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Journal Media Group

Additional Locations

Phone: (414) 224-2000 Fax: (414) 224-0777 PO Box 661, Milwaukee, WI 53201 http://www.jsonline.com View Additional Web Addresses


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Description

This company offers newspaper publishing & distribution.


BBB Accreditation

A BBB Accredited Business since

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

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


Reason for Rating

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

Factors that raised the rating for Journal Media Group include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 38 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

38 complaints closed with BBB in last 3 years | 12 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 4
Billing/Collection Issues 9
Delivery Issues 10
Guarantee/Warranty Issues 0
Problems with Product/Service 15
Total Closed Complaints 38

Customer Reviews Summary Read customer reviews

4 Customer Reviews on Journal Media Group
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 4
Total Customer Reviews 4

Additional Information

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. Steve Jagler, Business Editor Mr. Tim Stautberg, President and CEO - Journal Media Group Ms. Betsy Brenner, Vice President, Regional Publisher - Journal Media Group/Publisher - Milwaukee Journal Sentinel Mr. Jason Graham, Senior Vice President and Chief Financial Officer - Journal Media Group Mr. Marty Ozolins, Vice President and Corporate Controller - Journal Media Group Mr. George Stanley, Editor in Chief Ms. Anne Westfahl, Executive Assistant
Contact Information
Principal: Mr. Steve Jagler, Business Editor
Customer Contact: Ms. Barb Smith, Customer Care
Principal: Mr. Tim Stautberg, President and CEO - Journal Media Group
Business Category

Newspapers Online Publications Newspaper Publishers (NAICS: 511110)

Alternate Business Names
Journal Community Publishing Group Lake Country Publications Metro Parent Milwaukee Journal Sentinel
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.


Customer Review Rating plus BBB Rating Summary

Journal Media Group has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 333 W State St

    Milwaukee, WI 53203 (414) 224-2000

  • PO Box 661

    Milwaukee, WI 53201

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BBB Customer Review Rating plus BBB Rating Overview


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

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

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

BBB Letter Grade Scale

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

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

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

Complaint Detail(s)

3/29/2016 Problems with Product/Service | Complaint Details Unavailable
3/4/2016 Delivery Issues
3/3/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up online for the JSOnline.com subscription 2 weeks ago. They took my money but I have not been able to log in....not even once. I have emailed them about this at least 5 times and I always get a generic answer that never works. I am computer literate. I have a newer computer with Window 10. I have cleared the cache and all that. Didn't do any good.

Desired Settlement: I want them to tell me how I can log in to use the service I paid for.

Business Response:

I apologize for the frustration you experienced when trying to view your full online access. I reviewed your account and verified you have been able to successfully log in and access your account today as well as the comment section of JS Online. Your subscription has been adjusted so you were not charged for any time prior to today. Future monthly charges to your credit card will occur on or about this day each month. 

 

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.

However, it will stay with me.  Why should I have to force them to give me adequate customer service?  My opinion is that they make the online portion so difficult that I think it forces some people to give up and buy the paper subscription, which would help the JS fight off the national trend of people moving away from the paper subscriptions.

Regards,

*** *******


2/19/2016 Delivery Issues
2/15/2016 Problems with Product/Service
1/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for six months of their newspaper at a reduced rate with the impression that if I did not renew it would be canceled. I read through their terms upon signing up and saw nothing about auto renewal nor this grace period thing they keep bringing up. I paid for six months and did not ask for or request any kind of grace period for them to keep sending me papers until I paid. I thought my subscription was still within the six months when I got a call to renew my service. I told the man on the phone that I wasn't going to renew. Recently we have been tight financially and felt that we could not at this time continue or service. To be honest, I don't read the paper. My wife uses it for the coupons. We had been doing the math and figured it was not being beneficial at this time because the coupons aren't as good as they once used to be. Going back to that phone conversation, the man told us we had charges for papers sent during our "grace period". I told him that we didn't ask for it or sign up for it and requested him to drop those charges. He said I had to talk with billing to do that and gave me their number. I did however, make it clear to him that I wanted my subscription canceled. Well, I was busy over the weekend and couldn't call till Wednesday the 20th (my day off from work). In the mean time, they sent us another Sunday paper and another Wednesday paper after which our subscription was supposed to be canceled. Which both are unopened and they can feel free to come get them. I called the number he gave me and talked to Betty today (Wed. Jan. 20th). She claims to have cancelled my subscription, but said that there is no one who can cancel the charges for their "grace period" charges. So she would do nothing further. The reference number the first man, that I had talked with, gave me was 3016306.

Desired Settlement: A.) I would like them to please drop the charge for the papers they sent me through the grace period that I did not ask for, and make sure my subscription is canceled. B.) I hope they would reconsider their sly tactics. It might drive up their sales and help push up their numbers but In the long run it will only give them a bad reputation leaving those who were once customers with a sour taste of ever returning to their service. If you want to give people the option of a grace period in getting their bill paid, then give them that as an option they have to sign up for to start with. I'm sure they are smart enough to make that a very clear option for someone to click on just as they can make it hard to see or claim it was there when you automatically sign someone up for it. These kinds of desperate behaviors from both the magazine industry along with paper companies is only going to drive the younger generations (your future) further from you. It's like putting the nails in your own coffin.

Business Response:

I regret Mr. ***** did not see the terms and conditions at the time of subscribing as they are stated on each printed or digital sales piece that "the subscription will automatically renew at the end of the promotional period unless the customer provides notices of cancellation. "Mr. *****'s subscription was paid through until January 6, 2016 and delivery stopped when he contacted us on January 21, 2016 leaving a balance due of $11.18 for papers delivered and received.  Our intention is never to mislead or deliver a product to someone who does not wish to receive it. For this reason, the $11.18 will be removed from Mr. *****'s account and he will remain in good standing should he ever wish to re-subscribe. 

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. 

Regards,

****** *****

1/17/2016 Problems with Product/Service
12/26/2015 Problems with Product/Service | Complaint Details Unavailable
11/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a long time subscriber to the Journal Sentinel. Subscriptions are for 26 weeks at a time. During this past summer I had two occassions to put my paper on vacation hold for a total of 4 weeks (one for three weeks and one for one week). When I recieved my new subcription renewal there was no credit for the vacation holds. When I called the Journal Sentinel, I was told that since I still had access to the paper online no credit was issued. When I asked how to get credit for a vacation hold I was told that I needed to call the paper and speicifically ask for that credit. When I stated that I placed my hold via their online account manager it didn't notify me of that. I was told that there is a statement on the online service thast says credit will not be issued for holds. In fact that is correct. In the online account manager, after you select the name of the newspaper you are placing on hold (there is only on listed) a paragraph of information appears and at the end of that paragraph it says credit will not be issued for vactaion holds because I still have online access to the paper. Nothing is said about calling the paper for credit for vacation holds. I do not access the paper online and I never asked for that service. Previously when I used the online account manager for vacation holds, credit was given for stopping the paper. I called the paper and they offered 2 weeks credit not the 4 weeks requested.

Desired Settlement: There are two changes I want the paper to make. 1) I want 4 weeks credit. 2) I want them to change the online account manager to CLEARLY instruct how to suspened service AND how to get credit for the suspension.

Business Response:

Since 2012 subscription accounts remain active so subscribers are able to access digital content even when their print product is placed on temporary hold. As mentioned in the complaint, and shown on the attached document, this is clearly stated prior to submitting a temporary hold through the self service portal online. This information is also listed one every renewal invoice or sales piece since 2012. If you wish to permanently stop your account at any time, and then restart it at a later, you must call our customer care department. Any cancellation must be done through a live agent and can not be handled through the self service portal.  I understand this policy change was somehow overlooked and the customer care agent gave a one time credit of 2 weeks. I'll be happy to apply credit of 2 additional weeks. Your previous expiration date was 11/15/2015, your new date is 11/29/2015.

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 partially satisfactory.  They have provided full credit which was one of my requests.  but they said nothing about changing the way they notify subscribers about no credit for delivery holds.   The information provided by the Journal Sentinel does not instruct a customer on how to get credit for delivery holds.   Since I have now learned the procedure to obtaiin credit for delivery holds. Ipersonally have no further need to pursue my complaint but other subscribers are still dealing with a company that is not providing adequate notice on delvery holds.  


For me the dollar value of my complaint was the lesser of the two issues.   i have no standing regarding the remaining issue but would hope the BBB would continue encourage the Journal Sentinel to do a better job notifying subscribers on credit for delivery holds. 

Thank you for the good service you provide.

Regards,

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

10/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I move on 07/18/15, and I called the Milwaukee Journal earlier in the week to cancel the paper and give them my new address to receive by refund in the amount of $225.64. They told me it would be mailed in 7 to 10 business days. On 08/26/2015, I called them again to tell them I never received the refund and asked them to stop and reissue the check. I again confirmed my mailing address. I never received the reissued check by 10/14/2015, so I called them again. They said they would research to see if the check was cashed and would call me back. They also would not tell me how long it would take to research this, and they would not give me the phone number to that department to find out the timeframe. To this day, I have not received a courtesy call back. Nor have I received the check. I was their customer for 23 years, and the customer service is horrible

Desired Settlement: I would like my refund check in the amount of $255.64 overnighted to my address.

Business Response:

Regrettably the original refund was sent to the address in ********* ** and returned with no forwarding address on file. At the time of this complaint, the funds were still awaiting disbursement. A new refund has been issued and a refund check has been printed and sent via Fed Ex as of 10/27/2015 to the new address listed in this complaint. There is no excuse for the lack of follow up by the customer care agent after the call in August and will be addressed with the individual.  

 

Sincerely,

 

***** ****

k****@jrn.com

VP Circulation Audience & Customer Care

Business Response:

Hello,

The tracking number is ************ and is expected to arrive by noon today, 10/28/2015. If I can be of any further assistance, please feel free to contact me directly via email or phone for immediate assistance.

Warm 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. 

Regards,

****** ****

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

Complaint: We are a ***** ******* *********.  Our complaint is about
the Journal Media Group, *** * ***** **** ********* ** *****,
publishers of the Milwaukee Journal Sentinel newspaper.

In June, we queried Jim *******, **** ****** ****** at the Milwaukee 

Journal Sentinel, about sending one of our publications for consideration 

for review in that newspaper.  Mr. ******* returned an email dated June 23,
2015 which did not answer all of our questions.  In particular, he failed to 

answer our question in which we asked him to confirm the mailing address.  

We sent at least two more followup emails and he did not respond.  We think this is
the height of rudeness and inconsideration.

Online, we found that the website of MJS (*********************************************) gives its mailing address as “** *** *** ********* ** *****.”  We mailed the
book to Mr. ******* at that address.  Post office tracking now indicates that the 

book is being returned for “insufficient address”.  On further search we see that
before the PO Box number, if you want your item to actually reach MSJ, it is 

necessary to include the street address of 333 W. State St. 

We are irritated over the rudeness of Mr. ******* in repeatedly not responding 

to our emails and over the insouciance and indifference/negligence of Journal Media
Group for not publishing online a complete and sufficient address for MSJ.

The postage for this failed mailing cost us $3 and, disregarding our
wasted time and aggravation, we would regard it as a
fair settlement by Journal Media Group to mail us a check in that amount.
It should be made out to “***** ****** *******.”


****** *****

Desired Settlement: We don't want money from Mr. ******* or the Milwaukee Journal Sentinel.
We want the management of the publishing group to explain in writing to us
why they fail to publish a complete and sufficient mailing address.  

Business Response:

I regret any frustrating or lack of response received while communicating with our staff. While our physical street address is *** * ***** ******, our mailing address is ** *** ***. I am unable to provide a sufficient answer as to why the Post Office returned the item to the sender.  Items of all sizes are received daily addressed with only the mailing address of ** *** ***, ********* ** *****.

Regards,

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

Consumer Response: (a)  They did not apologize; (b) They have not adopted a policy of publicly
providing their complete address, with both PO box office and street
addresss; (c) they should offer to reimburse $3 we wasted on postage
trying to get a piece of mail to them.

9/15/2015 Delivery Issues | Complaint Details Unavailable
4/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Journal Sentinel on-line application for Android phone (digital version of the newspaper), has on a weekly basis denied access to content that I have paid for on a monthly basis. This is an on-going problem that JSOnline has been unable to resolve. Specifically, after reading several articles on-line (in the app), I am asked for my sign-on and password to continue reading, but I am already signed in. Further inputting my sign-on and password does not resolve the problem. So I can not continue to read articles that I have paid for. I have reported this problem and received assistance in the past (10-12 times), and the problem re-occurs weekly. This has been going on since October of 2014. JSOnline acknowledges this problem and is still unable to resolve it. After the first 4-5 instances, a partial credit on my monthly payment was provided, but that remedy is now being denied. The message is that there is no way to permanently solve the problem, so credits create great exposure for this company. This is a problem, as far as I know, that involves their Android application. We hae not had this problem with the iPad.

Desired Settlement: Resolve the problem permanently or provide a credit on my monthly payment

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

Please accept my apologies for the frustration you have encountered while attempting to view our product through your smartphone.  I understand you spoke with **** Johnson today and believe the issue has been resolved.  Additionally, we have issued credit in the amount of $79.95 or 3 months.  If you have any further concerns please don't hesitate to contact **** directly at ###-###-#### or myself at the contact information below. 
Thank you for being a loyal subscriber and allowing us the opportunity to resolve your concern. 
Regards,
***** ****
*************
###-###-####

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

Complaint: I had gaven them a credit card they decided not to use it but take funds out of an other account not authorized did not deliver the paper and when they did most of it was missing when I called they could only say oh we made a mistake taking money out of an account unauthorized

Desired Settlement: Make people aware of the fraud from the journal and take responsibility of their actions

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

I apologize for the error when applying payment. I have reviewed your account and see the initial payment was charged against a card that was on your account from a previous order. I regret this error occurred see we immediately refunded the money when we were notified of our mistake.  The representative you spoke with also issued $13.00 additional credit for the frustration and inconvenience.  This should not have happened and the procedure was reviewed with the customer care agent that made the error.  
If I can be of any further assistance, please don't hesitate to let me know.
Respectfully,
***** ****
** ***********
###-###-####
*************

2/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Harassing phone calls to my home telephone--During the month of January 2015, I have received numerous phone calls from Journal Sentinel Inc. These phone calls have numbered as many as five calls a day, oftentimes with no one answering on their end when I answered. I have kept a log of these phone calls: 1/15-11:15am, 12:13pm, 4:53pm, 5:51pm -- 1/16-10:23am, 11:05am, 12:14pm, 5:19pm -- 1/19-10:07am, 10:51am, 3:39pm, 3:52pm -- 1/21-9:57am, 11:24am, 4:25pm, 6:02pm -- 1/24-10:19am, 11am, 3:41pm, 4:03pm -- 1/26-11:45am, 12noon, 12:24pm. This is just a partial listing of all the phone calls they made to my home. This is completely uncalled for. Way too many phone calls, sometimes within minutes of each other. On one evening occasion, my daughter answered and told "*****" to stop calling. Unfortunately the phone calls began again the next morning. This is harassment. At no time did I give them permission to call me and call me this often. Many times they were not even on the line when the call was answered. The call came from the same phone number over and over. When voice contact was made, representative indicated this was to renew subscription to the Sunday edition of the Journal/Sentinel.

Desired Settlement: I would appreciate receiving an apology (and not by telephone). It would be nice to receive complimentary delivery of the paper for an extended time due to their harassment.

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

Please accept my apologizes for any aggravation we may have caused you or your family.  I've researched your concern and our records show we did attempt to reach you 22 times during the month of January with one contact made on January 27th at 11:14am.  The purpose of the call was to alert you of your upcoming renewal and ensure your delivery was not interrupted if you had wanted to continue.  If no contact is made, the phone number is put back into the "pool" and tried again.  I agree the repeated tries  when no contact is made are a bit extreme and I have adjusted parameters so a maximum number of tries is made in any given month.  This will avoid a situation like this from occurring again.  Your complaint mentioned you were called after speaking with someone and telling them no.  Our records do not show any additional calls after someone made contact on January 27.  If you records show otherwise and you are able to share the details with me, please do.  Or if perhaps, we dialed a different phone number, please share that as well.  I have removed this number (###-###-####) from all future calling campaigns..  
Your current subscription has expired on 12/24/2014 and you are currently in your grace period.   I'll go ahead and write of the balance on your account for delivery from 12/24/2014 through today for any aggravation we have caused (about 6 weeks worth of delivery). Should you wish to continue, your new subscription will begin 2/4/2015.
If you should have any questions,m 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 ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The business has indicated they are not interested in a successful resolution.  I do not believe they have changed their tactics for renewal contacts, as I continue to receive emails at my home email address, urging me to renew my subscription.

[Regards,

*** ********

 

 

Business Response: I had not previously taken action regarding emails to you but have done so based on your request here today.  Your email address has now been unsubscribed from our email marketing campaigns. The email address we have on file for you is ***********************.  If you are receiving any emails at another address please let me know so we can update our records accordingly.   Please be aware you will no longer receive any updates from Journal Sentinel regarding your account, *********, or future special offers. As mentioned previously, you will also no longer receive phone calls to renew or subscribe at the phone number ###-###-####. If you have any other telephone numbers you wish to add to add to the "Do Not Call List" that are in your name please let me know.   I have also taken steps to reduce future mailings via USPS to your home but I can not guarantee you will not receive a future mailing    I regret you are not satisfied with the outcome of this communication and ensure you will not receive future telephone solicitation calls or emails at the contacts listed above.

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

2/6/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We have re-newed our Sunday paper. Every Sunday I need to call and have it delivered unless the paper carrier will see me up. I have called and spoke now with 3 different people, today (1/20/15) I was told that the manager would be calling me back, as of 4:30 no phone call. This has been going on for years. The Journal was fast to take my money but will not give me the product.

Desired Settlement: To received the Sunday paper as well as a credit for the process of the delivery person.

Business Response: Dear Mrs. ****,

Please accept my apologizes for the repeated aggravation you have experienced. We have spoken to both the manager for this area and the carrier and believe we have found a resolution to the delivery issues you have been experiencing.  If you are not completely satisfied with your service after the next few weeks we'll refund your payment of $38.74 received on 12/16/2014 in full.   Although I'm confident this situation has been taken care of, please contact us at ###-###-#### to request a refund by 2/22/2015 if you are not completely satisfied.  We have also adjusted your account so you will not be charged for any delivery until this time (2/22/2015).  This means your 26 week subscription, should you continue,  will begin on 2/22/2015.
Thank you for your patience while worked through this situation and for your continued loyalty. 
Sincerely,
***** **** ************* ** *********** *** ******** ****
###-###-####

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

Complaint: over charges from July 2014 to Feb. 2015 advertised price is ,99 cent or $4.29. I emailed JS online and have not received any reply. I am pasting a copy of the email below. Dear Sirs, I am emailing about the charges on my credit card. This is what you have been charging us from July to now I would appreciate a refund for the over charges. I would expect a response soon. 12/12/14 JOURNAL PUB CIRCULATIO ###-###-#### WI $8.62 11/12/14 JOURNAL PUB CIRCULATIO ###-###-#### WI $8.62 10/12/14 JOURNAL PUB CIRCULATIO ###-###-#### WI $8.62 9/12/14 JOURNAL PUB CIRCULATIO ###-###-#### WI $8.62 08/12/14 JOURNAL PUB CIRCULATIO ###-###-#### WI $8.62 07/12/14 JOURNAL PUB CIRCULATIO ###-###-#### WI $8.62 06/12/14 JOURNAL PUB CIRCULATIO ###-###-#### WI $4.29 Thank you, ****** ****** *************** Thank you for your order! Subscription: Unlimited Digital Access Payment amount: $4.29 As a reminder, your subscription includes unlimited digital access to JSOnline.com, the Journal Sentinel e-Edition, smartphone and tablet apps Simply use your email address and password to log in. If you have any questions, please contact our Customer Care Department Email: ******************** Phone: ###-###-####

Desired Settlement: I wish to get a refund of $34.64 for the months of over charge, and to be charged the correct price of $4.29. Thank you for your help, ****** ****** Thank you for your order! Subscription: Unlimited Digital Access Payment amount: $4.29 As a reminder, your subscription includes unlimited digital access to JSOnline.com, the Journal Sentinel e-Edition, smartphone and tablet apps Simply use your email address and password to log in. If you have any questions, please contact our Customer Care Department Email: ******************** Phone: ###-###-####

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


I apologize you did not receive a response to your email regarding this inquiry.  I reviewed our records and show an inquiry from the email address *************** was sent on January 10, 2015 and was quarantined in our SPAM filter and therefore never delivered.  I am unable to retrieve the content of the message but assume this is the unanswered inquiry you are referring to. I also found correspondence between yourself and our customer care department in September 2014 from the same email address.  I do not have a reason as to why the message was flagged this time and not the previous communication.  The SPAM filter has certain criteria is uses to review each message before delivering. I regret it went unanswered.

Regarding your current billing concern, when you signed up for the digital only package in January 2014 this was a 6 month promotional rate of $4.29.month. After the 6 months, July 2014 in your case, the rate is adjusted to $8.62/month. This information was shown in step 3 at the time of sign up before completing the purchase.  I've attached a copy of the screens for your convenience. Our records show you were charged the new rate ($8.62) for 7 months (July through January). This is an increase of $4.33 ($8.62-$4.29). I regret there was any confusion during the sign up process and hope you feel the product and continued access to late breaking news anytime anywhere is well worth $1.99/week. I'll apply a credit of $15.16 to your credit card on file for 50% of the increase for these past 7 months. Additionally, I'll go ahead and give you the month of February completely free for any aggravation.  The total credit you will see applied to your card will be $23.78.  I hope you continue to enjoy your 24 access to JS Online, the e-Edition and all our smartphone and table apps.

If you have any questions please don't hesitate to contact 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,

 

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

 

I apologize that I did not see that portion, and If my message had gotten through that this would not have went to the BBB. 

 

12/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had a subscription with the Milwaukee Journal Sentinel while we lived at the noted address. Our subscription expired sometime towards the end of November. Since we were moving we did not pay to renew our subscription. We received a phone call asking us if we wanted to renew and I explained that we were moving and would not be renewing. She then went on to say that we owed $16 and some odd cents for papers delivered after our expiration date. At no time did we ever receive notification that they would continue to charge us after our subscription expired. Upon talking to a customer service representative, they tried to explain that when a subscription expires, they give a grace period of delivery to prevent disruption of service. NEVER was anything approved by us that we would continue to pay after our subscription had EXPIRED! They said that we were still receiving papers and we would be charged for them. We did note that we were receiving papers past our end date and were commenting that we had more credits from vacation holds than what we had thought. I have never heard of someone continuing to charge for a service past the agreed upon end date and charging without approval. I find this business practice to be extremely misleading, if not criminal. They are giving a service that is not approved by us and then expecting payment. Crooked!!

Desired Settlement: I expect to have our fee due of $16 dollars and whatever cents removed (I cant give the exact amount because I don't even know how or why they are charging us) and our balance due to them set at -0-. Of course I want to make sure that our "subscription" with them is terminated.

Business Response: Dear Mrs. ****,

I apologize if you did not realize your subscription continued past you the expiration date listed on your renewal invoice.  This information is listed on the each invoice and reminder you have received over the years and ensures if there is ever a delay in processing your payment your service is not interrupted. I've attached a copy of the current invoice here for your review showing the specific language. Please see the section at the bottom under Adjustments and policies. As you have been a subscriber for many years, please note the exact placement on the invoice has varied over the years.    This amount is not sent to any collection agency for collection but would be required to pay should you restart your subscription. I have removed the $16.73 currently on your account so there is no outstanding balance at this time. 
If you have any further questions please feel free to contact me directly anytime. Thank you for subscribing to the Journal Sentinel and good luck in your new home. 
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. 

Regards,

 

***** ****

 

 

 

10/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The Journal Sentinel advertises an online rate of $.99/week for online digital access - in digging through their website this appears to be the only price that is mentioned. But in a recent analysis of the bills I have received I noticed that I was being charged about double that amount. In contacting their online support, they informed me that my "introductory pricing" had expired. Nowhere in the agreement I signed, or on their website do they mention what the new rate is, or what the introductory period is. They did not inform me when they changed the billing rate, and their billing website doesn't provide a detailed billing history. I believe this is very deceptive - they changed the price of their product without providing any sort of notification whatsoever. I complained through e-mail to **************** and ******************** and did not receive a response from either account - once they understood I was displeased with their deceptive process they chose not to respond.

Desired Settlement: I want to be refunded the difference between the "introductory rate" and what I was billed for the months I was charged, and I want the Journal Sentinel to fix this problem for future customers by properly advertising the introductory rate vs. the long-term rate on their website.

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

I am sorry you feel we were deceptive in our pricing or that you were mislead. Additionally that no one had yet responded to your last email.  I have followed up and see the agent you were working with was awaiting for exact wording as to the language at the time of sign up.  She should have let you know she was still working on your concern.   At the time of your purchase in January, after you entered your personal and payment information there is a box you must check in order to proceed and complete your transaction.  Within the box it states "...$4.29/month is valid for the first 6 months. At the end of the promotional period, the standard rate of $8.62/month will apply. This rate will remain in effect until a price increase is communicated....."  I've also attached a screen shot of the page for your reference.  I understand you feel this was not clearly communicated to you and would be happy to refund you the difference since the promotional period expired through your last payment. Your promotional period ran from January 2014 through June 2014.  As of July 2014 you have been charged $8.62, an increase of $4.33/month.  This additional charge occurred for the month of July, August, September and October for a total of $17.32.  I'll go ahead and process the credit this credit to the card we currently have on file.  This credit of $17.32 will be applied to your account and you will not be charged again until sometime in January. At this time, the charge will remain $8.62 unless we have notified you otherwise.   If you wish to make any changes to your account, please contact us prior to then and your next charge. 
If I can be of any further assistance, please feel free to contact me directly at the email or phone number below. 
***** ****
** *********** * ******** ****
*************
###-###-####

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I am unsure that this addresses the problem for other users of their service, since the rate change is not clearly marked anywhere on their website - only once as part of the registration process, six months before the rate change takes effect.  But, my situation has been resolved and I accept their response.

Regards,

 

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

 

 

 

10/8/2014 Billing/Collection Issues | Complaint Details Unavailable
9/23/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for services to have the Sunday Jounral Sentinal delivered to my home, it seemed like a great offer/price for the Sunday paper. I was anticipating the delivery of the paper, and it never came!! Then I moved a few weeks after starting the subscription, I called to report the failure to deliver and that I was moving. They failed to deliver the paper still after ensuring i would have a paper delivered. They continued to take payments out of the checking account for almost a year, with no deliveries. I had called to cancel the subscription as well, but they only cancelled the subscription we had gotten for our parents house (which also never received a paper) and left our's active even though i asked them to discontinue both. So i spoke to them again they claim they would reimburse my money, first said they would put it back in the checking account, I informed them the account was closed so they would have to issue a check. They confirmed (after 4 phone calls this would be sent to me within 2 weeks) Now it's 3 weeks later and nothing. So I called today and, the customer service rep told me they won't be able to help me i would have to talk with the original customer service rep i talked to 3 weeks ago. and she is off today, but the supervisors are also unable to help me. HORRIBLE BUSINESS!!!

Desired Settlement: Send me my refund check immediately for $69.70. Or deposit it into my new checking account as the previous account is no longer active.

Business Response: I apologize for the poor experience you  encountered while contacting the Milwaukee Journal Sentinel. . As I explained while I briefly spoke on the phone to Mrs. ********** on 9/12/2014 our security procedure dictates the refund must be made back t the same method of payment as the purchase.  The representative you spoke with did attempt to bypass this process and issue  a paper check and was unsuccessful.  She should have contacted you and informed you of such. After your phone call on 9/10/2014 we attempted to reverse the refund to the credit credit and manually issue a refund check (overriding the system) and the bank did not allow us to do so.  Please contact your financial institution to collect the monies due.  If there are any questions one you do so, you may have a representative from your financial institution contact us and we can work directly with them to handle this situation as quickly as possible.  PLease accept my apologies for the added aggravation this had caused. 

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

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
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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
X

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,

 

***** ***

 

 

 


Customer Review(s)

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