On February a Sunday sample paper was started Prior to that a post card was sent to notify that the sample would be starting The sample paper has been stopped and the address has been coded to receive no more samples or deliveries
Initial Business Response / [redacted] (1000, 5, 2015/06/19) */ A subscription in the name of [redacted] (account [redacted] ) was started 11/30/for the Sunday only at a cost of $for weeks of serviceSince the subscription was not cancelled by the customer it continued at the same rateIn February that service was upgraded (at no additional cost) to a Wednesday, Thursday and SundayOn May 28, the subscription was still active and the rate increased to full priceThe only payment received was the original $for weeks At this time there is a new paid subscription at this address for a Wednesday, Thursday and Sunday paper Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] died on April 1, Here's the obituary from your newspaper: http://www.legacy.com/obituaries/twincities/obituary.aspx?pid= The paper was not delivered on 11/It began on 12/(week1)March was Week There were a few other failed Sunday deliveries but I have lost track of them May would have been the 13th week of the second cycle, had you used the auto recurring payment system that was set upThere was no way that I was in arrears for $for an additional weeks, as your caller indicated I contacted Wells Fargo who did an investigation and found that the PP never requested payment for the 2nd cycleThe auto-recurring payment system was set up and operational according to Wells FargoThe investigator said that it appeared to be a problem on your end It is unconscionable that you would then start harassing me for $to cover past due subscriptions, as your caller demanded In one day alone, I received calls from the PP demanding payment I spoke to a retention specialist on Thursday and decided to stop the harassment by paying off the past bill at the rate she gave me and extending the subscription on a one-time offerOnce that is over, I do not intend to subscribe again If you google Pioneer Press complaints, you will find other complaints similar to my ownIt seems that you need to address your auto-recurring system, and then stop treating customers like deadbeats who intended to be good customers and set up payment accordinglyOne of your people even hung up on me when I tried to explain that I had auto-recurring pay in operation Final Business Response / [redacted] (4000, 15, 2015/08/03) */ I apologize for all the confusion on this account and I will investigate what happened with the auto pay, it looks like it wasn't set up properlyI'm happy that you are still reading the PPPlease let us know if you need any changes made to your account
I will speak with the operations manager regarding the placement of your newspaper Our standard of delivery is to the driveway/or lobby of a building but exceptions have been made and it sounds like there has been an exception made for youI apologize for any frustration this has caused
Our records indicate that this subscription stopped on October 15, and there has been no starts for this address I will send a reminder to the carrier that this address is not active and they should not be delivering here ( [redacted] *) As we do not have a subscription set up at this address there is no charge for papers delivered by the carrier I apologize for the confusion
Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ I sent an email to the man in charge of the Newport area telling him that you have been missed for several SundaysI asked him to speak to whomever is delivering and to check on the delivery until he is confident that the issue has been resolvedThank you for your patience Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the responseI can provide pictures of both houses if that would be of assistance Final Consumer Response / [redacted] (2000, 29, 2015/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have now received the paper two weeks in a rowI believe I am the only house on the property now receiving the paper as the other tenant movedLet's keep up the good work Final Business Response / [redacted] (1000, 27, 2015/12/08) */ I understand this may be confusing for the carrier to find the location but I have recommended that the distributor check out the address in the light of dayI also sent you directions and told him if he still has a problem finding the address that a call to you should be madeThis will get resolved
A customer service representative put your paper on vacation hold from July - July 9, if this is an error I am sorry I show the start date of 6/and other than the vacation hold I don't see any missed paper or service issues communicated to us To gain access to our online version of the Pioneer Press please go to Twincities.com/Subscriptions
We can still deliver the complete Wednesday, Thursday, Friday and Sunday newspapers to you at a cost of $per week Those days are no longer available for the special reduced rate from the past I apologize for any confusion this change may have caused
Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ This agent responsible for this area has been notified that the paper must be delivered to the doorThis new agency's service did not include door delivery, but they have agreed to honor these requests for the PP and we will hold them to that standardPlease keep us informed if need be Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is good in theory, but the follow-through is lackingKeeping in mind that we receive the Pioneer Press W/Th/F and Sunday, the first days delivery of the paper (post Revdex.com.org intervention) is running at a 33% acceptable rate: Fri 11/- Delivery to door...Perfect! Sun 11/- No paper delivered, called number to requestSpoke with Cassandra, paper was delivered later in the dayNot ok Wed 11/- Rainy day, wet/rained on bag was left on drivewayNot ok Obviously the delivery issues are not yet addressed and I'd request that you leave this complaint open Thank you Final Business Response / [redacted] (1000, 12, 2015/12/08) */ I apologize for the poor service you have receivedI will reach out to the new distributor to ensure that he has received the message and will follow through with your placement request of the Pioneer Press paper be delivered to the door, not left at the end of the driveway Final Consumer Response / [redacted] (2000, 29, 2016/01/25) */ The delivery issue is not fully resolved so I'd like to keep this case open The case was initially closed on 12-18-as the Pioneer Press was making a concerted effort on the issueUnfortunately, 12-18-also ended up being the last day of that winning streakAll papers delivered after that date were tossed on the end of the drivewayI didn't call/email the Pioneer Press during Christmas week but started up again the following week, calling or emailing each delivery dayPhone messages were left with Cassandra [redacted] at the Call Center ( [redacted] ), emails went to the generic Customer Service addressAttempts were also made to call Shannon (per her earlier request) at the Delivery Hub/JPM ( [redacted] ) but her mailbox was full so it was not possible to leave messagesLong story short was that each delivery day I called/emailed, but that action had absolutely no impact on the delivery issue The Revdex.com case was reopened at my request on 01-07-That date marked a turning point, with most deliveries after that making it to the front doorAs of today, 01-22-16, they're 7/so they're getting it right three-quarters of the timeOn the days when the paper was thrown on the drive, I emailed the Pioneer Press Customer Support so they'd knowEveryone is very pleasant and I appreciate that, but wonder why it seemingly takes an open Revdex.com case to establish a connection between Customer Support and the Delivery contractor for the St Paul Pioneer Press? It makes no sense
I am sorry for the missing Sunday newspapers, I will be sure the appropriate credit has been applied I also sent an email to the Agent and his managers for assistance in resolving the issue immediately
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I accept this with the provision service improves If not, I will just discontinue my subscription
I am sorry for the difficulties you encountered in cancelling your subscription Invoices do not come to customer service, they are sent to a payment center so that message did not get through to us I put a stop on the account effective immediately There is a balance due of $of which I will cover the past month of unsuccessful attempt to contact us via email and voicemail
I have removed that past due balance and per the customers request have added them to our do not call, do not mail and do not sample lists Please let me know if further assistance is needed
I am rejecting this response because: I started cancelling prior to July The July cancellation was the third attempt to cancel I had written a letter on the bill that came prior to that as well as called customer service two times It is Twin Cities Pioneer Press fault in refusing to allow me to cancel! I will never pay I have perfect credit I will let this stay out there That is how strongly I feel victimized by Twin Cities Pioneer Press!
Initial Business Response / [redacted] (1000, 5, 2015/09/04) */ Our records match yoursThe stop was called in on 6/22/but did not take effect until 6/28/The charge occurred on 6/25/At the time of the request for the stop the credit card should have been stopped, which was not doneThe CSR has been counseled about this failureThe amount of the charge was put back on the credit card July I do apologize on behalf of the Pioneer Press for this error
This address is coded in our system not to accept any starts any longer No sample papers or sales should go to your address again I apologize for the error with the starts in the past
Initial Business Response / [redacted] (1000, 10, 2015/10/07) */ I am sorry for the confusion with your newspaper accountI have extended your subscription to December 26, and can confirm the missing papers that were entered via the web were creditedI trust that your newspaper service has improved as I have notified the district manager of the missing and/or late newspapers Thanks for reading the Pioneer Press Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) While my service has improved and my account was appropriately extended, there are still some questions left unresolvedI have asked why the date randomly changesYou deduct for holiday delivery, but not consistentlySometimes several weeks are deducted after one holiday delivery, and sometimes as little as one dayA weekday paper is cents and a Sunday paper is $Therefore a holiday delivery should count as an extra day, not several, or several weeksAlso I have asked why I cannot prepay for an entire day subscription that would include Sundays and holidays, so that I do not have to constantly monitor and question my accountWhy not address these issues and focus on delivering to the customer what they have requested and paid for? I don't think you are really addressing what the problems are Final Business Response / [redacted] (1000, 21, 2015/11/13) */ Holiday and bonus day newspaper are charged at the rate you pay for a Sunday paper that reduces the expire dateAlso a factor that can affect the expire date is if we have a rate increase during the term of your subscription your expire date with decreaseIf we could guarantee that the rate would stay the same throughout the year we could charge you one rate for days unfortunately we have no way of knowing what the year may bringI hope this helps to clarify Final Consumer Response / [redacted] (3000, 23, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your response floors meNot only does it not address my concerns in any way shape or form, it is simply ridiculousI know that a holiday delivery costs the same as a Sunday paper, I already acknowledged that earlierI ask yet again, why does the end date of the subscription RAMDOMLY change after a holiday rather than consistently each time? I checked my subscription a few days agodays were subtracted at random since the last contact with youWhy? There was no holiday during that period, yet you reduced it anywayAlso you state that subscription rates change during the yearOk, so what? YOU CANNOT CHANGE THE RATE OF A PREPAID SUBSCRIPTION! That is why they are called PREPAID!! You also say that there is nothing you can doThere is ALWAYS something a business can doHere is the answer, plain and simpleOffer the subscriber a day subscription that will include holiday delivery for the price it will cost, bill them for it, and deliver the paper for the entire length of the subscriptionNo suprises, no ripoffsVery, very simpleMaybe you could give it a try rather than making very poor excuses, trying to get away with theft and not providing any form of customer service
On February a Sunday sample paper was started Prior to that a post card was sent to notify that the sample would be starting The sample paper has been stopped and the address has been coded to receive no more samples or deliveries
Initial Business Response / [redacted] (1000, 5, 2015/06/19) */ A subscription in the name of [redacted] (account [redacted] ) was started 11/30/for the Sunday only at a cost of $for weeks of serviceSince the subscription was not cancelled by the customer it continued at the same rateIn February that service was upgraded (at no additional cost) to a Wednesday, Thursday and SundayOn May 28, the subscription was still active and the rate increased to full priceThe only payment received was the original $for weeks At this time there is a new paid subscription at this address for a Wednesday, Thursday and Sunday paper Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] died on April 1, Here's the obituary from your newspaper: http://www.legacy.com/obituaries/twincities/obituary.aspx?pid= The paper was not delivered on 11/It began on 12/(week1)March was Week There were a few other failed Sunday deliveries but I have lost track of them May would have been the 13th week of the second cycle, had you used the auto recurring payment system that was set upThere was no way that I was in arrears for $for an additional weeks, as your caller indicated I contacted Wells Fargo who did an investigation and found that the PP never requested payment for the 2nd cycleThe auto-recurring payment system was set up and operational according to Wells FargoThe investigator said that it appeared to be a problem on your end It is unconscionable that you would then start harassing me for $to cover past due subscriptions, as your caller demanded In one day alone, I received calls from the PP demanding payment I spoke to a retention specialist on Thursday and decided to stop the harassment by paying off the past bill at the rate she gave me and extending the subscription on a one-time offerOnce that is over, I do not intend to subscribe again If you google Pioneer Press complaints, you will find other complaints similar to my ownIt seems that you need to address your auto-recurring system, and then stop treating customers like deadbeats who intended to be good customers and set up payment accordinglyOne of your people even hung up on me when I tried to explain that I had auto-recurring pay in operation Final Business Response / [redacted] (4000, 15, 2015/08/03) */ I apologize for all the confusion on this account and I will investigate what happened with the auto pay, it looks like it wasn't set up properlyI'm happy that you are still reading the PPPlease let us know if you need any changes made to your account
I will speak with the operations manager regarding the placement of your newspaper Our standard of delivery is to the driveway/or lobby of a building but exceptions have been made and it sounds like there has been an exception made for youI apologize for any frustration this has caused
I added notes to this address that state "no sample papers here ever" Please contact me if you experience any re-occurrence, ###-###-####, Sharon
Our records indicate that this subscription stopped on October 15, and there has been no starts for this address I will send a reminder to the carrier that this address is not active and they should not be delivering here ( [redacted] *) As we do not have a subscription set up at this address there is no charge for papers delivered by the carrier I apologize for the confusion
Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ I sent an email to the man in charge of the Newport area telling him that you have been missed for several SundaysI asked him to speak to whomever is delivering and to check on the delivery until he is confident that the issue has been resolvedThank you for your patience Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the responseI can provide pictures of both houses if that would be of assistance Final Consumer Response / [redacted] (2000, 29, 2015/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have now received the paper two weeks in a rowI believe I am the only house on the property now receiving the paper as the other tenant movedLet's keep up the good work Final Business Response / [redacted] (1000, 27, 2015/12/08) */ I understand this may be confusing for the carrier to find the location but I have recommended that the distributor check out the address in the light of dayI also sent you directions and told him if he still has a problem finding the address that a call to you should be madeThis will get resolved
A customer service representative put your paper on vacation hold from July - July 9, if this is an error I am sorry I show the start date of 6/and other than the vacation hold I don't see any missed paper or service issues communicated to us To gain access to our online version of the Pioneer Press please go to Twincities.com/Subscriptions
I apologize for the late billing and I have deleted that balance This account is stopped and noted per instructions for no more contact:
We can still deliver the complete Wednesday, Thursday, Friday and Sunday newspapers to you at a cost of $per week Those days are no longer available for the special reduced rate from the past I apologize for any confusion this change may have caused
Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ This agent responsible for this area has been notified that the paper must be delivered to the doorThis new agency's service did not include door delivery, but they have agreed to honor these requests for the PP and we will hold them to that standardPlease keep us informed if need be Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is good in theory, but the follow-through is lackingKeeping in mind that we receive the Pioneer Press W/Th/F and Sunday, the first days delivery of the paper (post Revdex.com.org intervention) is running at a 33% acceptable rate: Fri 11/- Delivery to door...Perfect! Sun 11/- No paper delivered, called number to requestSpoke with Cassandra, paper was delivered later in the dayNot ok Wed 11/- Rainy day, wet/rained on bag was left on drivewayNot ok Obviously the delivery issues are not yet addressed and I'd request that you leave this complaint open Thank you Final Business Response / [redacted] (1000, 12, 2015/12/08) */ I apologize for the poor service you have receivedI will reach out to the new distributor to ensure that he has received the message and will follow through with your placement request of the Pioneer Press paper be delivered to the door, not left at the end of the driveway Final Consumer Response / [redacted] (2000, 29, 2016/01/25) */ The delivery issue is not fully resolved so I'd like to keep this case open The case was initially closed on 12-18-as the Pioneer Press was making a concerted effort on the issueUnfortunately, 12-18-also ended up being the last day of that winning streakAll papers delivered after that date were tossed on the end of the drivewayI didn't call/email the Pioneer Press during Christmas week but started up again the following week, calling or emailing each delivery dayPhone messages were left with Cassandra [redacted] at the Call Center ( [redacted] ), emails went to the generic Customer Service addressAttempts were also made to call Shannon (per her earlier request) at the Delivery Hub/JPM ( [redacted] ) but her mailbox was full so it was not possible to leave messagesLong story short was that each delivery day I called/emailed, but that action had absolutely no impact on the delivery issue The Revdex.com case was reopened at my request on 01-07-That date marked a turning point, with most deliveries after that making it to the front doorAs of today, 01-22-16, they're 7/so they're getting it right three-quarters of the timeOn the days when the paper was thrown on the drive, I emailed the Pioneer Press Customer Support so they'd knowEveryone is very pleasant and I appreciate that, but wonder why it seemingly takes an open Revdex.com case to establish a connection between Customer Support and the Delivery contractor for the St Paul Pioneer Press? It makes no sense
I am sorry for the missing Sunday newspapers, I will be sure the appropriate credit has been applied I also sent an email to the Agent and his managers for assistance in resolving the issue immediately
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I accept this with the provision service improves If not, I will just discontinue my subscription
I am sorry for the difficulties you encountered in cancelling your subscription Invoices do not come to customer service, they are sent to a payment center so that message did not get through to us I put a stop on the account effective immediately There is a balance due of $of which I will cover the past month of unsuccessful attempt to contact us via email and voicemail
I have removed that past due balance and per the customers request have added them to our do not call, do not mail and do not sample lists Please let me know if further assistance is needed
I am rejecting this response because: I started cancelling prior to July The July cancellation was the third attempt to cancel I had written a letter on the bill that came prior to that as well as called customer service two times It is Twin Cities Pioneer Press fault in refusing to allow me to cancel! I will never pay I have perfect credit I will let this stay out there That is how strongly I feel victimized by Twin Cities Pioneer Press!
Initial Business Response / [redacted] (1000, 5, 2015/09/04) */ Our records match yoursThe stop was called in on 6/22/but did not take effect until 6/28/The charge occurred on 6/25/At the time of the request for the stop the credit card should have been stopped, which was not doneThe CSR has been counseled about this failureThe amount of the charge was put back on the credit card July I do apologize on behalf of the Pioneer Press for this error
This address is coded in our system not to accept any starts any longer No sample papers or sales should go to your address again I apologize for the error with the starts in the past
I am rejecting this response because:I also need to be credited for missing papers for a month and a halfday delivery
Initial Business Response / [redacted] (1000, 10, 2015/10/07) */ I am sorry for the confusion with your newspaper accountI have extended your subscription to December 26, and can confirm the missing papers that were entered via the web were creditedI trust that your newspaper service has improved as I have notified the district manager of the missing and/or late newspapers Thanks for reading the Pioneer Press Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) While my service has improved and my account was appropriately extended, there are still some questions left unresolvedI have asked why the date randomly changesYou deduct for holiday delivery, but not consistentlySometimes several weeks are deducted after one holiday delivery, and sometimes as little as one dayA weekday paper is cents and a Sunday paper is $Therefore a holiday delivery should count as an extra day, not several, or several weeksAlso I have asked why I cannot prepay for an entire day subscription that would include Sundays and holidays, so that I do not have to constantly monitor and question my accountWhy not address these issues and focus on delivering to the customer what they have requested and paid for? I don't think you are really addressing what the problems are Final Business Response / [redacted] (1000, 21, 2015/11/13) */ Holiday and bonus day newspaper are charged at the rate you pay for a Sunday paper that reduces the expire dateAlso a factor that can affect the expire date is if we have a rate increase during the term of your subscription your expire date with decreaseIf we could guarantee that the rate would stay the same throughout the year we could charge you one rate for days unfortunately we have no way of knowing what the year may bringI hope this helps to clarify Final Consumer Response / [redacted] (3000, 23, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your response floors meNot only does it not address my concerns in any way shape or form, it is simply ridiculousI know that a holiday delivery costs the same as a Sunday paper, I already acknowledged that earlierI ask yet again, why does the end date of the subscription RAMDOMLY change after a holiday rather than consistently each time? I checked my subscription a few days agodays were subtracted at random since the last contact with youWhy? There was no holiday during that period, yet you reduced it anywayAlso you state that subscription rates change during the yearOk, so what? YOU CANNOT CHANGE THE RATE OF A PREPAID SUBSCRIPTION! That is why they are called PREPAID!! You also say that there is nothing you can doThere is ALWAYS something a business can doHere is the answer, plain and simpleOffer the subscriber a day subscription that will include holiday delivery for the price it will cost, bill them for it, and deliver the paper for the entire length of the subscriptionNo suprises, no ripoffsVery, very simpleMaybe you could give it a try rather than making very poor excuses, trying to get away with theft and not providing any form of customer service
I will forward this complaint to our website people asking that you be removed from all the email lists I apologize for the disturbance