Complaints

The 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:07/17/2022

  Type:Sales and Advertising Issues
  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 had signed up for sunsentinel over a year ago- they repeatedly raised my rates without notifying me. The most recent rate (116$/2 months) is over 4x the rate I agreed to, and higher than any published rates anywhere on the website- and well above any reasonable range for a newspaper. This is criminal. When I called- I cancelled the service after being pushed to accept new promotional rates- no refund offered- this is classic bait and switch- I would like to be refunded down at least to the highest published rates.

  

  Business Response

  Date: 07/29/2022

  July 29, 2022
  We wish to apologize for any inconvenience or misunderstanding that you might have experienced as a Sun Sentinel subscriber.

  
  Please be advised that all Sun Sentinel subscriptions are continuous as noted on all renewal notices and terms and conditions.  Renewal notices are sent four weeks in advance to allow sufficient time for our subscribers to stop or make any changes to their account.  After reviewing your account, it seems you are enrolled in our EZ Pay program and an advanced notice postcard was generated on July 7th reflecting the next promotional rate.  This weekly rate is discounted and has not been processed at this time due to your upcoming cancellation you discussed with Customer Service on July 17th therefore no refund would be applicable.  I have credit adjusted the account in the amount of $20.94 due to the payment not processing for the next **** cycle. Your cancelled home delivery account is currently reflective of a zero balance and your account will stop on August 16th as processed by Customer Service.

  
  I have left you a voicemail and will follow up with you in the next **** business days to review this information and provide any further assistance.

  
  If you have any other questions or need any further assistance, please contact the Sun Sentinel Customer Service Department at ************.

  
  Sincerely,
  ******
  Executive Resolution Center

• Initial Complaint

  Date:07/10/2022

  Type:Delivery Issues
  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.

  I have a subscription to the Sun Sentinel newspaper. I have not received delivery of the paper for over a week. Phone calls and texts accomplish nothing. Please help!

  

  Business Response

  Date: 07/21/2022

  July 21, 2022

  
  Please accept our sincere apologies for any ongoing frustration or inconvenience you have been experiencing with your missed Sun Sentinel Thursday thru Sunday Only newspaper deliveries.  Thank you for being a valued long-time 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, Customer Service has processed and escalated your missed delivery complaints and credit adjustments. Also, 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 August 5, 2022.  Please disregard the most recent **** received as another will be sent to you due to these adjustments on your account.

  
  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 in getting this matter resolved.  If you would like further assistance, you may contact our Sun Sentinel Customer Service Department at ************.
  
  Sincerely,
  ******
  Executive Resolution Center

  Customer Answer

  Date: 07/22/2022

   
  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,
  
  *******************************