ComplaintsforOrlando Sentinel

• Initial Complaint

  05/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Newspaper's inability to deliver a print copy. Today (Thursday) at 10AM I still do not have my daily newspaper. This week so I did not receive a paper either Monday or Tuesday but did finally receive Monday's and Tuesday's paper on Wednesday, making for very stale news.

  Business response

  05/22/2024

  
  May 22, 2024

   

  Our sincere apologies regarding any inconvenience or frustration associated with your Orlando 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 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. **************** has processed the missed delivery complaints and credits but I have adjusted the account further of which extended your paid thru date until July 12, 2024.  **************** will be contacting you within the next 7 business days to confirm your newspapers have been received as scheduled to your satisfaction.  
  Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.
  
  
  Thank you,
  ******
  Executive Resolution Center

  Customer response

  05/22/2024

   
  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

  02/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a subscription to the Orlando sentinel and was notified that my subscription was ending unless I updated my credit card. I no longer wanted to receive the Sentinel, so I was fine with that. The paper stopped being delivered to my home, and I was not getting the digital service. I received a bill from a collection company that had been turned over by the Sentinel.

  Business response

  03/11/2024

  
  March 11, 2024
  
  Our sincere apologies regarding any misunderstanding or inconvenience associated with your  Sun Sentinel subscription.
  
  The information you provided within this BBB Complaint as well as your account is continued to be reviewed at this time.  Please be advised all subscriptions are continuous unless Sun Sentinel is notified to cancel the account. Due to your feedback, it seems **************** was able to process a credit adjustment in the amount of $192.50 on February 28, 2024. There is no further outstandng balance reflected at this time. Please disregard any prior bill statements or coorespondence received as they would no longer be valid. 
  
  If you would like any additional assistance, please contact **************** at ************.
  Thank you,
  ******
  Executive *****************

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a subscriber to the Orlando Sentinel for over 20 years. I love reading an actual paper every morning and doing the crossword to start my day. My issue is with continuing delivery issues. Last year for the first time our delivery person was exceptional. On time, consistent, even threw the paper at our front door! Starting Jan 1 we apparently got another new person. So far I've logged 4 complaints. 2 have been for no paper until well after 8am when I'm already heading out to work. 2 for getting the paper wet. The challenge I have with the Sentinel is that any complaints are met with the same exact scripted answer with no explanation as to why these issues occur. Why can't I speak with the distributor or a manager? I have zero faith in the hope that this behavior will be corrected and I have no context as to why this person is late and inconsistent. No remedy except promising to deliver the paper at some point. And I'm always, always, always told to.read it online. I have explained numerous times that I'm on a computer all day. I don't want to read anything more online. That's why I subscribe to the paper! Key word...paper. The ideal remedy to this complaint is a consistent delivered paper on or before 6;30am. But it would at least be nice to be contacted by a manager from the actual distributor so that I know I've been heard and taken seriously as a long long long time customer!

  Business response

  03/01/2024

  
  March 1, 2024
  
  Our sincere apologies regarding any inconvenience or frustration associated with your Orlando 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 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. **************** has processed the missed delivery complaints and credits but I have adjusted the account further of which extended your paid thru date 3 weeks until September 11, 2024.  **************** will be contacting you within the next 7 business days to confirm your newspapers have been received as scheduled to your satisfaction.
  
  If you need any further assistance regarding this matter, please do not hesitate to contact our **************** Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  
  
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Prior to newspaper expiring, I received a bill to renew. I returned to bill adding my comments to cancel as I no longer wish to receive this newspaper (due to moms death in July for grocery insert of ****************************** I received 3 additional bills to which I sent back stating cancel, I no longer want! I received a call from an oversee agent representing Orlando Sentinel . I told here that I already sent each received bill back with a cancel & stated to her that I do not want. She wanted me to contact the newspaper. I told her since you called me, I am telling you as you are representing the paper. I received another bill to which I once again stated cancel I do not want. So today, I received a collection letter of $28.50 & $1.88 interest. I am not paying. This is a matter of principal. When you state a minimum of 4 times taht cancel, I do not want, this directive must be followed. Previously, I paid for 1 year. Upon completion of payment, this subscription should have been stop too!!!

  Customer response

  02/07/2024

  BBB: Thank You In Advance. I have a credit rating over 800 as I always pay my bills. I never authorized verbally or written to extend this paper beyond my last payment. Today, I received a call from the Orlando Sentinel to renew my subscription.  I told them to put me on the do not call list. The only reason I did obtain the paper was due to the fact that my mom likes to look at the publix and ******************* inserts on Thursday and the coupons on Sunday. Mom was 92 and died this past July 2023. Dad was 96 and died this past December 2023. He had macular degeneration and could not read the paper. As for me, I was diagnosed with a very rare incurable cancer that affects between 1000 to 1500 people per year. SO, why in the heck would I even want to renew. I didnt and sent back every bill received to cancel at a minimum.

  Customer response

  02/08/2024

  On Feb 6, I received a 3rd party call representing the Orlando Sentinel to continue newspaper service. I stated NO. I do not want!  I stated that I want to be placed on the DO NOT CALL List.

  So, on Feb. 8th, I receive an Orlando Sentinel on my driveway. I have stated in writing at least 3 times and verbally at least 2 times, I DO NOT WANT THIS PAPER. STOP...STOP... STOP.

  For over 4 months, I have stated cancel this service.  And yet, you ignore my requests...over and over and over again.

  Customer response

  02/11/2024

  Today is February 11, 2024 and I received in my driveway another unwanted Orlando Sentinel. This is unsolicited. I never ordered this paper verbally or written. I cancelled this paper numerous time months ago. STOP!  STOP! STOP this insanity!!!! I do not want thit paper and have stated this many, many months ago. And yet you continue. I have stated several times when contacted by an agent of the Orlando Sentinel I do not want! This pathetic internal communication on your part continues. You didn't stop the paper when requested numerous times months ago and turned my cancelled account to a collection agency. And yet, you still continue this paper that I do not want, did not order today and this past thursday! 

  Business response

  02/19/2024

  
  February 19, 2024
  
  Our sincere apologies regarding any misunderstanding or inconvenience associated with the Orlando Sentinel.
  
  After reviewing the information you included in this BBB Complaint as well as your former subscription it seems there was no prior contact with **************** in the system until your contact on February 16, 2024 therefore deliveries continued until the stop effective date of February 17, 2024. No further deliveries will be scheduled or delivered to your residence. Please be advised that all subscriptions are continuous and we do not accept written correspondence.  Please be advised our Terms and Conditions as well as all disclaimers are available on all correspondence and billing statements. For more details and to view the Complete Subscriber Terms and Conditions please go to www.tribpub.com/tc. In the interest of fairness, I have adjusted any further balance on the account reflected so please disregard any further bill statements associated with this cancelled account. Due to your feedback, your account has been designated as "Do Not Call".
  
  If you need any further assistance regarding this matter or would like to restart the subscription, please do not hesitate to contact our **************** Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  
  
  

  Customer response

  02/19/2024

  ******
  Executive Resolution Center,

   

  Actually, your records are  incorrect as I have called several times and was directed to the **********. So, to put this matter to bed, what is the final cost to close this matter?

   

  And what is your mailing address?

  Thanks, *******

  Customer response

  02/19/2024

   
  Complaint: 21254671
  
  I am rejecting this response because:

   

  ******
  Executive Resolution Center,

   

  Actually, your records are  incorrect as I have called several times and was directed to the **********. So, to put this matter to bed, what is the final cost to close this matter?

   

  And what is your mailing address?

  Thanks, *******

  
  
  Sincerely,
  
  ***************************

  Business response

  03/01/2024

  March 1, 2024

  Once again, sincere apologies regarding any misunderstanding or inconvenience associated with the Orlando Sentinel.
  
  Thank you for your most recent payment associated with any balance due. Any available refund will be processed by check within the next ***** business days due to standard processing times.
  
  If you need any further assistance regarding this matter or would like to restart the subscription, please do not hesitate to contact our *************************** at ************.
  
  Thank you,
  ******
  Executive Resolution Center

  Customer response

  03/04/2024

  I will consider this issue closed as long the Orlando Sentinel never calls me. I NEVER want this newspaper currently or in the future. 

  Customer response

  03/04/2024

   
  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 will consider this issue closed as long the Orlando Sentinel never calls me. I NEVER want this newspaper currently or in the future. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12/5/2023 we moved to the above address. For one mos we called everyday to try and get The Orlando Sentinel to deliver. We gave up and ordered another subscription under *********************. We now have two active accts and one paper only is delivered. We now are afraid to cancel one of them for fear we will get no paper. **************** has been totally non helpful. Thanks

  Business response

  02/16/2024

   

  February 16, 2024

  Our sincere apologies regarding any misunderstanding or inconvenience associated with your Orlando Sentinel home delivery newspaper subscription.

  After reviewing the information you included in this BBB Complaint as well as your subscriptions, **************** has been in contact with you directly to provide assistance. It was discussed the current concerns in the local delivery area at this time of which **************** was able to *************** online access on our current promotional offer due to this circumstance. Thank you for your patience and understanding regarding this matter.

  If you need any further assistance regarding this matter or would like to restart the subscription, please do not hesitate to contact our **************** Department at ************.

  Thank you, ******

   Executive Resolution Center

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my Subscription to Orlando Sentinel on 10/29/23. They issued me a refund of $129.77 on 11/10/23 because my account was on Autopay and prepaid. December 20, 2023 I received my first letter from collection agency ARM Solutions saying I owed $1,272.36. Ive called the Sentinel at ************ eight times since 12/20/23. When they pull up my account it shows my account closed and a zero balance. They tell me every time they will escalate my case to finance and I will be contacted in 48 hours. The Orlando Sentinel has never contacted me. Ive spoken with 2 supervisors and nothing happens. On 1/16/24 I received a second letter from ARM and today, 2/1/24 a third. This last letter threatens further action. This is my good credit being destroyed.

  Business response

  02/12/2024

  
  February 12, 2024
  
  Our sincere apologies regarding any inconvenience or frustration associated with your former Orlando Sentinel subscription.
  
  After reviewing your former account and the information you provided within this complaint, I have processed a credit adjustment of the full outstanding amount reflectd therefore no further balance is due at this time. Please disregard any bill statements you have received. ARMS collections has been advised of the credit adjustment of the balance and that the former account is in good standing.
  
  Thank you for your patience and understanding regarding this matter.
  If you would like any further assistance please contact our ***************************** at ************.
  Thank you,
  ******
  Executive Resolution Center
  
  

• Initial Complaint

  01/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Always a billing problem always I paid the Orlando sentinel November 23rd for 13 weeks which would take my subscription to February 21st.I received an invoice to renew my January 30th which is only 10 weeks. What's that all about??So I logged on January 29th and lo and behold. I seen additional $16 as I'm in a grace ****** which means that I did not pay on time, again, What's that all about??This kind of thing happens every time I want to renew my subscription and I just cannot deal with this anymore. I try to work it out with customer service and I get all kinds of answers.How hard is it really to just give me the papers for the weeks that I paid for? There seems to be deductions for this and deductions for that etc etc. Nothing is ever explained on the invoices and how the final total is achieved.

  Customer response

  01/30/2024

  I called customer service and they said they would mark my account as being paid up until January 30th and that my new cost for 13 weeks would be 62.60.

  I didn't pay them. I'm going to wait for my response. Not sure if I can trust them

  Business response

  02/12/2024

  
  February 12, 2024
  
  Our sincere apologies regarding any inconvenience or frustration associated with your Orlando Sentinel subscription.
  
  After reviewing your former account and the information you provided within this complaint, **************** has contacted you directly to review your subscription along with the billing reflected on your account. Please be advised our Terms and Conditions are available on all correspondence and billing statements associated with the home delivery subscription. For more details and to view the Complete Subscriber Terms and Conditions please go to www.tribpub.com/tc. In the interest of fairness, I have processed a credit adjustment to extend the paid thru date for 2 additional weeks which would update the paid thru date until May 20, 2024.
  
  If you would like any further assistance please contact our **************** Department at ************.

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

  
  

  Customer response

  02/12/2024

   
  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

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a subscriber for 6 months. I forgot that my subscription included delivery on Thursdays and Sundays (I thought I had online access only) until I received the bill for the next 6 months. I called 2 weeks ago asking for my paper to start being delivered. It was delivered once and never again. I called today (Thursday) about today's missing paper and they promised it would be delivered by 11AM. It was not. I called again and they said it would be "within 24 hours". I have zero faith in this company. The reason I am posting here is because the contact center is horrible and doesn't care/understand the issue. I used to live across the street from the Orlando Sentinel plant in downtown Orlando and their excuse then as to why I didnt get the paper was "you are outside the service area".

  Business response

  02/07/2024

  
  February 7, ****
  
  Our sincere apologies for any inconvenience or frustration you have experienced associated with your Orlando Sentinel Thursday and Sunday home delivery subscription with unlimited digital access.
  
  Customer Service has been in contact with you directly and processed missed delivery credits for the missed deliveries on January 14th, 21st, and 25th, ****. You did confirm with **************** you have been receiving your deliveries as scheduled since January 28, **** thru Sunday, February 4, ****. Your feedback regarding your customer experience is being reviewed and proper course of action will be taken, if needed.
  
  Should you have any further concerns, please do not hesitate to contact our ***************************** at ************.
  
  Thank you,
  ******
  Executive *****************

  Customer response

  02/10/2024

   
  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

  01/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have a subscription for thurs.and Sunday delivery of the newspaper.I have not received the paper for weeks on end.Called and spoke to customer service and to no avail they are always escalating the problem and assuring me it will be resolved.Well its now 4 weeks later and nothing been done!

  Business response

  01/29/2024

  
  January 29, ****
  
  Our sincere apologies regarding any inconvenience or frustration associated with your Thursday and Sunday home delivery and unlimited Digital subscription. 
  
  The information you provided within this BBB Complaint as well as your account is being reviewed at this time.  Your delivery concerns have been escalated to the local Distributor for assistance as it seems the missed delivery complaints and credits have been processed as well as escalated by Customer Service.     In the interest of fairness, I was able to authorize three weeks of Thursday and Sunday delivery credit adjustments which would extend your paid thru date until December 5, ****. Your feedback regarding your customer experience is being reviewed and proper course of action will be taken, if needed.
  
  Customer Service will contact you within the next **** business days to confirm you received your scheduled delivery days of Thursday and Sunday each week.
  
  Please do not hesitate to contact our *************************** at ************ for any other concerns.
  
  
  Thank you,
  ******
  Executive *****************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 11/8/2023 I paid the Orlando Sentinal $229.75 for a 6 month subscription. On 11/10/2023 I canceled this subscription thru their customer service number *** requested a reimbursement. Since that cancelation my credit card has been billed additional $229.75 on 11/11 and 11/28/2023 without my authorization. In total I have been billed $689.25 for a cancelled subscription. Numerous efforts with customer service has resulted in 2 reimbursements. One on 12/21/2023 for $200.00 and another on 12/22/2023 for $228.55 for a total of $428.55. Numerous calls to cusomer service since that time have met with any number of excuses but no soltution. My efforts at being reimbursed the remaining $260.70 just keep extending some imagined wait period, usually they need 7 days but the most recent thy need 30 more days. on 1/9/2024 promised that the billing ***** would phone me but of course that hasn't happened. Impossibe to reach anyone but customer service who seem to be unable to assist in a simple case or reimburing a totally unauthorized billing to my credit card.

  Business response

  01/26/2024

  
  January 26, 2024
  
  Our sincere apologies regarding any inconvenience or frustration associated with your former Orlando Sentinel subscription.
  
  After reviewing the information you provided as well as your former subscription, **************** has been in contact with your directly and provided assistance to this matter. You were provided with documentation from our ****************** associated with refunds processed back to your credit card ending ****. Your feedback is being further reviewed and proper course of action will be taken, if required.
  
  Once again, sincere apologies for any inconvenience. If you would like any further assistance please contact **************** at ************.
  
  Thank you,
  ******
  Executive *****************

  Customer response

  01/27/2024

   
  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,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩