Journal Star

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. There has been a significant improvement in the delivery & hope that it continues

Final Consumer Response /* (2000, 6, 2015/07/08) */
Papers have now been received

The customer was contacted this past weekend and delivery was madeA new carrier for the rural delivery area is being recruitedExpect service to improve

We have followed up with our sales contractor and did pull a recording of the callWe apologize for the inconvenience and have zeroed out any balance on the account

Confirmed with customer that service has improvedCustomer is receiving newspaper everyday on the porch

Initial Business Response /* (1000, 5, 2016/06/17) */
The balance due on the customer's account has been clearedCustomer should have received prior notification that the newspaper does not necessarily stop on expirationHowever, that notification was not included on subscriber's invoiceThe
account has a balance of zero now
Initial Consumer Rebuttal /* (2000, 7, 2016/06/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The claim that a subscription does not necessarily end when the customer stops paying is garbageThat would be like going to Pizza Hut, ordering your food, getting your bill, then have Pizza Hut keep bringing you pizzas and adding them to your bill despite the fact you did not order themThe Journal Star billing practices are shoddy at best and illegal at worst

I am rejecting this response because: I need more information on why the rates increased so rapidly from till I need to know the rates for each of those years and the various factors that caused the rate to increase so rapidly

The shortening of the expire date was due to the premium editions published monthlyCustomer's account will be restarted for August and their new expire date will be 12/10/

The customer has an active subscriptionThere is a new sign in process for users of the digital Journal StarAdditional information and instructions were emailed to customer on 5/12/

I am rejecting this response because:
Yes, I have received my paper for the last
two weeks. Yes, (I assume) my paper has been on time since it has been here when I have looked for it. (I have contacted them to make sure my paper is place where it has been in the past - on the hooks under my mailbox.) However, only two deliveries does not mean future deliveries will be the same. There is no guarantee this level of service will continue. My past experience with Journal Star indicates they will do fine for a while, but slip back into unresponsiveness to customer concerns of late/no deliveries or of following up with re-deliveries when promised. If this level of service continues (say for a period of two months with the paper placed where it normally should be) then I will consider accepting the Journal Star's response

Our delivery team has been verifying Mr***'s delivery the past few weeks to ensure timelinessA message was left following up on the delivery performance

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

Customer has been contacted by the delivery teamService has improved

Initial Business Response /* (1000, 5, 2015/06/30) */
The customer has been contacted by both myself and the distribution personnel. The paper has been placed inside the porch per the customer's request. Carrier will deliver the paper correctly moving forward.
Initial Consumer Rebuttal /*...

(2000, 7, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thay have been putting my paper in on my enclosed front porch .so I don't have to go up and down my steps to get it. I would like to thank Revdex.com for your help getting my problem solved.

Initial Business Response /* (1000, 10, 2015/12/28) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pjstar.com
Premium Editions contains special content that is generally not within the scope of regular newspaper information. Extra resources are required...

to put together these Premium Editions. The Premium Edition surcharge is clearly indicated on the invoice and notes that the expire date will accelerate. This is also stated in the newspaper on page A2 everyday. The premium editions are generally published once per month and twice in November. Topics for each premium edition are stated on the back of the customer's renewal notice as well.
We will credit Mr. [redacted] $42 for premium editions for the past year.

Initial Business Response /* (1000, 5, 2016/06/17) */
We have contacted the distribution team for resolution of the delivery issue. We do not provide credit and redelivery of a missed newspaper however. We are willing to credit customer for four weeks of Sunday delivery for any inconvenience the...

issue may have caused.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This does not guarantee there will not be future issues. I have complained numerous times in the past with no response. It is only after I filed this complaint with the Revdex.com that I finally received any action from PJ Star to rectify the situation. I am leaving this complaint open until I am satisfied that PJ Star will provide the service and product for which I am paying.

Initial Business Response /* (1000, 12, 2016/02/09) */
Please see the attached document. The document cites email correspondence with the customer. Customer acknowledges the one time credit she received on March 18, 2015. Also, customer does acknowledge notification on the invoice. The customer is...

opted out of TV Times. I will issue customer a $21 credit for the premium editions but cannot issue the full amount since customer was previously notified. :[redacted] Account.docx:
Initial Consumer Rebuttal /* (3000, 14, 2016/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent the business a copy of my e-mailed receipt that said my expiration date was 05/08/16. The e-mailed receipt did not say anything about "premium editions" or "TV Times." There was never any mention of TV Times with my 2015 correspondence, I did acknowledge the premium editions small print on the 2015 paper renewal, but when I renewed on-line, there was no mention of either "TV Times" or "premium editions" on my receipt. I do not understand why this company has done nothing to fix their apparently incorrect expiration dates being printed on receipts. Other businesses that run on subscription give either exact expiration dates or exact number of issues to be received. There is no advantage in a "year's" subscription, when a company randomly decides to end the year whenever they feel like it, hence I will not be subscribing again.

The subscription was shortened due to the premium editions. The premium editions are published once per month and customer's expiration dates were shortened due to the premium edition charges. This was stated on subscriber invoices. We have ceased the surcharge program in 2017. We will restart the...

customer's account and issue credit to reflect the customer's stated expire date. Newspaper delivery should restart by November 4th.

Initial Business Response /* (1000, 5, 2015/11/02) */
Refund was processed on 10/23 and generally takes about 14 days. Refund should be received the week of November 2nd.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)

Customer was contacted by delivery team. Delivery has improved. New delivery person on route.