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:12/19/2023

  Type:Customer Service 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 mail a letter with bill to cancel the service, I stop using EnterNet service but kept getting the newspaper. I call Sun Sentinel and ask why I am still getting the paper customer service said a letter does not serve as notice to cancel the service. I has to pay $143.00 to cancel, the whole reason I was cancelling the service is because I can't afford service. I am retired living on budget.

  

  Business Response

  Date: 01/02/2024

  
  January 2, 2024
  
  Our sincere apologies regarding any misunderstanding or inconvenience associated with your Sun Sentinel newspaper subscription.
  
  After reviewing the information you provided within this BBB complaint as well as your former account, ********************************************* stopped your subscription as well as processed a refund of $142.38 back to your credit card charged. This refund will finalized within the next ***** business days due to standard processing times. Also, be advised we do not accept written correspondance for cancellation requests so for any assistance please email or contact Customer Service directly at ************.
  
  Customer Service has contacted you directly by email of which you have acknowledged this resolution and provided satisfaction to this matter.
  
  Thank you,
  ******
  Executive *****************

  Customer Answer

  Date: 01/02/2024

   
  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:12/11/2023

  Type:Delivery 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 ordered the sun sentinel for 13 weeks and prepaid! after 7 weeks the sun sentinel notified me that my subscription had expired! i called them to let them know i prepaid for 13 weeks and only received 7 weeks. the representative told me they shortened my subscription to 7 weeks because of rising gas prices

  

  Business Response

  Date: 12/24/2023

  December 24, 2023

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

  Customer Service has been in contact with you to discuss the details of your account and provided the information as well as processed ****************** to your subscription. The ****************** extended your subscription paid thru date accordingly of which you requested to wait to restart delivery until ******* 2024.  

  Should you have any further questions or any further concerns, please do not hesitate to contact our Customer Service Department at ************.
  
  
  Thank you,  
  Katina 
  Executive Resolution Center 

• Initial Complaint

  Date:11/21/2023

  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.

  This is a delivery issue that remains unresolved, when I call to report this issue were promised a replacement that NEVER appears. If it were once or twice that would be ok but over the past few years Ive lost count of the times Ive called to report this,the typical response of were sorry and will contact delivery,youll receive a replacement soon never happens . My husband is totally disabled, one of his only enjoyments each day is reading the news to feel like hes still part of the community. Weve been loyal customers for over 30 years and simply want the service we pay for. Weve had a few elevator issues in the past but not the couple of dozen times we report the same bad service. Bottom line is if you say well get you a replacement and dont it makes for a sad day here with my husband. The promise of a one or two month credit means nothing, honesty and integrity should be the norm. Customer service should take presidents in every aspect of life. Help if you can, Im not holding my breath hoping for better results.

  

  Business Response

  Date: 12/05/2023

  
  December 5, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel home delivery subscription. Thank you and your husband for being long time valued Sun Sentinel readers and home delivery subscribers.
  
  The information you provided within this BBB Complaint 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, received after standard delivery times or redeliveries may sporadically be unavailable.  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 back onto your account. The last complaint processed on your subscription is dated November 24, 2023. Also, in the interest of fairness I have processed two additional weeks of delivery service as a courtesy for any inconvenience and appreciation of you continuing to be a valued subscriber.
  
  Should you have any further questions or any further concerns, please do not hesitate to contact our Customer Service Department at ************.
  
  
  Thank you,  
  Katina 
  Executive Resolution Center 
  
  
  
  
  

• Initial Complaint

  Date:11/07/2023

  Type:Billing 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 was finally able to get someone on the phone to cancel my subscription on 10/11/2023 after two months of getting charged for this hidden subscription. I cancelled, yet I was charged 10/13/2023 and currently see a charge pending for 11/13/2023. This company is a disgrace, when I requested to cancel this subscription the agent offered me several deals to continue but I denied. I was then treated rudely while the agent processed my cancellation. I am currently going to be charged for an UNAUTHORIZED payment. Sun Sentinel, why are you able to get me on a trap subscription through your app yet you make it extremely difficult to cancel it? I got charged for 3 months and about to get charged a 4th time totaling $63.84.Please stop making UNAUTHORIZED PAYMENTS to my credit card!!!!!! I already canceled on 10/11/2023!!!!

  

  Business Response

  Date: 11/20/2023

  
  November 20, 2023
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your former Sun Sentinel digital subscription. 
  
  After reviewing the information you provided and your account information, it seems that Customer Service has contacted you directly and assisted with your concern(s). Your account has been cancelled as requested with no further payment charges associated with your former subscription. Your feedback will be reviewed and proper course of action will be taken, if needed.
  
  Again, we apologize for any inconvenience caused and if you would like to restart your subscription, please do not hesitate to contact our Sun Sentinel Customer Service Department at **************.
  
  Thank you,
  ******
  Executive Resolution Center
  
  

• Initial Complaint

  Date:11/03/2023

  Type:Delivery 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 have a daily subscription to the Sun Sentinel. In the last two months they have missed delivery nineteen days. It's a waste a time to call in as they'll tell you they'll notifify the carrier to correct the problem, but never do. They deliver on Wednesday and Sunday, but not daily for what I have paid for. I can't imagine running a business like this and staying solvent.

  

  Business Response

  Date: 11/17/2023

  
  November 17, 2023
  
  Sincere apologies regarding for any inconvenience or frustration associated with your Sun Sentinel subscription. 
  
  Your account is being reviewed for the delivery concerns your provided within this complaint with your local Distributor. Please be advised since there are open routes causing delivery delays in your local delivery 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. Customer Service has processed missed delivery complaints and credits during your contact with them which has extended your paid thru date at this time.  Due to your feedback provided and in the interest of fairness, I have authorized an additional two weeks of delivery service credits which has extended your home delivery subscription paid thru date due to this circumstance. Your feedback you provided is being reviewed and proper course of action will be taken, if needed. 
  
  If you need any Should you have any further concerns, please do not hesitate to contact our Customer Service Department at ************.
  
  Thank you,
  ******
  Executive Resolution Center
  
  
  
  
  

• Initial Complaint

  Date:10/22/2023

  Type:Customer Service 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.

  Sun Sentinel is locking me out of their Web Site and I am a paying customer !!!!

  

  Business Response

  Date: 11/01/2023

  
  November 1, 2023
  
  Our sincere apologies for any misunderstanding or frustration you have experienced associated with your Sun Sentinel digital subscription.
  
  After reviewing your feedback and your account, ********************************************* has been in contact with you directly on October 23, 2023 and provided assistance. Customer Service did confirm with you that when you updated the *** version then you could access the digital without any restrictions.
  
  Thank you for your patience and understanding regarding this matter. If you would like any additional assistance, please contact the Sun Sentinel Customer Service at **************.
  
  Thank you,
  ******
  Executive Resolution Center
  

• Initial Complaint

  Date:10/18/2023

  Type:Delivery 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 have a subscription for home delivery of the paper that was through Jan 16, ****. I was on a vacation hold while I moved. I have been trying to restart my subscription for over a week now. I called them when my paper was not delivered on October 8. 11, 13, 15 and I am on hold with them again, today, October 18. Each time I speak to them, they tell me not to worry and my Sunday, Wednesday, Friday subscription will restart on the next available date. And that date rolls around and no paper. This has been going on for over a week. I'm sick of calling them.

  

  Business Response

  Date: 10/30/2023

  
  October 30, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel home deliveries.
  
  Your account is being reviewed for the delivery concerns your provided within this complaint to your local Distributor. Please be advised since there are open routes causing delivery delays in the area at this time therefore your Wednesday, Friday and Sunday 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.

  Customer Service has processed missed delivery complaints and credits during your contact with them. Your feedback you provided is being reviewed regarding your deliveries not restarting after your vacation hold processed and proper course of action will be taken. Also, due to the missed deliveries processed, your paid thru date has been escalated accordingly. Customer Service will be contacting you directly within the next **** business days to provide further assistance and confirm if your deliveries were received on your scheduled delivery days of Wednesday, Friday and Sunday. 
  
  Should you have any further concerns, please do not hesitate to contact our Customer Service Department at ************.

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

  
  

• Initial Complaint

  Date:09/09/2023

  Type:Service or Repair 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.

  This is another company using predatory practices to trick you into signing up thinking you can cancel at any time. You cant. I have to call them only a small time window of business hours even for a digital subscription. Theres no other way to cancel. Its difficult to reach someone. Its not ok to trap people like this. You could easily make this managed by the subscriber online like every other subscription company.

  

  Business Response

  Date: 09/21/2023

  
  September 21, 2023
  
  Our sincere apologies regarding any inconvenience or frustration associated with your Sun Sentinel digital subscription.
  
  After reviewing your former account and the information provided within this BBB Complaint it seems that Customer Service has provided assistance cancelling your subscription effective September 20th after several emails and calls to you to discuss your concern and provide assistance. Your feeedback is being reviewed and proper course of action will be taken, if needed.
  
  If you would like any additional assistance, concerns or would like to restart your accouny, please contact the Sun Sentinel Customer Service Department at ************ during our business hours Monday thru Friday 7:00 a.m. thru 5:00 p.m., Saturday and Sunday 7:00 a.m. thru 12 noon. Holidays hours may vary.
  
  Thank you,
  ******
  Executive *****************

• Initial Complaint

  Date:08/31/2023

  Type:Product 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 never signed up for for Sun Sentinel newspaper. I do not know how it started. Once I noticed, about 5 months later, I went on their website and cancelled the subscription. I was billed again and called customer service and they told me it wasnt cancelled. So they cancelled it (again) and I asked for a refund and they refused and were rude and unapologetic. I mailed them bank statements and wrote them that I had no email receipts of the subscription but they still refused to give me even a partial refund.

  

  Business Response

  Date: 09/14/2023

  
  September 14, 2023
  
  Our sincere apologies regarding any misunderstanding or frustration associated with your former digital Sun Sentinel subscription.
  
  After reviewing your concern and information reflected on your former digital subscription, it seems a digital order was received from our subscribe offers available online of which at that time the customer is required to input their credit card information for billing as well as agree to the disclaimers and our Terms and Conditions. Due to this new start received, a digital subscription was created and billing processed as designated by the subscriber. Due to our no refund policy, your cancellation request was handled by Customer Service effective August 6th during your contact preventing any further payments to be processed but does not back date any credits or refund payments as the digital online access is available during that time frame. Your feedback is being reviewed by our ***************** and proper course of action will be taken, if needed. 
  
  Once again, our sincere apologizes for any misunderstanding. If you would like any further assistance, please contact our Sun Sentinel Customer Service Department at ************.
  
  Sincerely,
  ******
  Executive Resolution Center
  
  
  
  

• Initial Complaint

  Date:08/29/2023

  Type:Product 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 paid in full for a 1 year home delivery subscription. I received the paper for 5 months. I subsequently received a bill almost equal to what I paid for a years subscription.I called customer service (offshore) and was told it was a surcharge I could pay it or stop receiving the paper. I asked for a refund and was told they wouldnt do that.I asked that they live up to their contract and cancel the subscription when the contract ends. They wouldnt do that either.I want a REFUND for the balance of the contract that they didnt perform.They have NO US customer service person to speak with.I do have a copy of the contract if it is necessary.Thank You in advance for your help.*****************************

  

  Business Response

  Date: 09/11/2023

  
  September 11, 2023
  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your Sun Sentinel subscription.
  
  After reviewing your concern and information reflected on your home delivery account, ********************************************* did provide assistance to your billing circumstance of which your paid thru date was extended due to your feedback.  Once again, please be advised that the delivery surcharges are part of the disclaimers as well as reflected on our Terms and Conditions on all bill statements and coorespondence.  As per our conversation, this information was discussed and your feedback is acknowledged regarding the additional charges which would shorten your paid thru date on your promotional subscription.
  
  Your feedback regarding your customer experience is being reviewed and proper course of action will be taken, if needed.

  Once again, our sincere apologizes for any misunderstanding. If you would like any further assistance, please contact our Sun Sentinel Customer Service Department at ************.
  
  Sincerely,
  ******
  Executive Resolution Center