolve the issue I am TOTALLY fed up with them! Oh, did I mention when I spoke to a supervisor she hung up on me because she stated that I was getting loud with her because I told her I needed to speak to someone now to resolve the matter and did not want to put in yet another message to have a manager call me back because they never called me from the other numerous messages to call me back (mind you if they check the call I was not yelling at her). I am still waiting on the district manager who is over the delivery of the paper to call me back to see why the paper has yet to go out and the manager of customer service for the many different lies, misinformation, and untruths I am constantly being told and in regards the supervisor hanging up on me!! I have called almost every day since 01/23/13 as a paper has yet to be received!

Desired Settlement: I want a full refund of my money that I have paid them for a service I have yet to receive and I would like a complimentary subscription for the 13 weeks I had the subscription for due to the rude, unprofessionalism by upper management because they could not give me an appropriate answer, lies, and horrible service I received from their customer service department! I would also like to see them do more training with their staff, including supervisors, on handling customers and their issues and equip them with the correct information to give customers to resolve simple issues like this. They also need to have managers call back in a timely manner to help resolve issues that their staff obviously are not equipped to handle!

Business Response: Dear Ms. ********,


I apologize for the difficulty in getting the newspaper delivered as requested.  As Ms. ******* may have explained earlier today, we sometimes have delays that are beyond our control when delivering to detention facilities.  Our records indicate a newspaper is being sent each day, as expected, to the address you have supplied.  As suggested, please check with the facility and see if there is anything they can do to help expedite delivery and feel free to contact Ms. ******* at the number she has provided for you.   If this can not be solved to your satisfaction, I will authorize a full refund.

Please also accept my sincere apologiy for how the representative you spoke with handled the initial call.  I was able to listen to the telephone call and she should not have disconnected you. This will be appropriately addressed with the employee.  We do not treat our customers in this manner and appreciate you letting us know and allowing us the opportunity to resolve this situation.

Sincerely,

***** ****
*************
###-###-####


2/8/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: To whom it may concern, I recently subscribed for the Journal Sentinel at a kiosk in the ******* in Saukville, Wi. I was promised the Sun. and Wed. paper for $71.76. The sales lady also give us some ******* gift cards. I finally started to get the Sun. paper after waiting almost a month. I have not received the Wed. paper. I called customer service and they told me that I was not able to get the Wed. paper in the area I live. The person on the phone said they could do nothing to adjust the price. This company made promises they are not going to keep. One of the main reasons I signed up for this paper again was because I would get a Wed. paper also. I was looking forward to the extra sections and coupons. The sales slip has the price the gift cards listed, the Subscription type (Sun and Wed) circled. Our address is also on the sales slip. In the small print it says "Based on delivery delivery address, some newspaper placement restrictions may apply. The sales lady should have mentioned that!!! She should not have told us we would get the Wed. paper and even told us the different sections in the Wed. paper. I feel very deceived. It may be that the sales person was new and really didn't know we cannot get that deal. I still think the company should give us more of a discount for not giving us a Wed. paper. Not only did I call, but sent them a complaint via email. They did not reply to the email.

Desired Settlement: I think they should deliver a Wed. paper or refund some of the supscription price.

Business Response: Dear Ms. ******,


Thank you for contacting us.  As per our conversation I have added an additional month onto your subscription for the misunderstanding of the availability of the Free Wednesday delivery in your area.  If you should decide to cancel your subscription, we will waive the need to withhold any fees from the refund for the gift cards received at time of purchase.  Additionally, if you should decide to cancel your subscription all together, I will honor a full refund of the amount paid ($71.76).

Sincerely,

***** ****
###-###-####
*************

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

**** ******

 

2/5/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On 9-18-2012 we agreed to subscribe to the daily and Sunday Journal-Sentinel (including the TV magazine) for one year for the price of $143.00 which we would send to them by money order. Our prevoous subscription ended on 9-17-2012. We were told that they would not start it up again until they received our money order for payment. The paper started up again on 9-21-2012 and we received it until 10-25-2012 at which time they said they never received the money order. I immediately got a copy of my part of the money order and faxed it to them at a cost to me of $1.15. This is what they said they needed. Still no paper. On 11-26-2012 I spent another $5.50 to put a trace on the money order and received a copy of the of the cashed money order from the Post Office. I called the Journal-Sentinel with all the information. Nothing was done. I called a couple of times more. Finally, ****** ###-###-#### asked me to send a copy of the cashed money order. I did. Nothing. I spoke to someone about it last week. Nothing. No communication.

Desired Settlement: We feel that our complaints are being ignored. It seems that this is not being handled in a timely fashion with our concerns being addressed. In the meantime, we have to travel to the store to get our paper every morning and pay the over-the-counter price. This is a hardship because my husband is terminally ill and I don't like to leave him. At the same time, he enjoys keeping up with his news and sports so I do it. We don't need the extra stress that the Milwaukee Journal-Sentinel is giving us. I feel that we should start to receive the daily and Sunday paper (including the weekly TV magazine) immediately and that they should give it to us for 15 months instead of 12. They also owe us a heartfelt apology.

Business Response: Dear Ms.  *********,


I apologize for the length of time it took to resolve this situation. We were able to located the funds in questions and have applied the $143.00 to your newspaper subscription.   As per the conversation with Ms. Lee, we will also add an additional 2 months of delivery to your account for inconvenience the  you have experienced.  Thank you for your patience and continued patronage.

Sincerely,

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


Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.  The subscription began on 2-2-2013 and will end on 4-2-2014.

Regards,

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

 

1/27/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I started receiving phone calls on 20 Sep 2012 from the number ###-###-#### trying to sell me the journal sentinal. This is an automated call. By the time I got a chance to call back, it was after hours. If you try to call the number back to get a hold of someone, you get the message that they are closed. I received seven called from them on that one day. On 21 Sep 2012 I finally got a hold of someone. I was on the phone for 15 minutes and 12 seconds with the customer sevrvice rep. trying to get them to take me off of their call lists. He told me that it would take 30 days for me to be off of their lists. Since then I have been called 15 times with the following times and dates. Date Incoming Time Outgoing Time Duration 9/20/2012 11:52 AM 4 sec 11:53 AM 7 sec 1:54 PM 2:25 PM 2:59 PM 4:48 PM 3 sec 4:56 PM 2 min 15 sec 5:20 PM 7:26 PM 9/21/2012 8:26 AM 8:33 AM 3 min 47 sec 8:37 AM 4 min 8:42 AM 2 min 54 sec 8:51 AM 15 min 12 sec 10/19/2012 9:34 AM 11/16/2012 12:31 PM 21 sec 12/7/2012 2:06 PM 10 sec 12/8/2012 9:27 AM 3 sec 9:28 AM 5 sec 1:43 PM 12/10/2012 10:15 AM 12/11/2012 5:35 PM 2 sec 12/12/2012 11:24 AM 12/13/2012 8:42 AM 9:13 AM 12/15/2012 11:55 AM 12/17/2012 11:05 AM 1/7/2013 2:52 PM 3:23 PM 1/8/2013 8:20 AM I feel that this is very herassing. I have tried to work with the company with negative results.

Desired Settlement: I request that this company NEVER call me again.

Business Response: Mr. *****,


Please accept my apologies for the repeated call attempts to your home. Our intent is not to cause our customers undue frustration.  I will confirm your phone number has been removed from all calling files and will not be called for any future reasons.  The number we have on the account is ###-###-####. If this is not correct, please contact me immediately and I'll update with the correct information.  Thank you for your patience. If you should receive and further sales calls after 24 hours of the email, please let me know.

Sincerely,,

***** ****
*************
###-###-####

1/26/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We tried to subscribe to the Milwaukee Journal, Sunday only. We tried on line and our credit card wouldn't take for some reason. We called and they took the information on the phone for one year for $65.00, $1.25 a week. We received 2 papers so we called again to correct this. They had us down for 2 accounts so they canceled one , and now we haven't received a paper in 3 weeks. They had billed our credit card for the $65.00 and have sent a bill for the same amount. The customer service is the worst I ever encountered. I call and they won't take a message, they just take your number and say they will promptly call back. The next day they will call while we are both at work. I have emailed and they say they will reply within 48 hours and they never reply. I called early on a Sunday morning because they are only open till 10 am and finally at 9:30 I was called back. I was put back on hold and disconnected again. I was called back again and by this point I wanted nothing to do with the paper again. I was assured that my credit card would be credited for the $65.00 minus the one week so the credit should be $63.75. I checked a week later and no credit has been put back on our card. We have received another bill for the same amount again this week, and in the last month we only received one paper. I can't get get a hold of anybody and they won't give me my money back. I will never consider getting anything from this company again. We have tried to call the credit card company to get this charge stopped and they will also try to contact them. Good luck with that. They have charged us once and they keep billing us for the same amount again.

Desired Settlement: I want my credit card credited for $63.75.

Business Response: Dear Mr. *************,


I apologize for the difficulty in contacting us recently. We have been experiencing longer then normal wait times due to a recent system conversion.  If the refund has not already been processed, you can expect to see it by the end of this month.  I will have someone contact you this week to confirm the amount as well as the timing so you do not need to spend any more time attempting to reach us.

Please enjoy your holiday and new year ad thank you for your patience.

Sincerely,


***** ****
*************
###-###-####

Consumer Response:

Hi

The reason why this doesn't resolve this complaint is they can't get the credit correct. We originally signed up for the Sunday only paper and it was $65.00 for the year, $1.25 a week. We only received one Sunday paper so our credit should have been $63.75 but they only gave us a credit of $60.25. I realize that this is only $3.50 difference but twice I have explained all this on the phone,  and they came up with two different credits, both below $60. They cannot get anything correct. They did call after the complaint and promised to make this right and they still haven't. I want the full amount I am entitled too.


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



Better Business Bureau:

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

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

Business Response: Dear Mr.  *************,


Please accept my apologies for the error in your refund amount.  The agent you spoken with should have entered the additional credit for deliveries not received.  A check in the amount of $3.50 in currently begin processed on your account.  Although most refunds are received at customer's home sooner, please allow 4-6 for the check to be delivered to your home.

Thank you for your patience and understanding.

Sincerely,

***** ****
*************
###-###-####


1/26/2013 Billing/Collection Issues | Complaint Details Unavailable
1/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In March of 2012 I received my renewal of my annual subscription from the Milwaukee Journal. I thought the price went up quite a bit and so I looked at my bills from past years. The price had indeed gone up considerably but most important to this complaint the 52 week subscription renewal moved up 13 weeks over the course of 4 years. If you have a 52 week subscription the renewal should occur on the same date every year. If the subscription is moved earlier you are paying an annual subscription rate for less than a full year. In essence you are being ripped off for the weeks paid but not delivered. I honestly believe this could be a systematic rip off of many not just me. Let's face it, consumers will check billed amounts, but rarely notice the annual renewal dates. In any event, I have been short changed (25% of one year subscription) and feel I should be compensated. Either a refund for the weeks not delivered or free subscription for 13 weeks (my choice). I have asked the Milwaukee Journal 4 times for a response over the past 9 months. Three times I was completly ignorred. The last request for resolution they responded by saying that the last year of my subscription I received 52 weeks of coverage. I say that may be true, however the 13 weeks lost over the 4 years is without dispute.

Desired Settlement: 13 weeks of full coverage as paid for but not received!

Business Response: Dear Mr. ********,


As per your conversation with Ms. ******* on 1/4/2013 you account has been adjusted. Your current account will expire 4/5/2013.  Please note this date could change should there be any adjustments to your delivery service before this date.  I apologize for any aggravation we have caused and hope you continue to enjoy your Journal Sentinels subscription.  Please let me know if there is anything further I can assist you with.

Sincerely,

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

1/18/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a Sunday edition subscription to the Journal Sentinel on October 26th, 2012. Since that time, I have received just one issue. I have been given different account numbers, I have been billed for the subscription that I'd paid for in advance, and they had entirely the wrong address. Basically, I am paying for nothing.

Desired Settlement: I have cancelled my subscription, and I want a full refund. The Journal Sentinel has totally mishandled my subscription.

Business Response: Mr. ******,


I understand you have spoken to one of our representatives already and a full refund on the amount of 71.76 has been issued. Please accept my apologies fro the repeated delivery concerns you have experienced and aggravation endured.  Should you have any further questions you may contact me directly.

Sincerely,

***** ****
*************
###-###-####  

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

Additional Notes

Complaint: We ordered a Wednesday/Sunday delivery of the Journal/Sentinel and a delivery of the Oconomowoc Focus on 1/22/12. As of this date we have yet to receive a single issue of the Oconomowoc Focus. We did receive the JS paper on the correct days. I called numerous times in January and February about the missing paper and about the poor delivery of the JS. The paper was normally not delivered onto our property. It would be in the street or on the public sidewalk. I became fed up with the situation when the paper became wedged in our snowblower in March because it was on the sidewalk under the snow. I called in March to the Customer Service department to cancel the JS and request a refund on the remainder of the year and a refund for the Focus that I have never received. I was told by the agent that this was taken care of and I stopped receiving the JS paper that week. In October, I still had not received a refund and again called Customer Service. This time I was transferred to a Supervisor who informed me that there was no record that I had ever lodged a complaint and it showed our account was active. He informed me that the matter had to be sent to a manager to look into the situation and I would receive a phone call in 2 business days. I never received a return call of any kind. Last week, I received a bill for the renewal of the Oconomowoc Focus which would indicate to me that the account is still active. I spent four hours on the phone today being transferred between seven different people, none of whom would help accept to transfer the call on.

Desired Settlement: I would like the entire amount charged to my credit credit card for the Oconomowoc Focus refunded. I would like the amount charged to my credit card for the Journal Sentinel, minus the six weeks or so of delivery, refunded to my credit card.

Business Response: Dear Ms. ********,


I regret we were unable to deliver the newspaper to your home as you expected.  We strive to delivery exceptional service to each of our customers and we have failed you.  I hope you give us another chance in the future and in the meantime continue to stay in touch with the latest news and events on JSOnline.com.  I understand you have spoken to one of our representatives who informed you a refund in a form of a check with be mailed to your home.  You will receive $63.48 for the Journal Sentinel and $31.69 for the Focus. Although it often arrives much quicker, please allow 4-6 weeks for processing of your refund.

Thank you.

***** ****

*************
###-###-####

1/18/2013 Delivery Issues | Complaint Details Unavailable
1/15/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After receiving a bill from the journal/sentinel that was not correct regarding the dates I had paid for I called to clear up the matter. My first call in the beginning of the week was not returned. I called back Thursday, December 20, 2012 and talked extensively with a man who said his name was *****. He told me he had cleared up the problem and that my account was paid in full through January 28, 2013. After that conversation I did not receive the paper either Saturday, December 22 or Sunday December 23. I called again on Sunday, December 23, 2012 and the first person could not find me in the system at all. She said I needed to talk to her supervisor. After 10 minutes of waiting I talked again with the same *****. He also could not find me in the system. When he did it was the wrong address and wrong telephone number even though he told me on December 20,2012 when we talked he had cleared everything up. He told me he could not find any record of my payment and I told him I used my debit card of 7/23/12 and saw it on my bank statement so I knew it went through. I was on the phone over 40 minutes Sunday morning trying to clear this up and was told a Sunday paper along with Saturday's paper would be delivered within 90 minutes. None of that happened.

Desired Settlement: We have paid for the paper through January 28, 2013 and want daily delivery of the paper. This is NOT a problem with our carrier but the billiing system. Our carrier has been very responsible. Given the extra time and aggravation this has caused me complementary weeks would be appreciated. I want my corrected itemized bill sent to me.

Business Response: Dear Ms *****,


I apologize fro the issue with your account.  We have recently converted to a new system that will eliminate concerns such as this in the future and make it easier for subscriber to read their invoices as well as you to reach us.  I understand we have a long way to go to prove that to you right now.  We have been unable to reach you by phone to discuss your account details but your current expiration date is now 1/28/2013.  You should have contact information for ******** ***, one of our ***********, on your answering machine. Feel free to contact her directly at ###-###-####.  You may also contact me directly should you have any further questions.

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 does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have received apologies for the inconvenience from both ******** *** and ***** **** which is very much appreciated. I have corresponded with ******** several different times by leaving messages for each other and she informed me that my starting date would be 2/25/13 which is acceptable.  Since the start of this process I have received two bills with different starting dates and different fees.  The first one received had the dates of 02/02/13 - 08/02/13 and charged me $118.75 for 26 weeks of every day with Sun TV Que.  The second one received had the dates 12/24/12 - 12/22/13 and charged me $143.oo for 52 weeks of every day with Sun TV Que.  For my previous subscription I paid $71.50.  Until I have received a corrected itemized bill I do not feel this is resolved.

Regards,

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

 

Business Response: Dear Ms. *****,


As per our conversation on 1/14/2013 we'll change your service to 52 weeks and honor 2.75/week rate. This includes TV Cue.  As a reminder this is a promotional rate that will increase upon renewal. A new, corrected invoice will be emailed today with dates showing delivery from February 2013 - February 2014. Delivery will continue until payment is received. 

Thank you for your patience while we work through the learning curves of the new system.

Sincerely,

***** ****
*************
###-###-####


Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

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

 

1/8/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I HAVEN'T RECEIVED MY NEWSPAPER BUT ONLY ONCE SINCE 11-23-12. I HAVE EMAILED CUSTOMER SERVICE AT LEAST 10 TIMES, TALKED TO ONE LADY THAT WOULD FIX IT AND STILL NO PAPER. I PAID OVER $140.00 FOR DELIVERY AND THEY OBVIOUSLY CARE LESS. PLEASE TELL THEM TO RESUME DELIVERY AND CREDIT ME, OR PAY MY MONEY BACK.

Desired Settlement: AND RESUME DELIVERY, PLEASE

Business Response: Please accept my apologizes for the repeated delivery issues you have experienced.  Both the carrier and the delivery manager for your route have been notified and will take extra care to ensure your delivery is consistent and you begin to receive the quality of service you deserve.  You will receive credit for each paper you that was not delivered, and I have added an additional 1 month free for the aggravation you have encountered.


I appreciate your patience and please don't hesitate to contact me directly should you have any further issues.

Sincerely,

***** ****
###-###-####
*************

1/7/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On 11/21/11 I signed up for a 6 month subscription to the Journal-Sentinel at a kiosk at ****** and my subscription started. Then, on 3/20/12 , I added another 6 months to the subscription at another kiosk. I was assured by the sales person that the "new" 6 months would be added onto the the end of the existing subscription. But, the Journal stopped delivering the paper in September....a full 2 months short of what I paid for. I've contacted the Journal 6 (six) times and the problem still isn't resolved. I've spoken to *****, ******, *******, *** (who passed himself off as a supervisor and was rude), and two others who's names I didn't get. I also left a message for a ***** in cirulation, who never returned my phone call. In my last phone call, I was told that the issue would be sent to another supervisor and that I would hear from them in 24-48 hours. That was two weeks ago and I still haven't heard anything from them. I have the credit card receipts and the statements which show that the Journal was paid. You may speak to my wife, ***, concerning this problem.

Desired Settlement: I paid for a full year subscription that included the TV Cue, and the Journal has an obligation to deliver it.

Business Response: I apologize we have not returned or follow through on your requests as promised.  You account will be adjusted for any errors in the billing so you are sure to get the complete term you paid for. Someone will contact you tomorrow with your current expiration dates and verify and discrepancies. Thank yo for your patience.


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 does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Per usual, no one from the Journal-Sentinel has contacted me and it's been several days.   This is the same line I've heard at least 3 times before....i.e.  "someone will contact you", and no one ever does.  That's why I went to the BBB.

 

Regards,

***** ******

 

Business Response: Dear Mr. ******,


I understand you spoke to one of our supervisors the other day who was able to answer all your questions to your satisfaction. Our new circulation system installed last month came with its share of  'bugs'. This did cause the call volumes to our customer service team to spike wildly -- causing longer delays in serving customers and more subscriber frustration. It was a 'perfect storm' of things that can go wrong - and did. I sincerely apologize you had to experience any of the frustration you did, while attempting to reach us.

Please let me know if there is anything more I can do for you.

Respectfully,

***** ****
*************
###-###-####

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

The woman I spoke to, ******, was very nice and had the authority to take care of the problem immediately, which she did. 

Regards,

***** ******

 

12/30/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I did not receive my Milwaukee Journal Sentinel delivery on October 18, October 19, October 26, October 28, October 31, or November 3. I Reported this problem each day and did receive a LATE delivery on October 18, October 19, October 26, and October 28. I did not receive a Milwaukee Journal at all on October 31 or November 3. The service center is CLOSED on Saturdays, which makes it impossible to report the nondelivery on November 3 (or any subsequent Saturdays) or to receive a replacement.

Desired Settlement: I want the Milwaukee Journal Sentinel to deliver the Milwaukee Journal Sentinel to me every day, on time. I pay for this service and do not wish to read the issue on-line. I want them to hire a reliable delivery person. I want them to take my complaint seriously. I want the MJS to realize that there are 2 subscribers at **** * **** St, **** *****, WI: Apt *** (me, ******** ********) and Apt *** (**** ******) and to deliver a newspaper every day for each of us, not just one of us.

Business Response: Dear Ms. ********,


Thank you for your email.  I understand you have spoken to one of our supervisors and we are attempting to work out a solution regarding delivery of your newspaper. It can sometimes be difficult in apartment buildings to secure newspaper delivery each day. However, writing the names of recipients on each paper and alternate locations does often help.  Please let us know if this solution works to resolve this situation to your satisfaction.  I understand this can be aggravating and we appreciate your patience as we work with you and your carrier.  Additionally, please know, you will not be charged for papers not received.

Thank you,

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

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 have also been contacted by the carrier, ******, who I am not sure fully understands the situation, so I will continue to be in contact with MJS if I have any more delivery issues.

Regards,

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

 

Consumer Response:

Better Business Bureau:

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

Complaint Detail
Milwaukee Journal was not delivered November 17. Previous complaint made for nondelivery on October 18, 19, 26, 28, 31, and November 3. I thought the issue was resolved but now no delivery on November 17, a Saturday, when the MJS customer service offices are closed. This is very, very poor customer service.

Desired Settlement
1. Fire the newspaper delivery person and hire a reliable delivery person. 2. Redeliver my newspaper. 3. Refund for non-delivered newspaper. 4. On-time delivery of future newspapers every single day.
Desired Settlement: Replacement

Regards,

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

 

Business Response: I regret we are unable to deliver your newspaper to your satisfaction.  I will process your full refund immediately.


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 does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The responseof a "refund" is too vague and I am still having delivery problems.  I did not receive a newspaper December 10, 2012.  I reported this to the automated customer service phone line.  The automated response promised delivery of the 12/10/12 issue on 12/11/12.  On 12/11/12, I still did not receive the 12/10/12 issue.  This time, I called both *** ****** and **** and left messages but got no response.  I logged on to JS Online on 12/12/12 and reported non-delivery of the 12/10/12 issue and asked for a check for the newsstand price of the 12/10/12 issue.

I still am not happy with the nondeliveries on 10/18/12, 10/19/12, 10/26/12, 10/28/12, 10/31/12, 11/3/12, and 11/17/12.  I don't see where I got credit for these issues.  I think I should be send some kind of account statement showing me when and how much they compensated me.  I feel I should be compensated at the the newsstand price each day I am not delivered the newspaper.

I need assurance this will not keep recurring!

Regards,

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

 

Business Response:   It's not often we are unable to come to a solution but it seems this is one of those times. We have canceled your subscription and refunded the full amount paid.  We have exhausted all avenues to consistently deliver you a newspaper.  As you mentioned, the carrier (s) , ***** ******* and ******** ******* have tried to work out a solution that would enable you to receive your newspaper as you have requested. This is not a step we take lightly and we value the time you have had to put into this situation. You can expect your check within 2-4 weeks.


Respectfully,

***** ****
*************
###-###-####

Consumer Response:

Better Business Bureau:

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

What???  You are cancelling my subscription????  Just because I complained about the inferior service?   What a HORRIBLE way to deal with a loyal customer!!!!!  NOT ACCEPTABLE!!   I expect to receive the Milwaukee Journal Sentinel DAILY, which is what I have paid for! 

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

12/30/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to cancel my *** ***** add on to the MJS electronic edition for almost two months. Emails go unanswered, phone calls go to voice mail. All of the customer service reps I have managed to talk to don't even know they offer this add on.

Desired Settlement: I would like this canceled and refunded.

Business Response: Dear Mr. ******,


I am looking into this further. I am aware of the bundled package you are referring and will have a resolution for your shortly. Although you signed up through our site, your subscription and payments are through *** ***** and not the Milwaukee Journal Sentinel.  I am currently looking into how best to make this a simple process for yourself as well as future subscribers should the wish to cancel. I understand you have been trying to cancel this for a while now and I will do my best to come to a satisfactory resolution for you within the next week.

Sincerely,

****** ****
*************
###-###-####

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

This item was settled with MJS after they responded to my Dec 12th email on Dec 26th. A refund was issued, but I still spent hours resolving what should have been a simple problem.

Regards,

***** ******

 

12/19/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a Sunday paper customers for decades. Lately, I never get my paper delivered. I have to call and continue to request they send a paper. I do not get it until after 9:00 AM. I have called to file a complaint and the customer service department's only concern is do you want another paper? No, I don't want another paper, I want mine delivered that I have previously paid for!! When I didn't get my Wednesday paper I had to call and was told "Well, the paper is free". What does that have to do with it? When you expect a paper what does it matter if they provide it free or not? They need to work on their customer service department. With all my calls I am promised a credit to my account which I never get. IF there was a competitor I would sure go to them, but there is not.

Desired Settlement: I want to receive all the credits I am entitled to for missed papers, late deliveries, and numerous phone calls I have had to make, AND I want my paper delivered on time in the future. A credit of $30.00 will suffice.

Business Response: Dear Ms. ******,


I understand you have been in contact with one of our customer service supervisors.  While we work to resolve the possible theft issue in your building we have adjusted your account so you do not pay for any issues since you contacted us 9/2/2012. In addition we have added an additional 2 weeks on your account.   We will continue to  work with you and the contractor who delivers your paper in hopes we can find a solution that works to your satisfaction. In many cases we are able to find a location or delivery solution that resolved theft issues. If this is not possible, we will refund the full amount of your subscription.  Thank you for your patience.

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 does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

I am still not receiving my paper, and it appears nothing has been done.  I had been in contact with ***** **** who stated the problem had been corrected.  Well, it hasn't.  How hard is it to deliver a newspaper?????

 

Business Response: I apologize for the delivery issues you are experiencing and I understand your frustration.  We are actively working with the carrier to resolve this matter to your satisfaction.  As previously stated, you will not be responsible for any deliveries not received.


Respectfully,

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

Consumer Response:

Better Business Bureau:

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

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

I am sorry, but how long does it take to tell your carrier they are missing a delivery?  This is totally unacceptable that this can't be fixed with one phone call or change your employees (carrier). Not charging for the missed papers is not a solution, you are just allowing the problem to continue.  I would like to hear from someone higher up than ***** who can fix this issue!

 

Business Response: Dear Mr. ******,


I am sorry we are unable to delivery your newspaper to your satisfaction.  I believe we have exhausted all avenues at this time and understand your frustration in attempting to resolve this matter.  A full refund in the amount of $30.00  will be processed immediately. Please allow 4-6 weeks for processing.

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 does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

What do they mean exhausted all avenues?  I JUST WANT MY PAPER EVERY SUNDAY!  What is so difficult?  Deliver my paper and we have no more issues.  I have never dealt with such incompetency in my life time, and years ago children use to deliver the papers, now you have adults doing it and they can't handle taking each paper to someone on their list??? Come Now!

 

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

Complaint: During the week of November 12, 2012 I called to begin a subscription to the Sunday and Wednesday Milwaukee Journal Sentinel. I was told I would receive my first paper on Sunday, November 18th. When I didn't receive it I called customer service. The customer service agent was laughing about the situation stating that they have a new computer system and someone didn't follow through with the process. He said he needed to re-enter my account in the new system and assured me I would get a paper that day by 1pm. I didn't. Since that time, I have contacted the Journal Sentinel six times by phone and twice by email to get my account fixed. They billed my credit card twice (so my subscription is valid until 12/3/14) and to this day I have only received one paper - that was this past Sunday 12/8/12. I am tired of contacting the customer service, being put on hold and then being told that I HAVE to leave a call back number because the number of call volume is so high. I work and am unable to do this. It seems like they do not want my business.

Desired Settlement: I expect to receive the delivery of the Journal Sentinel (that I have a paid two year subscription to) each and every Sunday and Wednesday in a timely fashion. There are four newspaper boxes right in a row as my three other neighbors get the paper so I don't know why it's so difficult to get mine. I would also like some type of refund or extension of the paper for my troubles - six calls and two emails - each representative (even held for over 20 minutes to speak with a supervisor) promising that they would fix the problem.

Business Response:

I apologize you have had to experience this level of frustration for what should have been a simple request on your part.  You are correct - we did convert to a new system and it's causing a few more headaches then anticipated.  This is not the customer experience we want you to have.  I'll assure you delivery will being with this Sunday's edition.  You will not be charged for anything prior to this Sunday. And, I will extend your delivery 2 months for your inconvenience. 

Please feel free to contact me directly if you have any further issues. Thank you for your continued patience.

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

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 the quick response!

Regards,

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

 

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

Additional Notes

Complaint: On or about 11/1/12, I ordered and paid for a JS subscription. I did not got any delivery until November 30, 2012. That delivery stopped after two days. Email and voice mail contacts to upper level personnel went unanswered. Contact with the subscription dept. has resulted in long delays, unreturned callbacks, and disconnected lines or hang ups when someone did call back. Finally I got an email on November 29, 2012 stating "we will restart the service while this issue is being addressed." Delivery did start , but was stopped after two days, and I have not received any additional responses from them.

Desired Settlement: Delivery at the price and delivery schedule the agent offered me. A truthful explanation for the lousy customer service, along with a statement of what they are doing, or going to do, to improve it.

Business Response: Dear Mr. ******,


I apologize you have had to experience this level of frustration for what should have been a simple request on your part.  We did convert to a new system a few weeks ago and it's causing a few more headaches then anticipated.  This is not the customer experience we want you to have and are actively working to improve this situation.   I assure I will continue to follow up with the carrier until delivery is consistent.  You will not be charged for any papers not received. And, I will extend your delivery 1 month for your inconvenience. 

Please feel free to contact me directly if you have any further issues. Thank you for your continued patience.


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

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.

However, this assumes that they follow through by providing delivery and re bill from actual start of delivery (delivery started 12/14/12).

Regards,

***** ******

 

12/16/2012 Problems with Product/Service | Complaint Details Unavailable
12/14/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Pieces of the newspaper are missing. Previously, the daily Cue section and others. Now, it's the Sunday TV Cue section which is missing regularly. TV Cue would be missing on a periodic, non-specific basis. But the tempo of missing section has steadily increased to where it now seems a toss up if it will be there. The section was missing two weeks in a row, we received it for two weeks in a row, and didn't receive it this Sunday (Nov. 18.) When you do call to report missing sections, you're put through an automated system and forced to listen to long pre-recorded messages in addition to their 'options.' Trying to get an actual person is hit or miss, as it is buried deep within options, moved within those options, or you're cut back to the automated part. In previous calls, the person(s) were profusely apologetic and promised to rectify the situation shortly. This last time I received no apology, and the person sounded guarded and said only that he'd "see what I can do." I have considered filing a complaint for years now. My brother and I don't like to complain (it's his name ****** on the subscription,) but this state of affairs doesn't seem to go away. The Journal/Sentinel company doesn't seem able or willing to correct it. Operators say they'll speak to the carrier/the carrier's supervisor/the supervisor's supervisor/manager/circulation/etc. ,but nothing changes. And the frequency of missing section(s) just keeps increasing. The response to complaints has been getting worse. I do not know if the problem is with the individual carrier, their managers, or the Journal/Sentinel printing and or management. In the pre-recorded messages you wade through, they mention that other sections (Sunday Crossroads and others) are missing and will be sent later (it wasn't.) The Journal/Sentinel has a local monopoly on daily newspapers, so that you can't cancel theirs and choose another, which is probably their trump card in regard to service. We've both complained over the years and years. We've been assured things will be fixed, but they never have been. And, as I've said, it's just getting worse. PS: still haven't received the Sunday TV Cue as of this writing.

Desired Settlement: Fix the problem or problems at whatever level(s) so that we don't have to telephone the company to receive 100% of the paper we pay 100% for. Don't know what the true percentage of advertising supplements sent is, but we never seem to be missing those. Receiving all the newspaper all the time would be nice.

Business Response: Dear Mr. ***********,


Thank you for alerting us of the issue regarding your newspaper.  We have a field manager looking into the matter and has attempted to reach you via telephone in order to obtain additional information.  We also need to verify or confirm your delivery address.  Our records have you listed at **** * ******** **** ********* ***** but I noticed on your complaint your address is listed is **** * ******** **** ********* *****.

I'm confident we can resolve this matter  so you can continue to receive a complete paper each day, as you are entitled.

Feel free to contact me directly if needed.

Sincerely, 

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


12/8/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On October 26, 2012, I signed up for a Sunday-only promotional subscription to the Milwaukee Journal Sentinel, and the solicitor number was 2468. On November 14, 2012, the Milwaukee Journal Sentinel billed my checking account for $71.76, as was the promotional subscription rate. I have yet to begun receiving the Journal Sentinel. When I call, I keep getting the same pre-recorded runaround. This is my only option -- to file a complaint with the Better Business Bureau.

Desired Settlement: Either the Milwaukee Journal Sentinel needs to start delivering the Sunday paper to my address, or I want a full refund immediately.

Business Response: I apologize you were not able to contact us by telephone.  I will have your subscription started immediately and a representative will phone you to verify delivery has begun.  If you have any further questions, please feel free to contact me directly. 


Regards,
***** **** *************

12/1/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: We moved on Oct 26 from *** ******* *** **** * ********* ** *****.Since then we have been trying to get our paper cancelled at that address. I have called several times. Last time I called was on Oct 12th.The paper was again delivered to that address today , Nov 14th. We are not going to pay for all those papers that were delivered daily since Oct 26th.

Desired Settlement: DON'T CHARGE US FOR DELIVERED PAPERS. aLSO STOP DELIVERING TO OLD ADDRESS!

Business Response: Dear Ms. ********,


I apologize for the continued delivery at ******* *** **** **  You do not have an active account at that address and are not being charged for nor will you be responsible for any newspapers that are being left there in error.  I will have the delivery driver contacted and inform him your account has stopped and he is to stop leaving a newspaper at this address.  Thank you for your patience while we contact the drive and get this issue resolved. If papers are still begin delivered within 48 hours, please feel free to contact me directly.

Sncerely,

***** ****  *************

11/21/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Continuing issue of both non-delivery and not being delivered to front door.

Desired Settlement: Just want the issue resolved. I've complained over the last six months with no correction.

Business Response: Mr. ***,


We have spoken to the ******* and **** ******* and I'd like to follow up and see how delivery has been the last few days? Please contact me if the issue has not been resolved to your satisfaction. In the meantime, I have extend your account 2 weeks for the difficulty you have experienced.

Thank you,

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

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

******* ***

 

11/18/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We moved on Oct. 26 from *** ******* ** ***** ** **** ******* ** ******* ********* *** I have been trying since then to have our paper transferred to no avail. The administrator at our new place has also been calling daily and has not gotten any satisfaction.They keep sending our paper to the old address. After numerous phone calls this problem has not been resolved. We have called approx. 8 times about this matter. By now we are so frustrated that we don't know what to do. Can you help us get our paper delivered?Please?

Desired Settlement: Not to be charged for paper being delivered to wrong address. Have it delivered to **** ******* ****** *** ********* **

Business Response: Dear Ms. ********,


I apologize for the frustration we have caused in transferring your account.  This should have been a simple request for you and not have required you to take these steps.    You should receive a paper at the new address tomorrow, 11/8/2012.  I have also transferred your **** ******* subscription tot he new address.  If for some reason you did not want this account to move to the new address as well, please let me know.  Thank you for being a subscriber.

Thank you,
***** **** *************

11/13/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have tried for 6 days and talked to 7 different people about resuming our delivery of a newspaper from a vacation hold. I was told that a new computer system was put in, but that does not explain why 5 of those people said that a paper would be sent out that day and no paper ever arrived. I also asked to speak to a ********** who assured me of the same thing. The next day I was told that the person had lied - he was not a **********. We have money in an account waiting for the resuming of service. Needless to say, if this company did not have a monopoly we would cancel the paper. The last person told us that we would get theat day's paper complimentary - it never arrived.

Desired Settlement: We would like our paper delivered and obviously, want to make sure that we have not been charged for the lack of papers in the last 2 weeks. I also believe that we should get free paper for at least a week because of the waste of time and the frustration and lies we have had to put up with.

Business Response: Dear Mr. *****,


I apologize for the aggravation we have caused while trying to resume your delivery. Our records show you spoke to one of our agents earlier today and your account will resume with tomorrow's edition.  I have also extended your account 7 days for your inconvenience.  I thank you for being a subscriber.

Sincerely,

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



Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

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

 

10/23/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been constantly called on a daily basis, multiple times during the day by the Milwaukee Journal Sentinel customer service department. I have tried telling them to take me off their contact list, I have reminded them that I have moved and have asked them to stop harassing me. Every time I ask them to take me off their contact list, they hang up on me. I have tried to contact a ******* and I am always connected to a random voice mail. I leave my name & phone number, explain the nature of my call and ask a ********** to call me back. I have yet to get a call back to and I am unable to resolve my problem. The last call I received from their customer service department was at 12:03 pm on Oct. 22, 2013 by an agent who said his name was ***.

Business Response: Dear Ms.  *********,


We received your request earlier today to place ###-###-#### on our Do Not call list today and I have verified this has been completed. Every attempt will be made to remove your phone number immediately. However, please allow a couple days for all files to be cleansed.  If you have any further questions, please feel free to contact me directly.


Thank you,


***** **** 
*************

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,

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

 

10/22/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They are billing me for 52 weeks of the paper, but the start date is 10/20/2012 and last year I paid till 10/29/2012, also the end date is 09/19/13. Besides billing me for 10 days twice the end date is a month earilerier so I an only getting 40 some weeks of the paper.

Desired Settlement: I wonder if this is a common parctice and most customers don't keep records or notice the mistake.

Business Response: Dear Mr. *******,


I understand you have spoken to a Journal Sentinel Representative on 10/15/2012 are are currently awaiting a new invoice.  I apologize for the confusion and assure you our intent was not to short change your account or to over charge you in any way.  If the new invoice is not to your satisfaction, please feel free to contact me directly at ###-###-####.

Regards,

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

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 received a new bill with the correct dates and I called back to renew my subscription. I still worry about the people that don't check their records.

Regards,

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

 

10/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I moved to a new house in Feb 2012. I decided to purchase the Sunday edition of the Milwaukee Journal Sentinel. I ordered it online 4/2/12 and have the receipt. I received 2 papers after purchase, but then did not receive anymore. I called about the delivery issue and told them if it was not resolved I wanted to cancel my subscription. I still did not receive any more Sunday papers so I called again the end of May. When I called I was told the subscription had been cancelled and would receive a refund check of $104.00. I waited about 2 weeks and the check did not come. I called again and found out the account for my address still had the previous home owners name on it. They informed my at that time that I was to return the check with the wrong name on it and they would issue me a new one with the correct name. I told them that the previous owners had moved and all their mail was being forwarded to the new address and I would never see the refund check. I was told they would look into the issue. A couple of weeks later I called again to find out what was going on with my refund check. I was told again it was issued out. Again I found out the account name was still in the previous home owners name. Finally the account was change to my husband's name "****" and was told the previous check in the other home owners name would be cancelled and I would be issued a new check. I again waited another couple of weeks and no check. I called again. I was told that the refund was going to be put on my Chase credit card, which is the card I used to purchase the subscription. I again waited another couple of weeks and it did not show up credited to my card. I called again. I was told that the head of the financial department "******** ***" will be notified of the issue and look into why I did not get my refund. I waited a couple more weeks and called again. The last call was either on 8/30 or 8/31. The person I spoke with said he was going to contact ******** *** and found out what was going on with the situation. He told me he would call me back with her response. Today is 9/6 and he left a message on my phone stating the refund check was issued to "***** *****" (who was the previous home owner) and that I was to contact her and get the refund from her. I still have the message saved on my phone. It is not my responsibility to contact her. I do not know her or where she moved to. I told them as soon as I found out the name on the account was wrong that I would not received the refund check. That was in June. It is now September and I am being told I will not be refunded because someone else got my check. I have the receipt that I paid for the subscription with my credit card and the name on my receipt is *********. I do have the voice mail saved on my phone. I also have a copy of my original receipt.
Thank you.

Christina

Desired Settlement: I want my $104.00 refund.

Business Response:

Dear Ms. *****,

 

Our records indicate a refund in the amount of $104.00 was issued via check to the name and address on the account, ***** ****. This check has been subsequently cashed. Upon review, we see that the original form of payment was credit card in your name and theretofore a refund should have been issued by the same means.  If we currently have your credit card number on file you can expect to see a full refund shortly, otherwise , someone from our office will be in contact with you shortly to obtain the original credit card number

 

Thank you for your patience,

Kelly Wood

Consumer Response: Better Business Bureau:

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

It has been a week since they replied to my complaint and stated my credit card will be credited.  No one has called me to verify my credit card and there is nothing on my credit card credited to me.

Regards,

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

 

 

Business Response: Hello,


The refund of $104.00 was processed on 9/11/2012. However, depending on your financial institution it can take up to 30 days to appear on your statement.  Typically, we do see it appear within 7-14 days.  If you do not see it within this time frame please contact me directly. You can also try contacting your back as they can sometimes see the pending transaction before it's posted to your account.

Thank you for your patience.

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

9/9/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am the representative of ******* *********'s estate. She died 12/27/11 the paper from the Journal was canceled and a check was sent for $140.99 that said void after 90 days. I did not become the rep for the estate until June 4, 2012. I contacted ****** a Supervisor at Milwaukee Journal communications, who said they would reissue a check, this was 6/4/2012. Contacted ***** @******** another supervisor @ MJS on 6/21/2012 to reissue check. Contacted ***** again on 7/30/2012 he would'nt answer the phone but ***** DID! Nothing accomplished! So I've talked to ******, ******, *****, *****. Nothing. 8/14/2012 Contacted ****** again who said to send old check back, I did send it back check #****** for $140.99 and no response.

Desired Settlement: Reissue the check for $140.99 to me the Rep of the estate.

Business Response: Thank you for contacting us.  We received the check you returned to us,  after your call on 8/14/2012, and reissued a new check on 8/27/2012. It was put into the mail on 8/28/2012.  I would expect you to receive the replacement check within a week or so depending on the timing of mail stream.   If you do not have the replacement check within a reasonable time, please feel free to contact me directly.  Thank you for your patience.



Sincerely,  

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

8/21/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a subscription of Packer Plus and was sent an email saying I would also recieve an online version of the journal sentinel but am now being denied this. I have retained this email as proof.

Desired Settlement: I would like the online version of the journal sentinel

Business Response: Thank you for your patience while we worked with you to resolve this concern.  I understand you have spoken to one of our *************** and a subscription has been established with an expiration date as agreed upon.  I apologize for the confusion and aggravation you encountered.  If you should have nay further issue please feel free to contract me directly.


***** ****
 ************

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.  Regards,

 

**** *******

 

 

 

8/13/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was waived down by an employee of the Journal who said would I like a free newspaper. I told the man sure then he began telling me the cost of the newspaper. He said I would receive a $10.00 gift card and after he told me the future costs I told the man that I don't think I want to paper because I'd have to discuss with my husband. The man then told me that I could cancel the paper whenever I wanted so that I'd have an opportunity to talk to my husband. When I spoke with my husband he did not want the newspaper. I called J.S. newspaper right away the next week and I was canceled. However, I was receiving charges to my credit card. Per another phone call to J.S. newspaper I was told by a ********** that their ******* restarted my account. I was charged around $12.40 for services. They told me they cancelled my account but charged me the $10.00 gift card and $2.40 for service fee. This I was not made aware of by the representative at the Metro Market who initiated the sale. I was told that I could cancel my account whenever I wanted. The extra fee of $2.40 was never discussed verbally. When I called to get a receipt of cancelation two *********** said they would forward that information, but I have yet to recieve it.

Desired Settlement: Please cancel my account, mail a reciept of cancelation, and never reactive me without my permission.

Business Response: As per your conversation with ******** today 8/9/2012 we have refunded you the cost of deliveries for 2 newspapers delivered ($2.40) and confirmed such via email. Our records indicate you ordered a subscription from a kiosk vendor in May of 2012 and also cancelled it shortly thereafter.  While we would love to have you as a subscriber again, please be aware our policy, for future reference, is to reduce the amount of any refund by the gift card given at the kiosk booth if the full term of the subscription is not fulfilled.  This did not happen in either situation on your account.


If you have any questions please feel free to contact me.

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

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

 

Regards,

 

 

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

 

 

 

 

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

Additional Notes

Complaint: Called MJS to question amount deducted on credit card statements for June & July. It was not the amount agreed upon in May whenon promotion $9.71 per month. Amount decucted in June was $24.48. The same amount was deducted on June 12 & July 2. When I called 7/16 to find out why a quoted price I was told there was no note of it and no other special rares. I cancelled my subscrition. The paper was continued to be delivered so I called my carrier on the third day & she has not been notified. When I called the MJS again I was told there was no note of my call or cancellation. All these customer serice calls are being directed to Colorado with very incompetent help. The last call on July 20 I was able to negotiate areasonable rate but it is very frustrating to have such poor communications in the MJS customer service dept outsourced to Colorado.

Desired Settlement: This was resolved by a ********** named who promised to send me a confirmation of the agreed outcome.

Business Response: Dear Ms. *****,


As per your conversation with Learhteen on 8/1/2012, I understand you have received a confirmation and receipt as requested. I apologize for the frustration encountered. If there is anything else we can do for you please let me know.

Sincerely,

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


 

8/10/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Before I left on vacation I made out to checks, one to ******* *** for $400.00 the other to Journal Communications for $73.00. I accidently mailed the ******* *** to Journal Communications and vice versa. We returned home from vacation and when I opened my mail ******* *** had mailed me back the check made out to Journal Communications. At that moment I realized I had probably mailed Journal communications the $400.00 check. I called jounal communications and the ******** ******* *** confirmed I had and that I would receive a refund within a week or so and I told to subtract the $73.00 which I owed for our subscription. I waited a week and called them back because I still had not received my check. I was told I should receive it any day, it was on route. Another week passed and still no check so I called again. Again I was told the same thing. It was on route. I told them that this was my money they had no right to cash that check, it was never made out to them. No reply. I again asked them when I could expect my check, again I was told the same thing, it was in route. At that point I told to cancel my subscription to the Journal Sentinal. I then contacted my bank which is *** and they are helping me to get my money back. They said this is fraud.

Desired Settlement: I want my money back

Business Response: Mrs. ******,


I apologize for the delay in receiving your refund. The initial refund of $329.80 was processed on 7/5 and the second one of $66.20 on 7/20.  Although those are the dates we processed the refund, it can take up to 14 days for the check to be mailed. I understand this is an unusual circumstance, but our internal procedure remained the same for processing this refund.  The ************** that you spoke with was incorrect in stating 1 week and we have addressed this issue internally.  Your check was received through a bank service called ******* - which is automated and doesn't require someone looking at each each check manually. This is not an excuse, but a reason how the error was missed in the first place.  I sincerely regret the aggravation.  If you do not have the checks with a timely manner as stated here, please let me know.
***** **** ************ *************

7/30/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I renewed my subsription on July 8 on my credit card and requested a paid reciept be e-mailed to me. The Journal updated my e-mail address but there was no reciept sent. I called again on July 15 and was told that one would be e-mailed out again. Still no reciept. I called again on July 27 between 6:30 and 7:00 and am and was told I would have a reciept in 2 minutes. Still no reciept. I called back at 12:30 and was told with in 30 minutes. Never came. I called on July 29 and was told that it would be taken care of - I said that if I did not have one by the time I got to work this moring I was going to get theBetter Business Bureau involved. All I am asking for is a reciept for payment - it should not be that difficult - I do all the time for my clients. I am truly appalled that it took me sending this - I feel i should be comopensated for the time spent trying to get something so simple.

Desired Settlement: To a get a reciept for payment and compensation for the hassle of so many requests and an apology for all the broken promises - even ******** were breaking promises

Business Response: If you do not have your receipt by end of day today, 7/30/2012, please let me know. You should not have had to wait this long or resort to these measures. There were a couple data entry errors that occurred and will be addressed.  Please accept my apologizes.

***** ****

414-224-2898
kwood@jrn.com

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.  As long as the resolution is followed thru on.  I will with hold final judgement until 7/31

Regards,

 

***** ******

 

 

 

7/24/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Have not received Sunday only news paper. None! In 6 mo. Customer service supervisor ****** should be retrained or put in another position, not involed with the public. She was confrontaltional from the beginng of our converstion but more importantly she implied I was lying. She claims I have not called about this problem til now. I have recently spoke with a local news paper distribitor, who tells me, the Journal is only availabe at retail news stands here in the Kiel area. No home delivery. The fact that I have not received any papers would tend to substantiate his claim.

Desired Settlement: Delivery of sunday news paper as contracted. As this cannot be done, because there is no. I repeat no home deliver here in the Kiel area. I strongly feel an apology and refund is called for.

Business Response:

I apologize for the difficulty you experienced with your recent Sunday subscription.   I understand you have recently spoken with one of our supervisors and I believe we have resolved the issue with our delivery partner.  Your subscription has been extended through 1/13/2013 and our field manager will be monitoring your account each week to ensure this is resolved to your satisfaction.  If for any reason you are not satisfied, your payment will be refunded in full.

 

Thank you for your patience.

 

Sincerely,

 ***** *****************

7/10/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been having an ongoing situation with the Milwaukee Journal Sentinal regarding a subscription to Packer Plus. For several years I have given my brother a subscription for his birthday and until this past fall all was well. In Ocober 2011 I mailed a check in the amount of $48.76 for lthe renewal of the subscription and he has not received a single copy of the publication. I have tried to resolve the issue via phone and have had to deal with some very rude and uncooperating customer service people.....even being hung up on one occasion. I then emailed then the beginning of June and after not receiving a reply I mailed a copy of the email to a customer service supervisor and have never heard of anyone. At this point I would like the subscription cancelled and my $48.76 returned to me.I would appreciate any help you can give me with this matter and can provide more details if necessary.Thanking you in advnce for giving this matter your prompt attention.***** ********* ***** ************* ** *****###-###-####

Desired Settlement: As stated above I would like the subscription cancelled and my $48.76 returned to me....again he has not received one copy of Packer Plus since I sent the check in Oct of 2011

Business Response:

Dear Ms. ******.

As per you conversation with Ms. ******* on July 9, 2012 a full refund in the amount of $48.76 will be processed.  We apologize for any inconvenience  you experienced.  While we will begin processing of your refund immediately, please allow 4-6 weeks for receipt of check by mail.

 

Thank you,

***** ******

***********

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

 

Regards,

 

 

***** ******

 

 

I thank you so much for your help with this matter and satisfied with the resolution. I will be looking to receive a full refund check in the next few weeks . Again I thank you for your help


***** ******

 

6/16/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I subscribed to Journal Sentinel Newspaper last year (Salesman at **** ** **** convinced me). We had just recently moved back to ********* ( Navy), and I was looking for a newspaper to subscribe to. I was weary of subscribing while living in a big apartment complex, but the salesman assured me that it would not be a problem. He said that if there was ever any problem they would re- deliver our paper (the same day). We signed up for 52 weeks (nothing more) and prepaid. Right off the bat, we had problems. We were told the paper would come that following Sunday-- it didn't. I called, they said they would send another one out--it didn't come. I called, they said they were out (so we'd be credited). The next week, the same issue. For the next year we had many problems. Sometimes our paper didn't get delivered, it was missing things, or it was delivered to the wrong door. At first I called each time, and someone would say that they were sending out a new paper. Then the paper wouldn't come, so I'd call again, and someone would tell me that they were out. Each time I was assured that they would credit my account (at the end of my subscription I would receive extra papers). All year, Sunday mornings were a reminder of how I wasted our money. I'd call (which was another waste (of my time)), and I was even told that they would send a note to the delivery guy requesting that he ring the buzzer when he dropped off papers. That never happened either. I eventually stopped calling, and took it as a lesson learned. At the end of our subscription, I received a call from a JS representative. He wanted to know if we would be renewing our subscription. I said no. He tried to convince me to keep it, and I clearly said no, and then explained/ re-explained all the issues we had with our paper. He was rude, and told me to call a number (didn't tell me why)-- then hung up. I looked online to make sure our subscription said it was expired. It did, so I assumed they were going to try to make me an offer to stay. During this time, we were very busy (in the middle of a move). We spent the next few weeks packing, and preparing to move. The paper was still coming on Sundays (with it's same irregularity). I "knew" that the papers I was getting were the ones that I was told would be credited on at the end of my subscription. A few days before we moved I changed my address in there system (online). This was 3-4 weeks after I spoke with the JS rep. That week, at our new place, we got a newspaper delivered to us. I had received 5 "credit" papers since our subscription expired. When I called I spoke with two people-- a sales employee, and a manager named ******. The conversation(s) went like this: JS sales employee: I see you have a balance on your account ($9.??), would you like to take care of that today? Me: I shouldn't have a balance, I prepaid and didn't sign up for any extra weeks. JS sales employee: Oh, I see here you subscription expired in March, and you've received (x amount of) papers since. Me: I didn't renew my subscription, it expired. The only papers I'm getting are the ones credited on to my account from days my paper wasn't delivered. JS sales employee: Oh, we automatically renew you subscription to prevent gaps in delivery for our customers. If you would like to remain a customer with us we can offer you a great deal, better than the one you signed up with. Me: No, I don't want to renew JS sales employee: May I ask why? From there I spoke with the Js sales employee about the issues (which were already noted in their system). I also told him that I spoke with someone when my subscription ended, and told him the same thing...that I would not be renewing my subscription. The man told me he wouldn't be able to take off the charges. I said I wouldn't pay for papers they owed me, or "extra" papers I didn't sign up for. He said he couldn't do anything, so I asked to be connected to a manager. A while later, the manager got on the phone. I re-explained everything including: that my subscription said expired online, that I didn't sign up for extra papers, that I spoke with JS weeks prior and confirmed that I wasn't renewing my subscription, and that they owed me papers. From there the conversation went like this: Manager: I see here that you placed a vacation hold on your account, and changed your address. You must have been expecting to get more papers. Me: I didn't place a vacation hold, I changed my address. Yes, I was expecting more papers---the ones that were supposed to be credited to my account Manager: Oh, that (vacation hold) happens when you change your address automatically. Me: Okay. Manager: (ignored every valid point I made)..... Well I can't in good conscience adjust this, unless you remain our customer. I can give you a great deal--better then the last one. Me: So your saying that you won't do what's right unless I remain your customer...... (Then I RE-STATED everything prior.....that my subscription says expired online, that I didn't sign up for extra papers, that I spoke with JS weeks prior and confirmed that I wasn't renewing my subscription, and that they owed me papers.)... Why would you renew my subscription if I said I didn't want it anymore? You guys are trying to scam us. Manager: When you sign up online.....automatically re-enrolls you Me: I didn't sign up online, I signed up with a salesman at Pick N Save. (I repeated that I didn't sign up for more, and that I told JS I didn't want to renew) Manager: Oh, we'll the person you spoke with must have hoped you would remain a customer. And you did change your address, and even put a vacation hold on your paper. And we certainly weren't trying to scam you, we do this to "help" customers who are late on renewing. So there won't be gaps in delivery. Me: I didn't sign up for any extra weeks, and I specifically told JS that I was not going to renew! Manager: (Again ignoring every valid point I made)..... Well I can't in good conscience adjust this, unless you remain our customer. I can give you a great deal--better then the last one. Me: No, I don't want to remain with JS. You need to do what is right regardless of whether or not we remain customers. Manager: (Ignoring everything I said again.....) Well I can't in good conscience adjust this, unless you remain our customer. The conversation ended on our amount jumping from $9-$15. The manager said the cost was $2 a paper. I again mentioned that I was owed credits. He looked it up, and named days that we were owed papers. The manger agreed that he would credit us for some of them. I asked how many, he said six. If this complaint seems repetitive, it's because the phone call was. If I seem irritated, it's because I am. My husband has been based in IL, FL, WA, WI, and Italy. We have always had a newspaper, and have never had to deal with such dishonesty. So again, why is it that I didn't sign up for any more than 52 weeks, I spoke with JS and told them I wasn't renewing, and my subscription even said expired online...but JS can still bill us for more? They say that this practice is to help customers who forget to renew their subscription, but really it's to milk their customers for whatever they can get. If another business (for instance a pizza delivery place) tried to use the same tactics, here's what it would look like: A salesman finds a customer who likes pizza, and tells him about a great deal his company offers on pizzas. The customer can get 20 pizzas for the price of 10-- he just has to pay for his pizza in advance! The customer signs up for the 20 weeks. In doing this the customer will have a pizza delivered to his home every Friday for 20 weeks. He pays for those twenty weeks in advance, and signs a paper requesting that every Friday for 20 weeks the pizza delivery place delivers 1 pizza to his address. He doesn't sign up for extra pizzas to be delivered, nor does he doesn't agree to pay for any extra pizzas. During those 20 weeks the pizza place doesn't deliver all 20 pizzas.Throughout the contract time on various days, the pizza place misplaces, loses, forgets, or only delivers 8/10ths of a pizza to the customer. The first week, they forget to deliver the customer his prepaid pizza. Then when he calls, they say sorry and tell him they'll send a new one asap-- but they don't send it out. The next week they don't deliver, and when the customer complains they blame the delivery man, and apologize because they are all out of pizzas for the day. They promise to give the customer an extra pizza at the end of the twenty weeks. Another day the pizza gets delivered, but it has all the extra toppings taken off. Again, the customer calls, and the company apologizes, and says they will credit the customers account with an extra pizza. Some weeks that pizza comes, but other weeks it doesn't. The customer is annoyed, and sees how stupid it was to trust this company, and prepay for pizzas. The customer is irritated, and busy. He decides he will collect the rest of what he paid for, and his extra pizzas (credited to him). Then wants to be done with that pizza place forever. At the end of those 20 weeks, the customer receives some of the "credit" pizzas. He even gets a call from the company asking if he would like to sign up for 20 more weeks! He says no, and makes sure his subscription is expired. Five weeks later the customer is still getting his past due pizzas, but he also gets a bill. He sees that he is charged full, un-discounted price for the extra pizzas! When he calls to tell the pizza company that they owed him those pizzas, the company rep tells him that he was automatically re-signed up (as a courtesy to him the customer). Then they tell him that they'll only be able to give him some of those pizzas as a credit,--unless of course he agrees to remain their customer for another 20 weeks. Again, no other company could get away with that-- it's immoral, and it is scamming. I received the "adjusted" bill today. It says we owe $9.56. Now had the manager kept his word, at two dollars an issue for even 6 weeks, the remaining balance would have been $3. The amount on the bill is not the problem, this is a moral issue. JS should not be trying to scam people--- it's wrong. By the way, most companies record phone calls for "quality assurance," I'm sure this call (and the prior one when I spoke with the first JS representative) can be retrieved, and reviewed by the BBB?

Desired Settlement: An apology for trying to scam us, and a fair adjustment.

Business Response: I apologize for any aggravation caused to you by our representative and billing practices as well as the sporadic delivery you received while being a subscriber. Any balance on your account will be cleared.  If you should choose to give us another try, please let me know and will personally make sure your delivery is given special attention so you do not have to struggle with the frustration of missed papers again.


Thank you,

***** *****

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

6/7/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: IT TOOK MULTIPLE CALLS TO ORDER/REACTIVATE MY ACCOUNT AFTER VACATION HOLD FOR 4 MONTHS. SUPERVISOR AUTHORIZED THE SUNDAY AND WEDNESDAY SPECIAL RATE. I HAVE A BALANCE ON ACCOUNT AS I PAY 1 YR IN ADVANCE. I WAS BILLED $71.76 FOR THE YEAR SPECIAL ON MY CREDIT CARD. FROM THE DAY THE PAPER WAS ACTIVATED AFTER AT LEAST 7 CALLS TO ORDER AND GETTING CUT OFF BY THEIR PHONE SYSTEM I BELIEVED ALL WAS SET. FAILURE TO DELIVER PROMPTED MULTIPLE CALLS TO GET IT ACTUALLY STARTED. SPORATIC AND LATE DELIVERY AND MORE CALLS ABOUT MISSED PAPERS SOMETIMES REDELIVERED LATE IN DAY OR NOT AT ALL. STILL PATIENCE WAS WEARING THIN. THE PAST MEMORIAL WEEKEND NO SUNDAY PAPER WHEN I RETURNED HOME ON MONDAY. NEIGHBORS CONFIRMED IT WAS NEVER DELIVERED. TODAY THERE WAS NO WEDNESDAY PAPER. THE RARE PAPER THAT WAS ACTUALLY DELIVERED IS HARD TO COUNT THIS PAST MONTH THEY WERE SO FEW. I CANNOT CALL EVERYTIME THEY FAIL TO DELIVER ANYMORE. I WISH TO CANCEL AND WANT THE 71.76 REFUNDED AND A STATEMENT WITH MY REMAINING PREVIOUS BALANCE BEFORE THE VACATION HOLD WAS LIFTED WITH THE SUNDAY AND WEDNESDAY PACKAGE. i WANT A STATEMENT SENT SHOWING ALL EARLIER CREDIT BALANCES OWED TO ME AND REFUNDED AND THE RECENT DEBIT OF 71.76 REMOVED AND CREDITED. CUSTOMER SERVICE MANAGER RACHEL SAID SINCE IT SEEMS I MIGHT HAVE RECEIVED A FEW PAPERS SHE WOULD ONLY REFUND A PARTIAL CREDIT AND TOO BAD ABOUT THE MULTIPLE CALLS ON ORDERING THE PAPER AND THE MULTIPLE CALLS ON MISSED DELIVERY OR THE POOR CUSTOMER SERVICE. THAT IS NOT SATIFACTORY. SHE SAID HER MANAGER WOULD AGREE BUT WOULD CALL ME SOMETIME IN 48 HOURS. UNBELIEVEABLE. ***I ALSO SET UP THE SAME PAPER PLAN WITH MY ELDERLY FATHER IN NEW ****** AT THE SAME TIME I STARTED UP MINE. SAME SCENERIO PAPER NEVER STARTED FOR HIM MORE CALLS TO CUSTOMER SERVICE. HE FINALLY IS GETTING HIS SUNDAY AND WEDNESDAY PAPERS AFTER MANY DELAYS AND MORE CALLS TO CUSTOMER SERVICE HIS NAME IS ****** ******** ###-###-#### *** ******. IT GOT TO BE A JOKE THAT WE WERE GOING TO CALL AND CALL AND ACTUALLY GET THE PAPER ORDERED THAT WE WERENT GOING TO GIVE UP. VERY POOR BILLING, CUSTOMER SERVICE AND DELIVERY.

Desired Settlement: FULL REFUND OF 71.76 AND MY CREDIT BALANCE ON ACCOUNT REFUNDED AND A STATEMENT SENT TO ME SHOWING CANCELLED ACCOUNT. I WILL PICK UP A SUNDAY PAPER LOCALLY AS WANTED. I HAVE BEEN A CUSTOMER FOR YEARS AND HAVE ALWAYS PREPAID A YEAR AHEAD. JOURNAL SENTINEL MUST BE DOING WELL FINANCIALLY THAT THEY THINK THEY CAN TREAT THEIR CUSTOMERS IN SUCH A POOR MANNER. PLEASE HELP. THANK YOU

Business Response: As per the conversation you had with our delivery manager we will verify delivery for the next four weeks to ensure you are satisfied with the results.  If not, a full refund will be granted.


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 does not resolve my complete complaint. I am happy that they are going to actually verify paper delivery issue is solved for 4 wks. I should have a credit balance due to me from prior to the date i put paper on vacation hold for 4 months. I always for years have paid a year in advance.  i want a clear statement of the credit i have on file BEFORE the $71 dollar special sunday wed was put on my credit card in april 2012. i want the credit balance refunded to me. i also want to know of the $71+ amount for special billed on my crcd what amount is being adjusted for missed papers. when i found the may 27th and 30th papers again werent delivered when i came back from out of state, that was the last straw after multiple delivery problems.  Please send a correct billing statement and refund of overpayment. i will agree to keep the paper if delivery and billing is corrected. Regards,

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

 

 

Consumer Response: please keep complaint open do not close complaint as we are waiting 4 weeks to verify that delivery problems are corrected. i will notify you in july if problems have been fixed. thank you. ******* ******

5/18/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Journal continues to harass by phone after stating no longer interested in subscribing to their paper. My household has spoken to someone 4 times stating we are no longer interested and to remove our number from their call system. They continue to call.

Desired Settlement: I just need an email stating that I have been removed from their database. They have lost my business as a customer. There are so many other news related services available that its confusing why in a dying industry - they would harass their customer base away.

Business Response: Dear Mr. ******,  

I apologize for any aggravation we have caused you or your family. It is not our intention do so.  We have removed the phone number, ###-###-####,  listed on this complaint as well as ###-###-#### which was on your subscription account and I believe the number we may have called.  If we contacted you at a different number (s), please let me know so we may add that number as well. 

You will not be contacted for solicitation purposes again.

 

Sincerely,

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

###-###-####

5/13/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: For multiple weeks I have had to call to find out why I have not received my Sunday Journal till after 9:00am sometimes after 10:00am. The paper always said it should be delivery before 8:00am in good weather

Desired Settlement: delivery the paper by 8:00am

Business Response:

Dear Mr. *****,

 

I apologize for the later than usual delay in receiving your Journal Sentinel. There has been unusually high turnover on your route recently causing later delivery times as new carriers and substitutes have been filling in.  There is a temporary carrier delivering your route until a permanent carrier can be located and we have made them aware of your concern. 

 

Thank you for your patience.

4/20/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I believe that the paper carrier put a paper through my front door window. Not a huge deal, but I have been uanble to get much of a response from JS. I did call them to report the problem, got a call from **** ********, who let me know they would come out in 3days and take a look. Nobody came. I called again 3 times, finally found **** who said he'd been on vacation. He let me know they would come out and look. By then the door had been fixed (it had been a week and a half by then). No more response from ****. I have tried a couple more times, unsuccesfully to reach ****. No luck, no call backs. Called the main JS number again and spoke with ****** *, last Fri, who let me know they would call me that day or Monday. Still no response. The door I can forget but it really is annoying to get the runaround from the Journal Sentinel.

Desired Settlement: At least hear from them to come to some resolution of my complaint!

Business Response: Dear Sir,


I apologize someone did not respond to as timely as they should have. I understand you have spoken with a representative of our company who explained our carriers are independent contractors and not employees of the Journal Sentinel and this matter is now resolved.

If there are any further questions, please feel free to contact me directly.
***** **** ************* ************

4/12/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I phoned the Journal Sentinel company in early December of 2011 to cancel my newspaper subscription. I was informed that my subscription was paid through January 1, and was asked whether I wanted a refund of my balance, or if I would rather keep the subscription active through January 1. I chose to keep my subscription active. On December 27th, while checking my bank checking account online, I noticed that the Journal Sentinel company had debited $6.09 from my account on that day. I immediately called them and spoke with a customer service representative, who agreed that the debit had been taken out in error, and that it would be credited back to my account. I called them back three times over the next month, because the money hadn't been credited to my account yet, and the third time I called I was told that the amount was scheduled to be credited back to my bank account, and that it may take 10-14 business days. After that amount of time had passed and I still hadn't received credit back to my checking account, I called the company again. A customer service representative told me that he had found a note from the accounting department stating that for some reason, they couldn't give me a refund, but they hadn't stated why. He said he would have someone call me back. After more than a week without a call, I called the Journal Sentinel and asked to speak with a manager or supervisor in the accounting department. This was on Friday, March 9. The customer service rep informed me that there wasn't a manager or supervisor available at that moment, but that he would have someone call me back within 24-48 hours. Someone did try to reach me about an hour later, but I missed the call, so I called the company back immediately and was told the same thing, that someone would return my call within 24-48 hours. I didn't receive a call by Tuesday, so I called them back and repeated my request to speak with a manager or supervisor in the accounting department. I described my concern briefly, and they told me that someone would call me back within 24 to 28 hours. That was at approximately 2:30 PM on Tuesday, March 13. It is now 3:25 PM on Thursday, March 15, and I have had enough of trying to deal directly with the company. I feel they've stolen money from my bank account, since it was debited without my permission, no goods or services were exchanged, and I've repeatedly attempted to have the money credited back to me.

Desired Settlement: $6.09 credited back to my checking account.

Business Response: Mrs *******,


I apologize for the delay in responding. As per your conversation with Ms. ******* this morning, 4/2/2012, a refund of $6.09 will be processed. The representative you spoke with previously incorrectly quoted this amount due to you however, we will honor the error and apologize for the confusion.

Thank you,
***** **** *************


Consumer Response:

Better Business Bureau:

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

However, as of April 12, 2012 - ten days after receiving the phone call from Journal Sentinel and this email follow-up - I have NOT received the credit to my bank account yet.

Regards,

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

 

4/9/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been double-charged for the Milwaukee Journal Sentinel from July 2010 through December 2011. I have been attempting to get this cleared up for approximately nine or more months since I discovered the problem. I changed to a different credit card for billing my monthly subscription in July, 2010, but apparently the company continued to bill the original card and also billed the new card. The double billing ended finally in January 2012. On March 2, 2012, the company issued me a check in the amount of $14.79. This does not even begin to cover the reimbursement that was due to me. One card was being billed at the rate of $12.98 per month, starting on 7-16-2010 and every month thereafter through the final billing on 12-29-2011. The other card was being billed at the rate of $19.50 per month starting 7-26-2010 until 1-24-2011, when the charge changed to $20.50 per month through this current month. So I was double-charged for 6 months in 2010 at $19.50 per month, or $117.00, and 12 months in 2011 at $20.50 per month, or $246.00, for a total of $362.00.

Desired Settlement: Refund of $362.00

Business Response: Dear Mrs. *******,


As per your conversation with Ms. *** on 3/27/2012 a refund will processed for the amount owed. It appears two accounts were running from 4/16/2010-12/28/2011. The refund of $14.79 processed in 12/2011 was only the amount on the account at the time and not for the duplicated payments.  I apologize for the confusion.  If you do not see the credit within 2 weeks, please feel free to contact me directly.

***** *****
************
###-###-####

4/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called the Journal Sentinel in January to renew my subscription and was told I could do so for the amount I had paid the previous year: about $1 per week for Sundays only. I decided to renew my contract at this price. I later received a bill that was incorrect and called to ask about it. A woman told me that my contract couldn't have been renewed at that price I originally agreed upon so I needed to pay more. She said she would send a bill with the remaining balance. I never received that bill. I called again on March 9th and asked to be connected to a supervisor. I was hung up on. I called again right away, asked to talk to a supervisor again, was put on hold, and then transferred to another customer service representative. She told me her supervisor would fix the situation, honor the original contracted rate, and make sure that the payment I had already given would be credited towards the account and I would owe nothing. She also said I would receive a hand delivered newspaper that Sunday (March 11) and noted that I had not received one March 4. She also said her supervisor would call back by Monday or within 24-48 business hours. I called on Tuesday when I hadn't gotten a supervisor call yet and was told by a very rude man that I needed to wait longer because it hadn't been 24-48 business hours (despite the fact that it was already past Monday). Today (March 16th) I called because I still hadn't received a call from a supervisor and was told once again that I needed to wait 24-48 hours for a supervisor phone call. I asked to be transferred to someone higher than a supervisor and was told that there was no one else higher which I do not believe. I demanded to be transferred right away and was told that training had been happening all week and the supervisor was very busy. I told her that I was done with the company and to cancel my account. and to refund all the money I had paid for this year. Journal Sentinel did not honor the original contract/agreement, told me to pay more money, agreed to fix the mistake, and never fixed it. They violated the contract and kept the money I had already given them.

Desired Settlement: I want the whole amount I paid this year for my "subscription" back: just under $52. The Journal Sentinel has agreed to refund the money within 7-14 business days, but their promises/agreements mean nothing.

Business Response: Dear Ms. *******,


I apologize for the confusion and any aggravation you experienced when speaking to our customer service department.  I've reviewed your account and a charge to your credit card was not processed and therefore a refund is not due.  If your records show any charge was put through to your credit card please contact me directly so we can investigate further.  If you are interested in subscribing at the original rate I'll be glad to honor what was first quoted.

Thank you,

***** ****
*************
###-###-####

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

 

Regards,

 

 

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

 

 

 

 

3/30/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband and I attended the Milwaukee Auto Show on March 1, 2012 and signed up at the Milwaukee Journal/Sentinel booth for additional Friday and Saturday newspaper subscription.They quoted us $65.78 for the subscription we paid for it with our mastercard. When I check my statement we were billed $78.00 from the Milwaukee Journal/Sentinel. I called the Journal/Sentinel on Tuesday, March 14th and they told me that the rate changed, I said I was not pleased with them changing the rate after the transaction and I did not feel that was legal. I then asked it I could speak with a supervisor she informed me they were all in on a conference call, I said I would hold, she said it would be really long. I then told her I would like a call back or I was contacting the Better Business bureau if I did not receive a call back. She informed me someone would contact me in the next 24hours. It is now two days later 3/16 and I have not recieved a phone call. I at this point I am very frustrated with the Journal/Sentinel and am concerned about how many other people had their transactions changed without them knowing.

Thank you

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

Desired Settlement: I would like to speak to someone at the Journal/Sentinel and express my disappointment in the way they run there business, and hopefully stop them from doing this to someone else. Thank you

Business Response:

Dear Ms. ********,

As per your conversation with Mrs. Lee earlier today, 3/19/2012, a full refund of $78.00 will be applied to your account and your service switched back as you requested.  The rate the kiosk representative offered you was correct.  However, a data entry error charged you at the higher rate.  I apologize for this error.

 

Sincerely,

 ***** *******

**********

3/29/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called the Milwauke Journal to have a vacation hold put on my newspapers (Mke journal, ********* *****, **** ****** Journal) starting on March 6th and ending on March 12th. Upon my arrival home I found that the newspapers with the exeception of the Sunday edition had still been delivered and to make matters worse there was an attempted break in at the house. I called the customer service center on March 12th to find out what happened and asked to speak to a Supervisor. I was told that the supervisors were all in a meeting but that I would receive a call back in a few hours when the meeting was concluded. When my call was not returned I called back again later in the day and spoke to "*******" who stated that he call the distribution person and I would receive a call back in 24 to 48 hours. I waited until March 19th (a seven day wait) and called the Customer Service department again and spoke to the representative who stated that she would leave a message for ******* or someone else to give me call back the next day. As of today, that call has not been returned and since the usual wait time to speak with anyone at the service center is over 20 minutes, I have basically given up on talking to anyone using that route of communication.

Desired Settlement: I would obviously like a credit for all three publications that were delivered when they should have been stopped. I would also like an explanation of where this system fell apart and some sort of detailed explanation and statement of what actions the Journal will take to see that this does not happen again. When they fail to stop papers and allow them to pile up in a public location that can be viewed by anyone it invites crime as was the attempt here. I would also like some sort of explanation as to why they failed to return my calls as promised. A common courtesy and good business practice by any standards.

Business Response:

Dear Mr. ************,

 

I apologize for the delivery error with your papers while you were away recently.  Our system does show vacation stop for your account for the Journal Sentinel but not one on record for the other publications.  The customer service rep you spoke with should have asked you if you wanted the ********* ***** on hold as well and also instructed you to contact the **** ****** ******* directly to put a temporary hold on that publication.   It’s apparent that did not occur.   Your account will be credited for the time period you were away for the Journal Sentinel and the ********* ***** so you will not be charged for any of those deliveries.   If you wish to receive credit for the **** ****** ******* please contact them directly ###-###-####.  This is also the number to call for any future stops or changes to your **** ****** ******* account.

 

If you have any questions, please feel free to contact me directly.

Kelly Wood

kwood@jrn.com

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.  Regards,

 

 ***** ******

 

 

 

3/28/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called, ###-###-#### (*****) and left her numerous messages (2/28/12, 3/1, 3/8, and 3/9) to provide a receipt to me for a payment we made on January 13, 2012 in the amount of $143. Then I called 414-224-222 on: 3/1/12, 3/9, 3/13, and 3/20, and Jessie and Ashly were submitting requests to get a reciept faxed to me at ###-###-####; however, I have yet to receive it. In addition, I spoke to Bruce on 3/9 at 12:47 pm and a manager was suppose to call me back but that never happened either. I would like a receipt so we can expense it. That is all!

Desired Settlement: Reciept for paid service on January 13, 2012 for $143.

Business Response: I'm sorry you have been unable to obtain a receipt for your newspaper subscription.   This should have been a simple and instead we have made it frustration for you. We have generated a manual one for you and faxed it to the number you've listed. If you do not receive it please contact me directly and perhaps we can try an alternate method of delivery.


Thank you,

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

**********

Consumer Response:

Better Business Bureau:

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

 

Regards,

 

 

 ******* ****

 

 

 

 

3/19/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a paid subscription to the Journal Sentinal and I am supposed to receive the Sunday paper with a Wednesday paper which is free that was offered to me for the subscription. But before I paid for subscription the paper was not being delivered to me on the days promised. So after many phone com p;aints the paper finally started coming on time for about a month, then I paid my subscription and about a month after after i received my paper sparingly. But now I receive my Wednesday paper but I have not received my Sunday paper for over two months. Everytime I call they offer me a credit, but I didn't pay for credit I paid for a paper subscription, and that's the service I expect to receive. Can someone "PLEASE HELP ME RESOLVE THIS DELIVERY ISSUE? Instesd of receiving my sunday paper I go buy one instead and I shouldn't have to.

Desired Settlement: I WANT MY PAPER ON THE DAYS IT IS SUPPOSED TO BE HERE WITH NO CREDITS!!!

Business Response: I apologize for the sporadic delivery.  Delivery to multiple unit buildings can be frustrating for both the customer and the carrier and times.  We have recently verified delivery to your home only to later find out you did not receive the newspaper on that same day.  I understand you have also spoke to the field manager for the area.    We are happy to work with you to try and find an alternative delivery method or location.  If you have any suggestions please let us know.  If no satisfactory arrangements can be made, we will refund you the subscription price in full.


Thank you,

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

**********

2/28/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I accepted an offer to receive the Journal Sentinel for $12.98/month. When I paid my recent **** ****, I noticed a charge from the Journal Sentinel, dated 2/14/12, of $20.50. I emailed the Journal Sentinel requesting a satisfactory explanation of the discrepancy. The email went unanswered. After 8 days, I sent another email. The Journal Sentinel then sent the following response: "Thank you for contacting us. We apologize for the inconvenience. Our records indicate you were on a promotional rate of $12.98 a month for Daily Sunday service. The promotion has ended and your new rate will be $20.50 a month. Please let us know if we can further assist you." It is dishonest to increase the rate without notifying the customer.

Desired Settlement: I want a billing adjustment and a change to their policy of stealth price increases.

Business Response:

Dear Ms. ********** ,

I’m sorry for the billing issue you experienced with the Journal Sentinel.  You were originally offered $12.98 for a period of 12 months.  However, you are correct that there was a system error that removed you from that promotional rate after only 9 months and the customer service representative you communicated with via email should have caught this when reviewing your account.  I have adjusted your account to continue billing at the original promotional rate of $12.98 for the remaining 3 months and added an additional month of service for no charge for the error.   Once this expires, the rate will increase to current basic rates as noted in April 2011 when this offer was first applied to your account.  I regret this error occurred and we are reviewing our internal processes and have corrected the issue that caused your account to renew at the higher rate too early.

 

If you have any questions, please feel free to contact me directly.  

 

***** ****

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

###-###-####

Consumer Response:

Better Business Bureau:

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

I will accept the business's response.  It appears to be made in good faith.  I must note, however, that no 12-month period was mentioned to me when I was first offered the rate.

Thank you for your professionalism and efficiency.

Regards,

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

2/27/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I HAD TO WORK SUNDAY . LOOKING FORWARD TO READING ABOUT THE SUPER BOWL .I DID NOT RECIEVE MY PAPER MONDAY MORNING . I CALED AT 8:40 AND TOLD I WOULD HAVE IT BY 1:00 . NO PAPER AT 4:00 . CALLED AGAIN AND WAS INFORMED I WOULD GET IT ON TUESDAY.

Desired Settlement: WHO WAS AT FAULT . IF IT WAS *** I WANT 1 FREE MONTH SUBSCRIPTION . IF IT WAS THE CARRIER I WILL NEVER TIP AGAIN .

Business Response: Thank you for contacting us. I understand you have spoken to a representative of Journal Sentinel and have resolved this issue.  I apologize for the situation regarding your missed delivery earlier.  We look forward to having you as a subscriber for many more years.

2/6/2012 Delivery Issues | Complaint Details Unavailable
12/3/2011 Problems with Product/Service