ComplaintsforSun Sentinel

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Initial Complaint
09/10/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Again the Sun sentinel didnt deliver my newspaper last Saturday or this Tuesday , I dont understand why this continues ever week. Sometimes theyll add yesterdays paper most of the time they dont. Also thats yesterdays old news, can I get the editors phone number to complain directly ,all other avenues have failed time and again. We live in a sad world when no one takes responsibility for their actions. This delivery person needs to find another job , their service is one of the worst in our 30+ years of faithful membership with the sentinel.
Business response
09/13/2024

September 13, 2024

Our sincere apologies regarding any inconvenience or frustration associated with your Sun Sentinel home delivery subscription.

The additional feedback and information you provided within this BBB Complaint and your home delivery account is being reviewed and proper course of action will be taken, if needed. Please be advised since there are open routes concerns causing temporary delivery delays in the area at this time therefore your deliveries could be temporarily missed or received after standard delivery times. We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. The information you provided within this BBB Complaint as well as your account have been reviewed and it seems your subscription does have the missed delivery complaints and applicable credits for the corresponding delivery complaints. I have been trying to contact you directly to review this matter further but reached your voicemail and will have Customer Service contact you again next week.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Sun Sentinel Customer Service Department at ************.

Thank you,
******
Executive Resolution Center
Initial Complaint
09/01/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
******** missed deliveries. I have been paying for a 3 day delivery for 9 years and still average about 1 paper a week. Constant phone calls do nothing. Emailing customer service is better contact but still no delivery. Last year was better but that delivery person must have left. Constantly going to website to re-deliver a missed paper and they never do so I go there the next day for a credit. At this rate, my subscription will never end.
Business response
09/13/2024
September 13, 2024

Our sincere apologies regarding any inconvenience or frustration associated with your Wednesday, Friday, Sunday Sun Sentinel home delivery subscription.

The information you provided within this BBB Complaint and your home delivery account is being reviewed and proper course of action will be taken, if needed. Please be advised since there are open routes concerns causing temporary delivery delays in the area at this time therefore your deliveries could be missed or received after standard delivery times. We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. The information you provided within this BBB Complaint as well as your account have been reviewed and it seems the account had missed delivery complaints and applicable credits.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Sun Sentinel Customer Service Department at ************.

Thank you,
******
Executive Resolution Center
Customer response
09/13/2024

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.

Sincerely,

*************************
Initial Complaint
08/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My mother passed away in February 2024. She had a subscription to the Sun Sentinel. I called their customer service on 3/4/24 to cancel the subscription and they advised that she had paid for the year in full so was due a refund of $424.53. They advised that this amount would be refunded to the credit card on file. Between end March up until most recently yesterday 8/29 my sister or I have had to repeatedly call to find out why we still have not received this refund as we are executors of her estate. They had advised when it wasnt credited to her credit card that a check had been mailed out. In early August when I called and spoke to a supervisor, I was advised that a check was mailed on 7/26/24 and to give it 2-3 weeks to arrive. Since we still have not received it, I called back yesterday 8/29 and spoke to a supervisor who didnt see a record of a check being mailed on that date. They claim that they are getting in touch with executives and that someone will call me in ***** hours. I have no trust that someone will call me or that this issue will be resolved and we will get the refund.
Business response
09/12/2024

September 12, 2024

Our sincere apologies regarding any inconvenience or frustration associated with the Sun Sentinel. We are truly sorry for your loss and are working towards a resolution to your concern.

The information you provided within this BBB Complaint and your mother's home delivery account is being reviewed and proper course of action is being taken. It seems the refund was returned back to the credit card charged. Due to your feedback, the ******************** is processing a reissuance of the refund by refund check to **** ****** so this is being handled at this time. Please be advised this may take up to ***** business days due to standard processing times. Customer Service has been in contact with you directly of which they will be contacting you again within the 7-10 business days to advise of the status of this refund.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Sun Sentinel Customer Service Department at ************.

Thank you,
******
Executive Resolution Center
Customer response
09/12/2024

Complaint: 22218350

I am rejecting this response because: This matter has been unresolved since March so its unacceptable that after a number of phone calls over the past 6 months that only now a refund check is being processed. I do not have confidence that the refund is actually being processed as I was supposed to receive email confirmation about it on Monday 9/9 which I did not.

Sincerely,

***** *****
Business response
09/20/2024
September 19, 2024
Once again, sincere apologies regarding any inconvenience or frustration associated with the Sun Sentinel. We are truly sorry for your loss and are working towards a resolution to your refund request as this is a special circumstance.

The information you provided within this BBB Complaint and your mother's home delivery account has been reviewed and proper course of action is being taken. The prior refund was returned back to the credit card charged as per our standard procedure. Due to your prior feedback, the ****************** has processed a reissuance to a paper refund check to **** ****** at the address you provided in Florida so this is being handled at this time. Please be advised this may take up to ***** business days due to standard processing times. Customer Service has been in contact with you directly of which they will be contacting you again within the 7-10 business days to advise of the status of this refund.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Sun Sentinel Customer Service Department at ************.

Thank you,
******
Executive Resolution Center
Customer response
09/21/2024

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.

Sincerely,

***** *****
Initial Complaint
08/27/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ive emailed you and havent been assigned an advocate,weve missing dozens of deliveries including another today is theft of services. Sun sentinel promises delivery if reported by 9:00 am. Thats a bold face lie ALL of our written and phone calls promising delivery have not once come to pass.are you here to help or just another arm of their bureaucracy ? Why havent you responded to my original complaint
Business response
09/13/2024
September 13, 2024

Our sincere apologies regarding any inconvenience or frustration associated with your Sun Sentinel home delivery subscription.

The additional feedback and information you provided within this BBB Complaint and your home delivery account is being reviewed and proper course of action will be taken, if needed. Please be advised since there are open routes concerns causing temporary delivery delays in the area at this time therefore your deliveries could be temporarily missed or received after standard delivery times. We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. The information you provided within this BBB Complaint as well as your account have been reviewed and it seems your subscription does have the missed delivery complaints and applicable credits for the corresponding delivery complaints. I have been trying to contact you directly to review this matter further but reached your voicemail and will have Customer Service contact you again next week.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Sun Sentinel Customer Service Department at ************.

Thank you,
******
Executive Resolution Center
Initial Complaint
08/14/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Cancelled the account in April. Was still being charged, called again and lady stated they would refund a month and cancel the account. Still being charged monthly and have taken my last few dollars. This is out of hand. I am clearly no the only one dealing with this, now it is up to those who can do something to help.
Business response
08/27/2024

August 27, 2024

Our sincere apologies regarding any inconvenience or frustration associated with your former Sun Sentinel digital subscription.
The information you provided within this BBB Complaint and your cancelled digital account is being reviewed and proper course of action will be taken, if needed. Your digital account was cancelled effective August 16, 2024 as there were no prior notations on your subscription to stop service. Due to your feedback as well as in the interest of fairness, I have made a credit adjustment to accommodate for any payments processed from March 1st thru August 2024 and processed a refund total of all payments in the amount of $182.66. Please allow 7-14 business days for your refund to be applied back to the credit card charged due to our standard processing times. For more details and to view the Complete Subscriber Terms and Conditions, please go to www.tribpub.com/tc.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Customer Service Department at ************.

Thank you,
******
Executive Resolution Center
Customer response
09/05/2024

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.

Sincerely,

*******************************
Initial Complaint
08/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On April 3, 2024 I mailed the Sin Sentinel a check for $****** as payment of my next six months renewal. When that check did not show up, I mailed them another check for $ ****** on April 29, 2024. As luck would have it, the first check showed up and was cashed by the Sun Sentinel. When I realized I had overpaid, I called them on May 10, 2024 asking for a refund. They said one would be forthcoming. Shortly after, I don't remember the exact date, I received a check from them for $200.00. I called them on May 21, 2024 and they advised me that besides the $200.00 two checks for $167.77 had also been sent out on My 13 2024. I have no idea why they sent three checks. They said they would refer the matter to some high authority. I called again on June 20, 2024 and advised them That I had never received either check for $167.77. Again they said they would refer the matter, this time to their ******************* I called again on July 7, 2014 and again was told that the matter would be referred to their ******************* I called again on July 12, 2024, July 19, 2024, July 22, 2024, July 29, 2024 and just this morning August 5. 2024. Each Time I was told the same story that they were referring the matter to either the ****************** or the ******************* There seems no way to get them to see that the original two checks for $167.77 were lost and to issue me new ones. I could surely need your help in obtaining replacement checks for the two $167.77 that I never received. Thank you.
Business response
08/16/2024
August 16, 2024
Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with your Sun Sentinel subscription.
The information you provided within this complaint and your billing associated with your account is being reviewed and proper course of action will be taken, if needed. After reviewing your subscription, Customer Service will be in contact with you within the next 7-10 business days to assist further as our Finance Team would need to confirm those refund checks were not processed and then to be reissued, if needed.
In the meantime, if you have any further concerns or would like any further assistance, please do not hesitate to contact our Customer Service Department at ************.

Thank you,
******
Executive Resolution Center
Customer response
08/16/2024

Complaint: 22095134

I am rejecting this response because: I have been dealing with them for over two months, making numerous phone calls and I always got a response that they were looking into it, but they did not call me or look into it. I would like a response and the refund sent to me immediately. They have been stringing me along and I think they owe me an immediate refund.

Sincerely,

***********************
Business response
08/29/2024
August 29, 2024
Once again, sincere apologies for any inconvenience or misunderstanding you have experienced associated with your Sun Sentinel subscription.
As per our phone conversation today, I will have two checks reissued in the amount of $167.77 as you stated you did not receive them as previously sent to you in May 2024. You stated you received only one of the three checks mailed to you as you made an additional payment in error. Also, the additional information you provided within this complaint and your billing associated with your account is being reviewed and proper course of action will be taken, if needed. These two refund checks will be generated and mailed to you within the next ***** business days due to standard processing times in place but I will continue to monitor and follow up with you to confirm when you receive both refund checks.
In the meantime, if you have any further concerns or would like any further assistance, please do not hesitate to contact our Customer Service Department at ************.

Thank you,
******
Executive Resolution Center
Customer response
08/30/2024

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.

Sincerely,

***********************
Initial Complaint
07/04/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have spent hours on the phone with Sunsentinel personnel. They have charged me double, promised a refund, and promised to send me a link to the newspaper. I finally, after being a subscriber for 35 years, have cancelled my subscription. No refund/no contact,
Business response
07/18/2024
July 18, 2024
Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with your Sun Sentinel digital subscription.
The information you provided within this BBB Complaint and your digital account is being reviewed and proper course of action will be taken, if needed. After reviewing your digital subscriptions it seems two accounts associated with your email address were reflected in our system. Multiple accounts can happen if you subscribe again when receiving the paywall instead of resetting your password. Multiple accounts are not uncommon as we provide digital services to companies who require this type of digital access. One account has been cancelled effective July 3rd with a pending refund in the amount of $6.36 which can take up to 30 days to finalize back to your credit card charged due to standard processing times. The second account, started on July 2nd, is still active and I have sent a password reset link to your email address which would sync your password to your active account. ********************************************* has tried to contact you by phone but unable to reach you as well as sent emails to discuss what transpired.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Customer Service Department at ************.

Thank you,
******
Executive Resolution Center
Customer response
07/23/2024
You called me, I missed the call..I paid for a new subscription and still cannot read my newspaper. CAN SOMEONE PLEASE HELP ME

*******************
Customer response
07/23/2024

Complaint: 21942706

I am rejecting this response because:You called me, I missed the call..I paid for a new subscription and still cannot read my newspaper. CAN SOMEONE PLEASE HELP ME

Sincerely,

*******************
Business response
08/02/2024
August 2, 2024
Once again, sincere apologies for any inconvenience or misunderstanding you have experienced associated with your Sun Sentinel digital subscription.
The information you provided within this BBB Complaint and your digital account is being reviewed and proper course of action will be taken, if needed. After reviewing your digital subscriptions it seems two accounts associated with your email address were reflected in our system. Multiple accounts can happen if you subscribe again when receiving the paywall instead of resetting your password. Multiple accounts are not uncommon as we provide digital services to companies who require this type of digital access. Customer Service will contact you again for assistance as they have been trying to reach you by phone but unable to contact you as well as sent emails to discuss what transpired.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Customer Service Department at ************.

Thank you,
******
Executive Resolution Center
Initial Complaint
07/02/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have tried for several months to put a STOP to unwanted emails from Sun Sentinel. Although I did sign up, I was not aware, nor do I recall a disclaimer stating the vast number of emails and that you are limited in the articles you can read. I have followed the "unsubscribe" directions on the emails. I have notified them of my choice using their "contact us" section of their website. Yet still I continue to receive 10 or more daily emails. As of July 1st, I have 17 emails. This has been going on for months, and quite frankly, it is abusive.
Business response
07/13/2024
July 13, 2024
Our sincere apologies regarding any misunderstanding or inconvenience associated with the Sun Sentinel.
The information you provided within this BBB Complaint has been reviewed and proper course of action will be taken, if needed. Your email address is not associated with any account in our system. Customer Service has been in contact with you directly to assist with this matter and provided assistance to your request to stop any further emails being sent from the Sun Sentinel.
Please do not hesitate to contact our Customer Service Department for any further concerns or need of assistance at ************.

Thank you,
******
Executive Resolution Center
Customer response
07/15/2024

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 wish it hadn't been necessary to file such a complaint, but some good came out of it as the business is addressing the breakdown associated with unsubscribing to their newsletter.

Sincerely,

***********************
Initial Complaint
06/14/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
No paper delivered in 12 weeks
Business response
06/25/2024
June 25, 2024

Our sincere apologies regarding any inconvenience or frustration associated with your Sun Sentinel Wednesday, Friday and Sunday newspaper subscription. I have also responded to your other BBB complaint 17416352 regarding this matter.

The information you provided within this BBB Complaint and your home delivery account is being reviewed. Your feedback regarding your customer experience is acknowledged and proper course of action will be taken, if needed. Please be advised since there are open routes concerns causing delivery delays in the area at this time therefore your deliveries could be missed or received after standard delivery times. Your local Distributor has been advised to ensure your weekly Wednesday, Friday and Sunday deliveries each week and informed to monitor your account. We appreciate your patience and understanding while we work towards a resolution to the delivery concerns in your local delivery area. Customer Service has processed the missed delivery complaints and credits but I have adjusted the account further of which extended your paid thru date an additional two weeks. As per our conversation today, you confirmed receiving your Sunday newspaper to your satisfaction.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Customer Service Department at ************.

Thank you,
******
Executive Resolution Center
Customer response
06/30/2024

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.

Sincerely,

*************************
Initial Complaint
05/22/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ordered a daily print subscription for appx $90 almost two weeks ago and I havent received a single one. Ive called their customer service line twice and get connected to some foreign call-service that cant do anything about it. On my last call, I told them I would be disputing the charge with my CC company, which I plan on doing by Friday.
Business response
06/04/2024

June 4, 2024

Our sincere apologies regarding any inconvenience or frustration associated with the Sun Sentinel.

The information you provided within this BBB Complaint and your home delivery account is being reviewed. Your feedback regarding your customer experience is acknowledged and proper course of action will be taken, if needed. After reviewing your subscription, it seems that you disputed the recent payment with your credit card company which was returned back to your credit card. As per our conversation today, you have not received any newspapers except for one day therefore I have escalated this delivery concern to your local Distributor. I have processed a credit adjustment in the amount of $6.40 therefore a new invoice will be generated with updated information. I have escalated your delivery concern to the local Distributor as well as the gate code you provided me during our conversation. I will contact you within the next 7 business days to confirm you have started receiving your newspapers as scheduled.

In the meantime, please do not hesitate to contact our Customer Service Department at ************ for any other concerns.

Thank you,
******
Executive Resolution Center

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