San Francisco Chronicle

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ Contact Name and Title: J [redacted] SFChronicle.c Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @sfchronicle.com The following letter was mailed via USPS today, with a copy emailed to [redacted] @yahoo.com September 29, Mr [redacted] XXXXX-XXXX Dear Mr [redacted] , Your complaint to the Revdex.com was forwarded to me for folland resolutionPlease accept my apologies for the unacceptable level of service you have experiencedI am also sending this information to the email address we have on file I have spoken with [redacted] ***, the East Bay Delivery Supervisor and he confirmed that he has already talked to the delivery service provider about your poor deliveryHe has advised the delivery service provider that this problem needs to be resolved immediatelyI have also alerted [redacted] ***, the Regional Manager in charge of San Francisco and the East Bay home delivery about this so that she can monitor the situationSomeone from my office will contact you on Sunday to confirm that the paper has been delivered Since your service has been so unsatisfactory, I have cleared all charges so far and will start your subscription over, PLUS add weeks at no chargeI want to demonstrated that we can provide consistent delivery to youI'm just sorry that you've had to spend so much of your time on this I do appreciate you bringing this to our attention and I apologize for the lack of response for so longIf you have any questions or need additional information, please do not hesitate to contact me Sincerely, [redacted] Customer Service Manager [redacted] @sfchronicle.com XXX-XXX-XXXX Follow the Chronicle on Twitter: [redacted] Follow Customer Service online: [redacted] Manage your subscription online: https:// [redacted] cc: Revdex.com Complaint No XXXXXXXX

Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ Contact Name and Title: [redacted] , CS Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @sfchronicle.com The following letter was sent to the complainant today: August 5, Mr [redacted] Avenue, *** ! [redacted] XXXXX-XXXX Dear Mr [redacted] , I received your Revdex.com Complaint #XXXXXXXX regarding the San Francisco Chronicle subscriptionI apologize for any inconvenience caused by the automatic renewal of the subscription I have cleared the outstanding balance and assure you that no collection action will be takenThe sales vendors who sell subscriptions on behalf of the San Francisco are supposed to provide a receipt whenever they accept subscription paymentsThose receipts detail the terms and conditions of the subscriptions and are clearly stamped that donations are not acceptedHowever, occasionally some of the representatives don't follow the proceduresOur customer service has a standard process for dealing with these types of complaints including filing a complaint against the vendor who sold that offerI reviewed your account record but don't see any notes regarding that so I will do that now Thank you for taking the time to report this issueIf you have any questions or need more information, please let me know Sincerely, [redacted] Customer Service Manager Circulation [redacted] @sfchronicle.com XXX-XXX-XXXX cc: Revdex.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/11/12) */ Contact Name and Title: [redacted] , CS Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @sfchronicle.com This email was sent to the complainant today: Hello Ms [redacted] , Your Revdex.com complaint was forwarded to me for resolutionPlease accept my apology for the unacceptable level of service! [redacted] , the Home Delivery Supervisor in charge of this area confirmed that he spoke to you and assured you that this would be taken care of this SundaySomeone from my office will check with you by email on Sunday morning to confirm that the paper has been deliveredIf you would prefer that they call you, please let me know Because the level of service has been so poor, I have made sure that you have not been charged for any of the deliveries so farThat means that your new expiration date is now 11/19/ I'm sorry that this problem was not resolved sooner and I appreciate you taking the time to report itIf you have any questions or I can provide any additional assistance, please let me know Sincerely, [redacted] Customer Service Manager [redacted] @sfchronicle.com XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2015/06/15) */
The following response was sent to the complainant today:
From: ***, ***
Sent: Monday, June 15, XXXX X:XX PM
To: '***@gmail.com'
Subject: Revdex.com complaint XXXXXXXX
Dear Ms***,
I apologize for this fraudulent
orderI have cleared the balance and will notify all of our retention vendors to cease any activity on this account
This order was started for delivery to *** *** *** Lane, *** *** *** ** XXXXX back in We will take the appropriate action
with the sales vendor who submitted this orderI will also research to see who contacted you a few weeks back to find out why the balance
was not cleared at that time
I'm sorry that this happened but I appreciate you bringing it to our attentionIf you have any questions or need more information, please let
me know
Sincerely,
*** ***
Customer Service Manager
***@sfchronicle.com
XXX-XXX-XXXX
Follow the Chronicle on Twitter: @sfchronicle, @sfgate
Follow Customer Service online: sfcsubserv.tumblr.com, @sfcsubserv
Manage your subscription online: https://myaccount.sfchronicle.com
Initial Consumer Rebuttal /* (2000, 7, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for resolvingYou might want to be aware that a teenage boy at *** was soliciting donations involving deliveries of the SF Chronicle newspaper to his schoolI recall making a donation for his effort, and suspect that this is how the donation turned into a falsely created order

Initial Business Response /* (1000, 16, 2015/09/30) */
The following letter was sent to the complainant today
September 29,
Mr*** ***
*** *** Street, Apt **
*** *** ** XXXXX-XXXX
Dear Mr***,
I apologize for the delayed response to your RevDex.com complaint
I also apologize for any confusion over our renewal policiesAll subscriptions automatically renew, as noted on all of our renewal statementsThe renewal that you received stating that delivery would stop by June 28th was actually indicating that service would stop for non-payment if a payment wasn't received
I have cleared the outstanding balance from your former subscriptionI see that you have started a new Sunday Only Subscription that was scheduled to begin on September Please let me know if you have had any missed deliveries since that dateI can add delivery instructions if that will assist the carrier in his deliveryIs the carrier able to get inside your apartment building or are the papers left outside? If the carrier is not able to have access to the building to deliver to your apartment door, I can request that the paper be labeled
I'm sorry for the problems you have experiencedIf you have any questions or I can provide assistance with any Chronicle related issues, please do not hesitate to contact me
Sincerely,
*** ***
Customer Service Manager
***@sfchronicle.com
XXX-XXX-XXXX
Follow the Chronicle on Twitter: @sfchronicle, @sfgate
Follow Customer Service online: sfcsubserv.tumblr.com, @sfcsubserv
Manage your subscription online: https://myaccount.sfchronicle.com
Initial Consumer Rebuttal /* (2000, 18, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do disagree with the renewal processOn any renewal notice I've received never had the auto renewal statementI only renewed as I was given a groupon for the chronicleThe groupon is for a specific time so I am concerned if it will auto renewal without my specific actions to cancel the subscription

Initial Business Response /* (1000, 5, 2016/03/28) */
The following response was sent to Mr. [redacted] today.
Hello Mr. [redacted],
Your complaint was forwarded to me for follow up and resolution. I apologize for the unacceptable level of service we have provided.
I have already contacted...

[redacted] the Delivery Supervisor who oversees Novato, and asked him to work with the delivery service provider
to get this corrected immediately. My expectation is that the carrier will start delivering the paper to the door instead of to the carport
tomorrow morning. If that does not happen, please let me know.
I have credited your mother's account for one month of delivery at no charge. This credit is in addition to all of the credits that were applied
to your account for the missed papers. However, I do realize that there is no adequate compensation for the inconvenience you and your
mother experienced as a result of this problem.
I'm sorry for the time that you spent trying to get this problem resolved and I'm particularly sorry for our lack of response. I will be monitoring
this situation going forward but please let me know if you do not see immediate improvement.
Thank you for continuing to subscribe.
Sincerely,
[redacted]
Customer Service Manager
[redacted]@sfchronicle.com
XXX-XXX-XXXX

Initial Consumer Rebuttal /* (2000, 7, 2016/04/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/12) */
Contact Name and Title: [redacted], CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sfchronicle.com
This email was sent to the complainant today: Hello Ms. [redacted],
Your Revdex.com complaint was forwarded...

to me for resolution. Please accept my apology for the
unacceptable level of service!
[redacted], the Home Delivery Supervisor in charge of this area confirmed that he spoke to you and assured
you that this would be taken care of this Sunday. Someone from my office will check with you by email on
Sunday morning to confirm that the paper has been delivered. If you would prefer that they call you, please
let me know.
Because the level of service has been so poor, I have made sure that you have not been charged for any of the
15 deliveries so far. That means that your new expiration date is now 11/19/16.
I'm sorry that this problem was not resolved sooner and I appreciate you taking the time to report it. If you
have any questions or I can provide any additional assistance, please let me know.
Sincerely,
[redacted]
Customer Service Manager
[redacted]@sfchronicle.com
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2015/08/05) */
Contact Name and Title: [redacted], CS Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sfchronicle.com
The following letter was sent to the complainant today: August 5, 2015
Mr. [redacted] Avenue, [redacted]...

!
[redacted] XXXXX-XXXX
Dear Mr. [redacted],
I received your Revdex.com Complaint #XXXXXXXX regarding the
San Francisco Chronicle subscription. I apologize for any inconvenience caused
by the automatic renewal of the subscription.
I have cleared the outstanding balance and assure you that no collection action will
be taken. The sales vendors who sell subscriptions on behalf of the San Francisco
are supposed to provide a receipt whenever they accept subscription payments. Those
receipts detail the terms and conditions of the subscriptions and are clearly stamped
that donations are not accepted. However, occasionally some of the representatives
don't follow the procedures. Our customer service has a standard process for dealing
with these types of complaints including filing a complaint against the vendor who sold
that offer. I reviewed your account record but don't see any notes regarding that so
I will do that now.
Thank you for taking the time to report this issue. If you have any questions or need
more information, please let me know.
Sincerely,
[redacted]
Customer Service Manager
Circulation
[redacted]@sfchronicle.com
XXX-XXX-XXXX
cc: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/12/29) */
Contact Name and Title: J. [redacted], CS Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sfchronicle.com
The following letter was sent to the complainant today: December 29, 2016
Ms. [redacted] Avenue
[redacted]...

** XXXXX-XXXX
RE: Revdex.com Complaint File No XXXXXXXX
Dear Ms. [redacted],
Your Revdex.com complaint was forwarded to me for follow-up and response. I apologize for the problems with your subscription.
I have reviewed your account history and unfortunately, cannot find a record of another active account in your name or at your address with recent credit card payments. There is an very old account in the name of M. [redacted] that has the same address as yours but that was stopped in 2011. That account was paid by credit card but the last payment on the account was made on 12/14/2010.
The most recent account, no. XXXXXXXX, was last paid by credit card on October 16, 2012. Since then, all payments for that account have been made by check. The last payment on that account was a check payment for 13 weeks of delivery that was posted on October 1, 2015. That payment paid for delivery through 11/29/15. I have canceled that account as you requested and cleared all charges after that date.
If you have a record of any recent credit card payments made in 2015, I can research them further if you provide a copy of the credit card statement showing the charge made by the San Francisco Chronicle. I would also need the first 4 digits and last 4 digits, along with the expiration date of that card.
I'm sorry about this situation! If you would like to discuss it in person, please don't hesitate to contact me directly by phone at XXX-XXX-XXXX or by email at [redacted]@sfchronicle.com.
Thank you for bringing this problem to my attention.
Sincerely,
[redacted]
Customer Service Manager
Circulation/Customer Service
[redacted]@sfchronicle.com
XXX-XXX-XXXX
cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/09/29) */
Contact Name and Title: J. [redacted] SFChronicle.c
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sfchronicle.com
The following letter was mailed via USPS today, with a copy emailed to [redacted]@yahoo.com
September 29, 2015
Mr....

[redacted] XXXXX-XXXX
Dear Mr. [redacted],
Your complaint to the Revdex.com was forwarded to me for follow-up and resolution. Please accept my apologies for the unacceptable level of service you have experienced. I am also sending this information to the email address we have on file.
I have spoken with [redacted], the East Bay Delivery Supervisor and he confirmed that he has already talked to the delivery service provider about your poor delivery. He has advised the delivery service provider that this problem needs to be resolved immediately. I have also alerted [redacted], the Regional Manager in charge of San Francisco and the East Bay home delivery about this so that she can monitor the situation. Someone from my office will contact you on Sunday to confirm that the paper has been delivered.
Since your service has been so unsatisfactory, I have cleared all charges so far and will start your subscription over, PLUS add 4 weeks at no charge. I want to demonstrated that we can provide consistent delivery to you. I'm just sorry that you've had to spend so much of your time on this.
I do appreciate you bringing this to our attention and I apologize for the lack of response for so long. If you have any questions or need additional information, please do not hesitate to contact me.
Sincerely,
[redacted]
Customer Service Manager
[redacted]@sfchronicle.com
XXX-XXX-XXXX

Follow the Chronicle on Twitter: [redacted]
Follow Customer Service online: [redacted]
Manage your subscription online: https://[redacted]
cc: Revdex.com Complaint No XXXXXXXX