Complaints
Customer Complaints Summary
- 109 total complaints in the last 3 years.
- 25 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:11/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On October 26th your delivery of the morning paper stopped. I called every day for three weeks talking to a supervisor who told me I woud get the paper that day and the days after. All lies. After 3 weeks I started receiving the paper every morning. This lasted for a week. I started calling again. Now I was told there was a problem with the carrier and that I was not the only customer calling. They had another carrier that woud deliver the paper. It has been another week of promises. Still NO PAPER. I called today about no paper and both the customer service rep and the supervisor hung up on me. Your services are HORRIBLE. Your customer service people are HORRIBLE. Half the time you can not understand them. You should go out of business or get people who know the business and can handle circulation. If you can't do your job, QUIT
Business Response
Date: 12/09/2022
December 9, 2022
Our sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel home deliveries.
Your account is being reviewed for the delivery concerns by your local Distributor. Since there are open routes and Production concerns causing delivery delays in the area at this time, 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. As of your Customer Service contact on December 2nd, it seems you cancelled your subscription. I have adjusted any remaining balance on your account due to the feedback you provided so please disregard any billing statements. Also, your feedback regarding your customer experience is being reviewed and proper course of action will be taken, if needed.
Once again, sincerest apologies involving the Sun Sentinel deliveries. Should you have any further concerns or would like to restart your home delivery account, please do not hesitate to contact our Customer Service Department at ************.
Thank you,
******
Executive Resolution CenterInitial Complaint
Date:11/09/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Beginning August 2022 I began my process of trying to cancel my membership at sun-sentinel.com for an 'enewspaper'. I first navigated through account management online to attempt to submit my cancellation request. This was not possible on the website and I was directed to a phone number.I have reached out to their provided phone number for cancellations ************** more than I care to continue to attempt and I have yet to see any positive result.After not seeing any results and continuing to see my credit card charged, I resorted to plugging in a $0 privacy.com credit card into my online account to attempt to cease the warrantless billing.Since having to resort to the empty card tactic, I have received 16+ phone calls from the "Sun Sentinel ******************* *************. Each time I answer, I speak very clearly that "I wish to cancel my service / have already cancelled many times" and they continue to beg me for my "new card number" and provide various excuses in an effort to win me back as a customer to which I always communicate "no, I do not want to keep my service".I regret trying to support their journalism and can not recommend anyone do so either. They intentionally refuse to offer any online/email/automated phone cancellation and instead underpay phone agents who can not understand or refuse to process your cancellation.My online account says I owe ($0.00) yet the "finance department" now claims I have a balance of $15. If this goes to collections there will be a small claims case in addition to this BBB filing.Business Response
Date: 11/20/2022
November 20, 2022
Our sincere apologies for any frustration or misunderstanding associated with your former Sun Sentinel digital subscription.
After reviewing your cancelled subscription, it seems your digital account was cancelled by Customer Service from your email contact on November 10th which terminated this account effective November 11th. No other notations for cancellation were reflected on this subscription. Due to the information provided within this complaint, I have adjusted the outstanding balance in the amount of $30.18 which would be from bill dates September 19th thru November 10, 2022. No further balance is remaining on your cancelled subscription at this time.
Again, we apologize any inconvenience this has caused. Your feedback regarding your customer experience is being reviewed and proper course of action will be taken, if needed. If you need any further assistance with your digital subscription, please contact our Sun Sentinel Customer Service Department at ************.
Thank you,
******
Executive Resolution CenterInitial Complaint
Date:11/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I don't know how this business gets away with the harassing emails. I literally get 3 emails a hour 24 hours a day from this news paper. I have unsucribed dozens of times they continue ro fill up my business email quota twice a week. I have called and was told they would remove me almost 10 days ago. Noone does it. I am going insane it goes to my junk n half rhe time but I am convinced they have hacked a way to get around junk filters. It's literally traumatizing meBusiness Response
Date: 11/18/2022
November 18, 2022
Our sincere apologies for any inconvenience or frustration you have experienced with the inability to get all emails to stop or any correspondence associated with your former Sun Sentinel subscription.
I have forwarded your contact information to be unsubscribed and removed from our records. Please allow ***** business days to finalize the removal of this information from our system. I will expedite this request due to the information you provided within this complaint.
Once again, our sincere apologizes for this concern. If you would like any further assistance, please contact our Sun Sentinel Customer Service Department at ************.
Sincerely,
******
Executive Resolution CenterInitial Complaint
Date:10/31/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Since July 1, 2022 my 90 year old grandfather has not be receiving his newspapers. However, he is being billed on auto-pay every 2 months including the delivery fee. He lives on the 3rd floor of a condo and cannot walk really well. His subscription is set up to have the paper delivered to his door. He has not had one delivery to his door since July. I fear that he may fall trying to retrieve the paper if it is even delivered to the first floor. Who should be held accountable if he does fall? I've contacted the company numerous times and got no solid resolution.Business Response
Date: 11/08/2022
November 8, 2022
November 8, 2022
Please accept our sincere apologies for any frustration or inconvenience you have experienced with the delivery service and billing for your grandfather's Sun Sentinel newspaper subscription.
After reviewing the information you provided within this complaint, I was unable to locate an account for your grandfather therefore I have called and emailed you directly to obtain his delivery address so I may assist with his delivery and billing concerns.
In the meantime, If you would any other assistance, please do not hesitate to contact me directly at the email address I provided to you or the Sun Sentinel Customer Service Department at ************.
Sincerely,
******
Executive Resolution CenterInitial Complaint
Date:10/20/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Stopped Chicago tribune in oct 2022. Moved to Florida. Ordered sun sentenal for 7 spent days. days for 6 months. Never received. Paper. Spent one hour on phone also with a supervisor did not resolve problem. Told me to call back in two weeks. Customer service is uselessBusiness Response
Date: 11/03/2022
November 3, 2022
Our sincere apologies for any frustration or misunderstanding associated with the Sun Sentinel.
After reviewing your personal and address information, no active accounts are reflected in our system nor record of your contact. I have contacted you by phone in order to provide further assistance but you had disconnected the call therefore I could not probe in order to obtain additional information to start an account.
Again, we apologize any inconvenience this has caused. Your feedback regarding your customer experience is being reviewed. If you would like any further assistance with starting a subscription,please contact our Sun Sentinel Customer Service Department at ************.
Thank you,
******
Executive Resolution CenterInitial Complaint
Date:10/03/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Just trying to cancel serviceBusiness Response
Date: 10/13/2022
October 13, 2022
Our sincere apologies for any frustration or inconvenience associated with your Sun Sentinel newspaper subscription.
Customer Service contacted you and cancelled your account effective October 9,2022 as well as adjusted the outstanding in the amount of $6.03. You declined any other offers to restart at this time. Please disregard any bill statements or correspondence you may receive for your former subscription as there is no longer has any outstanding balance at this time.
If would like any further assistance or to restart your home delivery subscription, please contact the Sun Sentinel Customer Service Department at ************.
Thank you,
******
Executive *****************Customer Answer
Date: 10/14/2022
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
Date:09/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a home delivery customer of the Sun Sentinel for decades. Within the last year things have slowly gotten worse. Meaning late newspapers no newspapers and no explanation. I have not received the Saturday paper three times in the last two months. Each and every time I call customer service, they apologize and tell me it will be delivered the same day. Not the case. I can n on Sunday and they say it will be delivered with the Sunday paper. Not the case. I call on Monday and they apologize and credit my account. I DO NOT WANT A CREDIT. I WANT MY SATURDAY PAPER. I then ask for a supervisor in the delivery department to contact me. Never happens. Last Sunday the delivery driver there my paper so hard he broke my security sign. Thankfully I have cameras showing the entire thing. I will be sending this video to the news since they love showing **** Amazon, and ***** drivers doing damage. The reason that I'm filing a complaint is that I have sent a customer service email to them and have heard nothing. All I wanted was for a supervisor to contact me and resolve the paper issue and the sin issue. After TEN calls to customer service and three emails, no call yet. Meanwhile, they ASSURE me each and every time that I will be contacted/. I will also be posting my review and video on all social media platforms. This can't continue. Why offer a service you cannot deliver? Can't even offer an excuse. I need my sign replaced (account credited) and my Saturday paper delivered each and every Saturday on time. I also expect a call from a supervisor in delivery. I will also be contacting the corporate office. Please advise any resolution if you hear from them. Not likely! Thank You.Business Response
Date: 09/12/2022
Hello,
I completely understand your frustration about your paper delivery. I have forward your home address to our ** Regional Distribution Director and the issue should be rectified. Please let me know if you have any further issues.
Sincerely,
***************************
Sun Sentinel
************Initial Complaint
Date:09/03/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
No SunSentinel delivery. I have paid for delivery through a credit card. The customer service is useless, they promise a late delivery but it never happens. Also Im promised a credit when I call the second time, that has not happened. I am a long time customer. Do I need to cancel ?Business Response
Date: 09/12/2022
Hello,
I completely understand your frustration about your paper delivery. I have forward your home address to our ** Regional Distribution Director and the issue should be rectified. Please let me know if you have any further issues.
Sincerely,
***************************
Sun Sentinel
************
Initial Complaint
Date:08/16/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My complaint concerns delivery problems and the neglect in fixing the problem.Our Sun Sentinel carrier was changed as of July 25,2022. Since that time there have had constant problems : 7/25,26, 8/01 ,08 and 08/15 papers were not delivered . July 31 received wet,08/02 wet, 08/09 wet.With the exception of August 15, I have dutifully contact the delivery department about the problem. Also on August 9th I registered a written complaint direct to the paper.I have been told by two different supervisors, ***** and **** ,respectively ,at the out of country call center that credits were in place on my account.August 15 I received my subscription renewal notice without explanation or credit given.The information on subscription prices is complicated. I would like the paper to address and correct my delivery problem ,issue me the credits I deserve and let me know the actual price of the daily print editions and the Sunday print additions that I am paying for minus digital ,which I never use.This complaint would not have been necessary if the Sun Sentinel had a department where in a live representative familiar with delivery and subcrition costs could clarify and correct problems.Business Response
Date: 08/30/2022
August 30, 2022
Our sincere apologies for any frustration or inconvenience associated with your Sun Sentinel newspaper deliveries.
Your delivery concerns and feedback regarding your Sun Sentinel deliveries are being reviewed with your local Distributor for resolution. They have reached out to the Delivery Contractor to check on your account to ensure that your newspaper arrives as expected on your scheduled delivery days. They have responded that as there are delivery delays in the area at this time that your deliveries may be missed or received after standard delivery times. Thank you for your patience and understanding while we work towards resolving the delivery concerns in your local delivery area.
After reviewing your subscription, your delivery complaints and credits have been processed and escalated by Customer Service.For our gratitude for being a valued subscriber, I have adjusted and extended your account for an additional two weeks of delivery service which has extended your paid thru date until September 26, 2022. Also, it has been authorized a one-time rate adjustment which will be reflected on your next billing statement.
Customer Service will contact you within the next **** business days to ensure your deliveries are being received to your satisfaction.
Again, we apologize any inconvenience this has caused. If you need any further assistance with your home delivery subscription, please contact our Sun Sentinel Customer Service Department at ************.
Thank you,
******
Executive *****************Customer Answer
Date: 08/30/2022
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
Date:07/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I dont even know where to begin At this point Im ready to give up. I have been a home delivery customer of the Sun Sentinel for decades. Within the last five years things have slowly gotten worse. Meaning late newspapers no newspapers and no explanation. The last two weekends when I get my paper Thursday through Sunday I got no paper on Thursday I got both Thursday and Friday paper late on Friday I got no paper on Saturday and I got Saturday and Sundays paper on Sunday. This cant continue. As a working adult I also need to receive the paper before 8:30 in the morning on a weekday which is never the case. Ive tried to ride the waves of their service over the years but this is just gotten to be ridiculous. Why offer a service you cannot deliver? Cant even offer an excuse.The reason that Im filing a complaint is that I have sent a customer service email to them and have heard nothing.With my new **** in hand its pretty obvious that I need to stop the pseudo service I am receiving , as each new **** that I receive rises monetarily with less and less service. Please advise any resolution if you hear from them.Thank You.Business Response
Date: 08/04/2022
August 4, 2022
Please accept our sincere apologies for any ongoing frustration or inconvenience you have been experiencing with your ongoing Thursday thru Sunday delivery concern Sun Sentinel newspaper deliveries. Thank you for continuing to be a valued Sun Sentinel subscriber.
Your delivery concerns regarding your missed deliveries are currently being reviewed with your local Distributor. Please be advised there are currently open routes and Production concerns causing ongoing delivery delays in the area at this time therefore your deliveries may be missed or received after standard delivery times. We appreciate your patience and understanding while we work towards a resolution to your delivery concerns in your local delivery area.
After reviewing your subscription, I have processed additional credit adjustments and escalated further due to the information you provided within this complaint. Please disregard any billing statements you have received at this time. For our gratitude for being a valued subscriber, I have adjusted additional missed delivery credits and extended your account for an additional two weeks of delivery service which has extended your paid thru date until September 3, 2022.
Customer Service will contact you directly within the next **** business days to follow up on your Sun Sentinel deliveries as your customer satisfaction is of our utmost importance.
Again, we apologize for any inconvenience this has caused and appreciate your patience as we work towards a resolution in getting the delivery delays in your local area resolved. If you would like further assistance, you may contact our Sun Sentinel Customer Service Department at ************.
Sincerely,
******
Executive Resolution Center
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