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:04/24/2023

  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.

  I have been calling repeatedly the Sun Sentinel customer service department relative to my online subscription to the daily paper. For over 4 weeks I have been calling relative to the "paywall" which prevents access to the paper. I have tried multiple browsers and have made several attempts to remedy the problem with the online customer service personnel. The service with this group has been absymal. They say they will fix the problem and call me back and email me to no avail. Only once did they write back and provide me with a new URL that worked only for that one day. By far the worst customer service team out there.

  

  Business Response

  Date: 05/08/2023

  
  May 8, 2023
  
  Sincere apologies for any inconvenience or frustration associated with your Sun Sentinel digital access.
  
  After reviewing the information you provided within this complaint and your subscription, it seems Customer Service did assist you with your inability to access your digital due to the paywall concern on April 26th. Customer Service will follow up with you again within the next 5-7 business days to see if any further assistance is needed.
  
  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:04/14/2023

  Type:Billing 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.

  We had a dispute regarding balance owed upon subscription termination. Their customer service ***** agreed that amount owed on 3/27/23 was $90.00 which I promptly paid. On 4/11/23, I received another bill for $46.03 even though no services were rendered after January 2023. Phone call gives no insight into what has changed and why they are not abiding by agreement. I believe this to be systemic problem within their subscription *****

  

  Business Response

  Date: 04/19/2023

  
  April 19, 2023
  
  Please accept our sincere apologies for any misunderstanding or frustration you have experienced associated with your former Sun Sentinel subscription.
  
  After reviewing the information you provided as well as researching your former account, it seems Customer Service made an credit adjustment in the amount of $130.00 at the time you made that payment of $90.00 to your subscription. The remaining balance was from bill dates 1/09/2023 -1/24/2023 in the amount of $43.45.  Due to the information you provided, I have made another credit adjustment for the remaining balance therefore no further payment is due at this time. Please disregard any further bill statements regarding this matter.  Your feedback will be reviewed and proper course of action will be taken, if needed.
  
  Once again, sincere apologies for any inconvenience. If you have any questions or need any further assistance to restart your subscription, please contact the  Sun Sentinel Customer Service Department at  ************.
  
  Sincerely,
  ******
  Executive Resolution Center
  

  Customer Answer

  Date: 04/20/2023

   
  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:04/08/2023

  Type:Service or Repair 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 digital only subscription that Sun-sentinel has blocked. Trying to force me to pay for a delivery + digital subscription. Tried to manage subscription online but only options are for long ago canceled subscriptions. Called SS, but they didn't fix problem. After an hour on the phone, told them to cancel my digital subscription. They did (maybe) effective September 5, 2023, but I still have no access. I either want my money back because they are not providing the service they sold me, or I want access until the September 5th cancellation date. I also want verification they canceled my autopay because I don't trust that they did it.

  

  Business Response

  Date: 04/19/2023

  
  April 19, 2023
  
  Please accept our sincere apologies for any inconvenience or frustration you have experienced associated with your Sun Sentinel digital subscription.
  
  As per our phone conversation, you have confirmed that you are able to access and read your Sun Sentinel eNewspaper online with no further issues and not receiving the paywall any longer.  We discussed the reason for your circumstance that another gmail email address was activated to your account which has been corrected. Also, confirmed that your account was removed from our automated payments and a cancellation had been processed by Customer Service effective September 6, 2023.  Customer Service applied a special offer which further extended your paid thru date until September 5, 2023. Your feedback is being reviewed regarding your customer experience and further action will be taken, if needed.
  
  Once again, sincere apologies for any inconvenience. If you have any questions or need any further assistance to continue your subscription, please contact the  Sun Sentinel Customer Service Department at  ************
  
  Sincerely,
  ******
  Executive Resolution Center
  
  

  Customer Answer

  Date: 04/23/2023

   
  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:04/05/2023

  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.

  For years we regularly received the Sun Sentinel by 6 am, before going to work. For the last 5 months, since the delivery person changed, we either receive no paper or receive it mid-day. Frequent calls to the service center have not helped. I assume when we dont get it that the carrier just throws it away. This is a terrible way to run a business-including a call center that does nothing. ***********************, Fountainhead 9c.

  

  Business Response

  Date: 04/19/2023

  
  April 19, 2023
  
  Please accept our sincere apologies regarding any inconvenience or frustration associated with your former Sun Sentinel home delivery subscription.
  
  Your Sun Sentinel subscription is continuing to be reviewed and Customer Service has been in contact with you regarding the delivery concerns you had experienced. Due to open routes and Production concerns causing delivery delays in the area at this time, your deliveries could have been 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 adjusted your account with your outstanding balance in the amount of $86.88 due to your newspaper delivery credits therefore no further balance is due at this time. Please disregard any bill statements you had received. Also, your account will be monitored for any further payments and a refund will be processed. This refund check will follow our return check processing procedures and may take up to 6 weeks to be received. 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 account, please do not hesitate to contact our Customer Service Department at ************.
  
  
  Thank you,
  ******
  Executive Resolution Center
  

• Initial Complaint

  Date:03/25/2023

  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.

  Long time subscriber of 2 subscriptions, one for me, and one for my son. After years of billing rates changed, without notice and to significant amounts per subscription - e.g. one was ~$50/month, while the other rose to close to $80 per month - and repeated calling to customer service and being assured that the rates would be corrected without anything changing, I decided to cancel both subscriptions, which I was assured would be canceled within 48 hours. ALL MONTHLY SUBSCRIPTION CHARGES WERE DIRECTLY BILLED TO MY CREDIT CARD. Yet, after canceling, I received 2 bills totaling $251.66, claiming an unpaid balance. How is there an unpaid balance when they direct bill my credit card?

  

  Business Response

  Date: 04/07/2023

  
  April 7, 2023

  
  Our sincere apologies regarding any inconvenience or misunderstanding associated with your and your son's Sun Sentinel subscriptions.
  
  Thank you for speaking with Customer Service to discuss and explain your billing and standard procedures in place for your and your son's subscriptions. Both accounts has been cancelled and an email confirmation with the final invoice has been forwarded to your email address as per your request.  Your feedback  has been notated and forwarded. 
  
  Should you have any further concerns or would like to restart your subscription(s) , please do not hesitate to contact our Customer Service Department at ************.
  
  
  Thank you,
  ******
  Executive Resolution Center

• Initial Complaint

  Date:03/18/2023

  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 pay around$98 on the first of the month by credit card automatic payment to the sun sentinel newspaper. Since the 13th, I have not been getting a news paper. I call every day and talk to supervisors They assure me that I will get a paper. I do NOT get a paper. This is like talking to a wall. They have a problem and no one attempts to fix it. This is beyond frustrating. It is total incompetence on their part

  

  Business Response

  Date: 03/30/2023

  
  March 30, 2023
  
  Our sincere apologies regarding any inconvenience or frustration associated with your Sun Sentinel newspaper subscription.
  
  
  The information you provided within your BBB Complaint is being reviewed regarding your delivery concern with your local Distributor for resolution.  The Delivery Contractor has been notified to monitor your account to ensure that your newspaper arrives as expected on your scheduled delivery days and as close to the standard delivery time, as possible.  Currently, there are delivery delays in the area at this time due to Open Routes and Production delays that your deliveries may be missed or received after standard delivery times.   After reviewing your account, your missed delivery credits have been processed which have extended your paid thru date accordingly. I have tried to contact you by phone but reached your voicemail to discuss further and advise I have processed additional credit for your missed delivery circumstance. Customer Service will follow up with you next week to confirm receipt of deliveries or proper delivery expectation. We appreciate your patience and understanding while we work towards a resolution to your delivery concerns in your area. For our gratitude, I have processed an additional two weeks of credits onto your subscription which has extended your paid thru date accordingly.
  
  
  Once again, sincerest apologies involving your Sun Sentinel deliveries.  Should you have any further questions or delivery concerns regarding your home delivery account, please do not hesitate to contact our Customer Service Department at ************.
  
  
  Thank you,
  ******
  Executive Resolution Center
  
  
  
  

• Initial Complaint

  Date:03/08/2023

  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.

  Sun Sentinal does not deliver the newspaper as promised. Delivery was missed yesterday, March 7. I called the Sun Sentinal 9 AM to inform them and they promised they would re deliver later in the day. I never got that paper, either.Today, March 8, again, no paper. This is a reoccurring problem, as I had the same kind of delivery issue in January.

  

  Business Response

  Date: 03/21/2023

  
  March 21, 2023
  
  Our sincere apologies regarding any inconvenience or frustration associated with your Sun Sentinel home delivery subscription.
  
  Your account is being reviewed due to your missed delivery concerns and will be addressed with your local Distributor. Due to 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 you have been contacting Customer Service directly, your missed delivery credits have been applied back to your account therefore extending your paid thru date accordingly. The last missed delivery complaint processed onto your subscription is dated March 8, 2023. For our gratitude for being a valued Sun Sentinel subscriber, I was able to authorize a credit adjustment which would extend your paid thru date on your home delivery account.
  
  Once again, sincerest apologies involving the Sun Sentinel deliveries.  I tried to contact you by phone but reached your voicemail. Should you have any further concerns , please do not hesitate to contact our Customer Service Department at ************.
  
  
  Thank you,
  ******
  Executive *****************

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19555837
  
  I am rejecting this response because: I am waiting to talk to ******. I have questions about billing and missed papers. I also have questions about the Sentinals policy to offer a later delivery if paper is missing.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/05/2023

  
  April 5, 2023
  
  Once again, sincere apologies regarding any inconvenience or frustration associated with your Sun Sentinel home delivery subscription.
  
  Thank you for speaking with me today in order for me to discuss and explain your billing and missed delivery procedures in place for your home delivery subscription currently.  Your feedback during our conversation has been notated and forwarded. You also confirmed that you have been receiving your newspapers every day as scheduled.
  
  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:03/03/2023

  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.

  My paper is not delivered.I am always complaining but to no avail.very frustrating

  

  Business Response

  Date: 03/20/2023

  
  March 20, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Wednesday thru Sunday Sun Sentinel home deliveries.
  
  Your account is being reviewed due to your missed delivery concerns and will be addressed with your local Distributor. Due to 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 you have been contacting Customer Service directly, your missed delivery credits have been applied back to your account therefore extending your paid thru date accordingly. The last missed delivery complaint processed onto your subscription is dated March 3, 2023. For our gratitude for being a valued Sun Sentinel subscriber, I was able to authorize a credit adjustment which would extend your paid thru date on your home delivery account until June 2, 2023.
  
  Once again, sincerest apologies involving the Sun Sentinel deliveries.  I tried to contact you by phone but reached your voicemail. Should you have any further concerns , please do not hesitate to contact our Customer Service Department at ************.
  
  
  Thank you,
  ******
  Executive Resolution Center
  
  

  

  Business Response

  Date: 03/20/2023

  
  March 20, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Wednesday thru Sunday Sun Sentinel home deliveries.
  
  Your account is being reviewed due to your missed delivery concerns and will be addressed with your local Distributor. Due to 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 you have been contacting Customer Service directly, your missed delivery credits have been applied back to your account therefore extending your paid thru date accordingly. The last missed delivery complaint processed onto your subscription is dated March 3, 2023. For our gratitude for being a valued Sun Sentinel subscriber, I was able to authorize a credit adjustment which would extend your paid thru date on your home delivery account until June 2, 2023.
  
  Once again, sincerest apologies involving the Sun Sentinel deliveries.  I tried to contact you by phone but reached your voicemail. 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:02/23/2023

  Type:Product 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.

  My mother in-law was coming to visit us on 2/21/2023. She likes to read a printed paper.I have an e-edition account with the Sun Sentinel. I have no issues with that functionality. I called the Sun on 2/17 to get a printed copy daily starting immediately and ending in the middle of March after she leaves. I spoke with a person at the Sun who did what she needed to do and told me the first paper would arrive Friday morning, 2/18/2023.It is now 2/23 and I have not received a single paper. I have called the Sun 4 times and each time they claim to be escalating the issue. Nothing happens, no call, email, text, smoke signal, NOTHING. I sent an electronic complaint to them and still received nothing in return.During my last call, I talked with the same person for the 4th time. She has a rather distinct Asian accent. I asked to speak with a supervisor because it was obvious I was getting nowhere with this person. I was on hold for a bit, then sent to a supervisor. This supervisor had the exact same accent, same sound to her voice. I hate to say, but I think I was talking to the same person.So here I am, 1 week later, not a single paper has been delivered. It appears to me that the people at the Sun Sentinel could care less about me. This is sad.

• Initial Complaint

  Date:02/21/2023

  Type:Order 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.

  Starting 2/17/23 thru 2/21/23 the Sun Sentinel has failed to deliver the newspaper. The company has a record of my phone calls from ***********.

  

  Business Response

  Date: 03/02/2023

  
  March 3, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel home deliveries.
  
  Your account is being reviewed due to your missed delivery concern(s) and will be addressed with your local Distributor. Due to 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 you have been contacting Customer Service directly, your missed delivery credits have been applied back to your account therefore extending your paid thru date accordingly. For our gratitude for being a valued Sun Sentinel subscriber, I was able to authorize a credit adjustment which would extend your paid thru date on your home delivery account accordingly.
  
  Once again, sincerest apologies involving the Sun Sentinel deliveries.  Should you have any further concerns , please do not hesitate to contact our Customer Service Department at ************.
  
  
  Thank you,
  ******
  Executive *****************