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:08/14/2024
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.
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
Date: 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 CenterCustomer Answer
Date: 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
Date:08/05/2024
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.
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
Date: 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 CenterCustomer Answer
Date: 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
Date: 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 CenterCustomer Answer
Date: 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
Date:07/04/2024
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 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
Date: 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 CenterCustomer Answer
Date: 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 Answer
Date: 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
Date: 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 CenterInitial Complaint
Date:07/02/2024
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.
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
Date: 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 CenterCustomer Answer
Date: 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
Date:06/14/2024
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.
No paper delivered in 12 weeksBusiness Response
Date: 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 CenterCustomer Answer
Date: 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
Date:05/22/2024
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.
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
Date: 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 CenterInitial Complaint
Date:05/12/2024
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.
Last July, 2023, I renewed by phone my subscription to the Sun Sentinel for one year as I have done for many years for Wednesday, Saturday and Sunday home delivery. I paid in full for the year and was told that my subscription would expire on August 22, 2024 ( one year from the renewal date). I recently received an email from the SunSentinel that my current subscription will expire on June 6th, 2024. That is two and one-half months early. I sent an email to Customer service questioning the error and received a reply that it is due to production cost increase. I was not told this upfront or I would not have paid a year in advance. The subscription cost is now also for production cost surcharge and not for the newspaper that I paid for. This charge should not be retroactive without advance warning. I feel I should have my full year subscription through August 22 plus two additional weeks for not having the paper delivered at all when there were carrier issues a few months ago. My account number is **********. I am forwarding to you attachments showing that I tried to resolve this but was unable succeed. I feel I should get what I paid for and was told I would receive at the time I paid. I am now forced to pay approximately $40.00 for the production costs that I understood i was paying for the delivered newspaper. I would appreciate it if you can resolve this matter. I am a senior citizen and my income is limited and I am on a budget and I feel this is not the way to do business. Thank you.Business Response
Date: 05/23/2024
May 23, 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 have been reviewed and it seems the additional charges associated with additional with the subscription shorten your original paid thru date. These additional costs, which shorten your paid thru date, are associated with the delivery surcharges reflected within your account disclaimers and Terms and Conditions. Criteria and details regarding these additional charges are noted on all our new start promotional offers, billing statements and any other correspondence. For more details and to view the Complete Subscriber Terms and Conditions please go to www.tribpub.com/tc. In the interest of fairness, due to the information provided I have processed an adjustment to your account which extended your paid thru date until August 22, 2024 as well as added two additional weeks further extending the account's paid thru date until September 6, 2024. Thank you for your feedback as proper course of action will be taken, if needed.
In the meantime, if you would like any additional assistance, please contact Customer Service at ************.Thank you,
******
Executive Resolution CenterCustomer Answer
Date: 05/23/2024
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
Date:05/09/2024
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.
Ordered a 7-day delivery and digital access from the Sun Sentinel on April 29th. Until this day, I haven't received a single copy from the newspaper. I called four times the help desk in the *********** and it seems they are not able to fix the problem. When I asked for a USA based contact, they couldn't give me one. So I was forced to buy the newspaper at the local grocery store for a much higher price.It is incredible that Tribune Publishing doesn't have a help desk in the *** who at least understands what people are saying. On top of it they complain that more and more people get away from newspapers, but then when you order one, they are not able to deliver.Business Response
Date: 05/24/2024
May 24, 2024
Our sincere apologies regarding any inconvenience or frustration associated with your 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. As per our conversation today, you have moved your delivery address to *******************, ************* FL 33334-1061 at this time. I have escalated your delivery concern to the local Distributor for further assistance regarding this matter. Customer Service will contact you next week to confirm your deliveries have been received to your satisfaction. Due to your feedback, I have adjusted the balance to credit for all the missed deliveries therefore extending your paid thru date accordingly.
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 CenterInitial Complaint
Date:04/22/2024
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 renewed my long-term subscription to the *************** Sun Sentinel newspaper with a six-month payment on February 27, 2024. I confirmed with my bank that the payment has cleared and provided the customer service supervisor with the bank confirmation number for the payment. Nonetheless, the Sun Sentinel has canceled my subscription for nonpayment. I have called repeatedly but cannot reach a customer service representative in ***************** (they're all in the ***********) and no one in the offshore customer service department can resolve the problem for me or access my billing records to locate the clearly misposted payment.Business Response
Date: 05/06/2024
May 6, 2024
Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with your Sun Sentinel home delivery subscription.
The information you provided within this BBB Complaint and your billing associated with your account is being reviewed and proper course of action will be taken, if needed. We appreciate your patience and understanding while we work towards a resolution. Customer Service has contacted you in order to obtain your proof of payment as well as processed a credit adjustment in the amount of $102.67 which would include the outstanding balance due with your recent payment. This credit adjustment would extend your paid thru date until September 2024.
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 CenterInitial Complaint
Date:04/20/2024
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.
I subscribe to the Sun Sentinel. At least once a week the wrong paper, usually the *************** is delivered. On two occasions the New ********* was delivered. I have called the paper numerous times, to no avail.i have asked to speak with someone regarding deliveryagin to no avail. The paper Lao comes much later than it is supposed to, but I deal with that, because I think I am towards the end of their delivery area. Thank youBusiness Response
Date: 05/03/2024
May 2, 2024
Our sincere apologies for any inconvenience or misunderstanding you have experienced associated with your 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. Your local Distributor has been advised of the wrong newspaper being delivered for your Apt 201 to ensure your weekly Sun Sentinel 7 day deliveries each week. 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 delivery complaints and credits but I have adjusted the account further of which extended your paid thru date an additional two weeks until May 19, 2024.
I tried to contact you by phone but reached your voice message. 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 CenterCustomer Answer
Date: 05/15/2024
The problem has been resolved thank you
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