The Roanoke Times

The Roanoke Times is horrible. The news is reported with a strong left-leaning bias. I always shunned the news in favor of the comics and puzzles. The Times then eviscerated both the puzzles and comics section. I bet the publisher and editors are so clueless that they could trip over the wireless internet.

I have been trying to call them ALL week. I was on hold for 20 minutes & 15 minutes the other day on my 30 minute lunch. they say they will give u a cal back but Im BACK TO WORK & CANT ANSWER THW I get the sunday only paper just to get coupons, but ALWAYS missing a section. This past sunday I was missing the comics The Parade & NO coupons AGAIN! I am so fed up especially when u can never even talk to anyone! So FRUSTRATING! I dont even think they even care if u do quit subscribing! They say they will return your call but I'm on a 30 minute lunch then I'll be back to work & not able to answer the phone!

I am a resident of Roanoke city. I live off of Wood Haven and Cross timbers on Autumn Wood Lane. We are located by the airport. I am writing in regards to these papers being thrown into the street and gutters, instead of up on the yard or driveway of the homes. This is littering. We have a creek bed that drains to the river, these papers are washed down the drains after storms because they are not being picked up or thrown in their yards. Every spring, I take out 45-50 of these plastic wrapped papers that get lodged in the creek. Our creek bed is full of wildlife, deer, raccoons, beavers etc...the ink and the plastic wrap are environmental hazards and break down into our water supply. Every drain in our neighborhood at the street says "No dumping, empties to river" yet people do not pick up the papers in the street or in the gutters, so these papers are washed away and dumped into the creek...I have lodged a complaint and talked to the person in charge of this particular publication of the Times, and was given lip service. Nothing has changed...NOTHING. My next step will be to call the police and report the Roanoke Times of littering and tell the days of the week these ad papers are thrown...they will see the extent of littering your paper does to our neighborhood and to the creek and river beds. Grandin Village gets these publications in their mailbox instead of thrown in the street...why can't that happen here? I have talked with so many of my neighbors, and they are all in agreement that this publication is nothing more than garbage and many have even called to try and stop the deliveries...which has not stopped for anyone. In this day of global warming and environmental issues and recycling, I would think your paper would be more respectful of our environment and overall cleanliness of our streets, creeks and rivers...Our neighborhood absolutely does not want these papers...you are wasting paper, ink and money by throwing them here. I will also, if I do not see a change, I will contact each of your business that advertise in this Extra paper, and complain to them and let them know where their money is going...literally down the drain...thank you, and I expect this littering problem to be resolved...quickly...this has now been going on for 3 yrs (the time I have lived in this neighborhood)...Whoever is throwing these papers , the employee, does not care what so ever if he/she is littering, they don't even attempt to toss the papers in the yards or on the driveway. LAZY EMPLOYEES...THIS IS A HORRIBLE REFLECTION OF THE ROANOKE TIMES.

My experience with receiving my paper is a continued joke. We have made numerous complaints about not getting a paper. Each time we call we are told the same thing "We will reach out the carrier and we will credit your account for today's paper".
This happens once of twice a week and has lasted for 30 days or more. We can't get through on many occasions when we call. I got through today by finally choosing Advertising and the lady there transferred my call to delivery and after a 10 minute wait I got a real person. I was beginning to think everybody there was dead or was on vacation. I am not sure what the issue is with the carrier, but as long as this has gone on, I would think you could replace him/her. When we don't get out paper, no one in our subdivision gets one. What is the problem?

This letter is in response to a complaint submitted to The Revdex.com by *** ***.After reviewing Mr***’s account we are have no record of a request to stop the account in January We have stopped his account effective March 3, and issued a refund in the amount of
$31.52. If there are any further questions please feel free to contact me at ###-###-####.*** ***Circulation DirectorThe Roanoke Times*** *** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not fully resolve my complaintI do not remember this type of surcharge being disclosed to me in my contract to pay a monthly amount in advanceThis process renews every month without any action on my part and notice of the price increase was not provided as part of the automatic renewalTerms and conditions are not provided with each renewal so any notice of the right to charge a special surcharge could have been disclosed several years ago. Also, the response mentions that notice of the charge was sent to monthly subscribersWas thus few also charged to those that prepay quarterly ? A co worker pays quarterly and did not receive a notice of the charge
Regards,
** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolvedI expect in the future for their levels or customer support to be greatly improved for not only myself, but for other customers in the area--especially since there are no alternative sources for printed news other than small, local, weekly papers
Regards,
*** ***

This letter is in response to complaint *** submitted on February 18, to The Revdex.com by *** ***.The customer is currently on a route that is being delivered by a substitute carrier. We expect to have a permanent carrier on this route shortly which should resolve
any delivery issuesThe customer’s account has been credited for the missed deliveries and we will monitor delivery for the next sixty days to ensure delivery. If there are any further questions please feel free to contact me at ###-###-####.*** ***Circulation DirectorThe Roanoke Times*** *** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

This letter is in response to complaint *** submitted on November 18, 2014.This is in response to a Roanoke Times customer complaint about a price adjustment.The newspaper reserves the right to adjust pricing, and we elected to exercise that optionwith a Thanksgiving Day premium price for home
deliveryA letter explaining this wassent to customers paying on a monthly cycle; moreover, those customers who'vecomplained have been given the option of declining the charge and opting out ofreceiving the paper that day.If there are any further questions please feel free to contact me at ###-###-####.*** ***Chief Financial OfficerThe Roanoke Times

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me with 13-day credit. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

The quality/editing/content of this paper has gone way downhill since the former owner sold it. My husband worked for the Roanoke Times as a sports editor for at least 24 years. The previous owner provided him with a paper at no charge as a comp for his years of service. Now that I have to pay for it, the subscription price keeps going up, and the quality of the news provided is either yesterday's news, or it is poorly written and not edited. Is Berkshire-Hathaway so tight that they are afraid to spend a little money to provide quality product at a reasonable price?

This letter is in response to complaint [redacted] submitted on October 22, 2014 to The
Revdex.com by [redacted].
Our system shows two missed deliveries report by the customer and the customer was
credited for those missed deliveries. We will credit Mr. [redacted] for the 13...

missed
deliveries as stated in his complaint.
We make every attempt to respond to all customers in a timely manner.
If there are any further questions please feel free to contact me at ###-###-####.
[redacted]
Chief Financial Officer
The Roanoke Times

This letter is in response to complaint [redacted] submitted on February 20, 2015 to TheRevdex.com by [redacted].Mr. [redacted] spoke with the Circulation Director on February 20, 2015 and stated thathe wanted to express his frustration and he appreciated the call back. This matter...

hasbeen addressed with all parties involved and written procedures have been put in place toensure all customers receive a timely response.If there are any further questions please feel free to contact me at ###-###-####.[redacted]Circulation DirectorThe Roanoke Times[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

If our paper man doesn't stop throwing the paper in the yard, we are going to CANCEL OUR SUBSCRIPTION. I have called about this before and the man refuses to use our paper box. I don't care if it's in a plastic bag. We have to search our yard for the paper and when there's snow on the ground, well enough said.

Review: In January I paid over $41 for weekend subscription to the newspaper. Nothing was ever delivered except if 3 occasions and on after I called and complained. As an elderly 70 year old on disability walking out to the road down 2 sets of outdoor stairs to find no newspaper was disconcerting and the blatant lack of acknowledgement in the situation was unprofessional. My daughter called.over 4 times requesting first that they find out why my delivery was not occurring then finally she called and requested they refund the money in full for no services rendered, make some consideration for resolving the situation and requested 3 times for a supervisor to call me directly to apologize for the situation and explain what happened. After 3 months no call has been done by a supervisor nor has the refund been provided. No acknowledgement of the issue has ever been displayed. As an elderly lady I feel this is not only abuse to the elderly but disrespectful for ignoring my concerns. I need and want my refund and a supervisor to acknowledge they have a problem with their distribution.Desired Settlement: A refund and a call to explain what happened with an apology as to the situation as noted I their systems as requested through calls.

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted] A refund of $41.99 was issued to [redacted] on 5/23/16 as was requested. Customers should allow up to 2 weeks for delivery of the refund check thru the USPS. If there are any further questions please feel free to contact me at [redacted]Circulation Director The Roanoke Times

Review: Starting around the first of May I received a note in my paper that stated "THIS IS YOUR LAST NEWSPAPER PLEASE CONTACT OUR CUSTOMER SUPPORT DEPARTMENT". I made contact with the customer support department and was advised that I had a balance of $2.00 on my account. This was odd since this is automatically deducted from my checking account. I ask why the $2.00 balance and the CSR advised it was for the "Discover Magazine" I stated that I did not request this magazine so I should not be charged for it. The CSR advised that this was in my contract when I signed up and the Discover Magazine would be $2.00. I advised the CSR that the contract I signed was over 3 years old and how did the "Roanoke Times" have the foresight of knowing they where going to be charging a $2.00 charge at the beginning of 2016? The CSR advised that she would credit the $2.00 and I should start to receive the paper again. I ask for a manager to contact me to discuss this matter as I felt this was poor customers service and inaccurate information. The CSR advised that she would tell her supervisor to call me. After about 4 days of no paper deliver and no call back from the Manager I called again. And was advised once again that this was due to a $2.00 balance on the account. I explained the same information and she advised she would fix it again and ask the supervisor to call. At this time I also explained that the paper box at the residence was about to fall over and needed someone to come and fix it. She advised she would put and order in and have it fixed. The paper stated to be delivered the next day but still no phone call from the manager or supervisor. On May 31, 2016 I received the same notice again on the paper stating that this was my last news paper. I called and spoke to another CSR and she was able to explain the billing practices and how it changed back in November and my account has been past due because of the changes. She explained that if I would go ahead and pay the outstanding balance I would owe nothing until the end of July. I ask how this would happen since the charge is automatically deducted from my checking each month. She was unable to explain and stated that she would have a supervisor to call me back and explain. I authorized her to deduct the account she stated was past due from the account to make it current and she also confirmed that the "Discover Magazine" was opted out and I would not be charged for it. On 6/6/16 I noticed that my account was charged $1.95 from The Roanoke Times. I called the customer service line again and the CSR advised this was for the Discover Magazine. I once again advised that I had opted out of this and should not be charged. She said I do see that you opted out I don't know why this was charged. She advised she could have the Supervisor call me back. I explained I have been waiting for a call back from the Supervisor since the first of May and I have not received one. I explained that I did not authorized the $1.95 charge and it needs to be fixed.Desired Settlement: I would like the company to call and explain the charges and why my account was past due when my balance is automatically deducted from the checking account. Also, why the contact that I signed was adjusted to add an additional $2.00 for a magazine I never ask for. In additional to this explication I would like to have the paper box at the residence fixed as stated in the 2nd phone call to the company.

Any help in this matter would be greatly appreciated. The best phone number to reach me at is [redacted] this has been communicated to the CSR each times I called as they have my home number and I explained it's better to contact me on my cell as I am only at home during the night and early morning.

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by[redacted].All Auto-Pay subscribers were mailed the attached letter in July 2015 explaining theaddition of the Discover Magazine. The letter explains to Auto-Pay subscribers how toopt out of the magazine and the Thanksgiving paper. Mr. [redacted] has received 3 DiscoverMagazines and a Thanksgiving newspaper since this letter thus reducing his expirationdate. Mr. [redacted]'s account suspended due to the past due balance. His account wasrestarted and he was given a $15.00 credit on his account to bring him up to date. Thepayment Mr. [redacted] made on 5/31 paid his subscription up until 7/02/16. Mr. [redacted] wascharged the $1.95 on his regular Auto-Pay date of the 5th of the month since he hadreceived the magazine in his newspaper on 5/26/16. The $1.95 will be refunded to hisaccount and into his bank account. Depending on bank procedures Mr. [redacted] will receivehis $1.95 refund within 10-14 days.[redacted] attempted to contact Mr. [redacted] but was unsuccessful in contactinghim on 6/7/16.In addition, a new tube will be installed at Mr. [redacted]'s residence on6/17/16.If there are any further questions please feel free to contact me at [redacted]Circulation DirectorThe Roanoke Times

Review: My father, who is 80 years old, is going days without his newspaper, which is huge when he stays at home.

In November of 2015 he stopped getting the newspaper which took a number of days to get his paper started again even though the money was taken out of his bank account through his bank.

Yet again the same issue in February 2016 that took a couple weeks to get resolved.

Now again here we are in June of 2016 and yet again my father is not getting his paper again.

The Roanoke Times drafts his bank account and in February they drafted 2 months so this would not happen again in the future (1 month ahead). Yet today his paper stopped with a note on yesterdays paper saying "This is YOUR LAST NEWSPAPER"!

Unfortunately this is not the only times this has happened this is just the last 3 incidents that occurred in the last 7 months.Desired Settlement: In order to be compensated for the inconvenience and my time spent on getting this corrected I expect that my father receive his paper free of charge for an extended period of time or I could bill the Roanoke Times for my time spent at my current rate of time I bill to my clients which would equal out to about 2 years of his paper subscription or more.

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted]. On 6/09/2016 the Circulation Office Coordinator reached out to Ms. [redacted] regarding an e-mail that was sent to the Roanoke Times. The Circulation Office Coordinator explained the error to Ms. [redacted] and reconciled her father’s account. In addition, the Office Coordinator gave Ms. [redacted] her direct number for future reference. If there are any further questions please feel free to contact me at [redacted]Circulation Director The Roanoke Times

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Even though they handled the billing mistake they made they turned around and sent out another invoice with information on closing the account. They did however; quickly reach out and resolve this as well.

Regards,

Review: I rec'ed a letter dated July 08, 2016 stating a price increase on the monthly paper, on July 11, I called and told a representative to cancel my paper on my renewal date, that I would not pay the new rates, OK. August 03. 2016 the Roanoke Times deducted $20.00 from my banking account, I called and was told they had no record of me cancelling, but they would cancel my paper and have billing refund my $20.00. They stop my paper but have never refunded my $20.00. I called again on Aug. 15, and was told my refund had been issued on the 14th (which would have been a Sunday), as of Aug 17, 2016 I have yet to rec. my refund, I called this morning, waited 15 mins. for a representative, and then she claimed she couldn't hear me, to call back. This is the worst customer services I have every been associated with, they cancelled my paper, but I want my $20.00 refunded to my account.Desired Settlement: Refund my $20.00, and deduct no further charges from my banking account.

Business

Response:

This letter is in response to complaint submitted to The Revdex.com by [redacted] Mrs. [redacted] account was stopped at their request on 8/09/2016. A refund check was mailed on 8/25/2016 from [redacted]. If there are any further questions please feel free to contact me at [redacted]Circulation DirectorThe Roanoke Times

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,