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:02/20/2023

  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.

  Have not received home delivery of paper for three days in a row. No help from 'customer service rep' call center. Aside from the 3 consecutive days of missed delivery this weekend, we average about 4 missed deliveries per month. Is this a deliberate strategy to wean people away from home delivery to online only? It is unconscionable to me that this matter is so flippantly regarded in light of how much we pay for home delivery. How are we supposed to monitor 'credits' to our account for these missing delivery dates?

  

  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 and late 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. Thank you for your most recent payment. 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 May 18, 2023.
  
  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 *****************

  Customer Answer

  Date: 03/05/2023

   
  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:02/14/2023

  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 Started a new subscription 1/23/23 to date I did not receive 3 newspapers. I call and I am told there is a production problem. But, their newspapers are being sold daily at Publix.

  

  Business Response

  Date: 02/27/2023

  
  February 27, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel home deliveries and former subscription.
  
  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 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.  Customer Service has been in contact with you and no further complaints have been processed since February 14, 2023.
  
  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 Resolution Center

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19401328
  
  I am rejecting this response because: customer service has not been in touch with me when I phone I am routed to *************** their English is their second language I'm missing three papers I want to make sure I am given appropriate credit for the missing papers this is no way to run a business it's very inferior
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/10/2023

  
  March 10, 2023
  
  Once again, sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel home deliveries and former subscription.
  
  Your account is continuing to be reviewed for the delivery concerns your provided within this complaint to your local Distributor. Please be advised 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.  Customer Service has been in contact with you and processed the additional credits which have extended your paid thru date until February 6, 2023. Your last payment processed was last year dated January 31, 2022.
  
  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 *****************

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19401328

  
  
  I am rejecting this response because:
  Your dates are wrong

  I started my subscription 1/23/23

  13 weeks. Do you people know how to count?
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/13/2023

  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.

  I have been overcharged by the SunSentinel since October 2019 for a total of $747.25 via autodraft, as documented in my bank account. The Sun Sentinel has a record of these charges:Oct 2019 - $7.93 Nov 2019 - March 2020 - $7.96/mo April 2020 - May 2021 - $15.96/mo June 2021 - June 2022 - $27.72/mo July 2022 - Dec 2022 - $15.96/mo Jan 2023 - $19.96 In addition to the above charges, I was charged $7.99/month since October 2019 for the same digital subscription for a total of $319.60. The Sun Sentinel says they do not have record of these charges. I have every single receipt and a record in my bank account of these separate $7.99 charges. One receipt is attached to this complaint.In total, I paid the Sun Sentinel twice for the same subscription for a total of $1066.85.Multiple times, I have attempted to resolve this with the Sun Sentinel, but I am constantly transferred to an overseas call center. I am promised a call backs / a resolution, but no one ever calls me back or helps me. Nor do they respond to my emails. They indicate that they have no record of the two separate charges each month. I have even emailed them documentation, but no one can help me. I am seeking a refund for the $747.25. My account # is **********.

  

  Business Response

  Date: 03/09/2023

  
  March 9, 2023
  
  Our sincere apologies regarding any misunderstanding or frustration associated with your former Sun Sentinel digital subscription. 
  
  After reviewing the information you provided within the BBB Complaint as well as your former digital subscription, it seems you had another digital subscription thru Apple which is billed separately through that company.  Your separate Apple account is not associated with your direct Sun Sentinel digital subscription you had with our company therefore we cannot refund those charges as they are not duplicate charges. You were billed thru Apple for their account and Sun Sentinel for another digital account. This was discussed with you by Sun Sentinel Customer Service to provide you with the proper expectation for a refund regarding your bill concern and request of refund. In the interest of fairness, I have processed an additional refund in the amount of $63.81 in addition to the refund already process by Customer Service dated February 21, 2023 in the amount of $39.95. This would equate to the total of your last 6 payments directly with the Sun Sentinel processed which would be $103.76. You would need to contact Apple for a direct refund for your other digital account. Please allow up to 6 weeks for your refund to be applied back to your credit card charged due to our current standard processing times.
  
  Once again, sincerest apologies involving the Sun Sentinel. Should you have any further concerns , please do not hesitate to contact our Customer Service Department at ************.
  
  
  Thank you,
  ******
  Executive Resolution Center
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19394274
  
  I am rejecting this response because: On 3/7/23, I was contacted by a representative (********) in the SunSentinel customer service department. He asked that I email him documentation of all of the duplicate charges, which I did. They were sent to ********************************************************************* on the same day. ******** stated that he would call me back that same day with a resolution. That never happened. As you will see on the attached documentation, as well as the 40+ emails that were sent to customer service, the vendor on the attached receipt was the SunSentinel NOT Apple. There is no documentation that Apple received payment - ONLY the SunSentinel. I am requesting a refund for $295.63 for these charges OR a refund for the previous amount requested for the duplicate subscription. ALL documentation indicates that SunSentinel was the recipient of over 40 payments made by me. My name, address, and cc # are listed on the payments.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/20/2023

  
  March 20, 2023
  
  Once again, sincere apologies regarding any misunderstanding or frustration associated with your former Sun Sentinel digital subscription. 
  
  Our system has been reviewed again and we do not have any duplicate accounts with your information reflected associated with your email address ***************************************************  The other account you are referring is associated in another manner as it is not being billed directly through the Sun Sentinel. 
  After reviewing the information you provided, you will need to contact Apple which is billed separately and is not associated with your direct Sun Sentinel digital subscription.  We cannot refund what you are requesting as they are not duplicate charges in our system. You were billed thru Apple for their account and Sun Sentinel for another digital account. This was discussed with you by Sun Sentinel Customer Service to provide you with the proper expectation for a refund regarding your bill concern and request of refund. Once again, in the interest of fairness, the only resolution I can further do is process another 6 months refund which would total 12 months of charges. I have processed an additional refund in the amount of $131.04 in addition to the other two refunds processed in the amount of $103.76. This would equate to the total of your last 12 payments directly with the Sun Sentinel processed which would be $234.80. You would need to contact Apple for a direct refund for your other digital account. Please allow up to 6 weeks for your refund to be applied back to your credit card charged due to our current standard processing times.
  
  Once again, sincerest apologies involving the Sun Sentinel. Should you have any further concerns , please do not hesitate to contact our Customer Service Department at ************.
  
  
  Thank you,
  ******
  Executive Resolution Center
  
  
  
  
  
  

  Customer Answer

  Date: 03/20/2023

   
  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:02/12/2023

  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 am supposed to receive the newspaper delivered to my home on Sunday and Wednesday. Since January 1, 2023, I have not received the papers I am paying for. I have called numerous times and I have only received four since the beginning of the year. I have called repeatedly but they are not resolving the issue. I cannot get the newspapers I pay for.

  

  Business Response

  Date: 02/26/2023

  
  February 26, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel Wednesday and Sunday home delivery subscription.
  
  Your delivery concern is being  reviewed with your local Distributor for resolution for assistance.  Since there are open routes due to transition causing delivery delays in the area at this time, the deliveries may 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.  After continuing to research your account, missed delivery credits have been applied to your account by Customer Service during your contact. Customer Service will be contacting you within the next 5-7 business days to confirm if your deliveries were made to your satisfaction.
  
  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 Resolution Center
  
  
  

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19391805
  Thank you for your help. However,
  I am rejecting this response because:although I did receive a Sunday paper (along with a Monday paper)  on Monday.  I DID NOT  RECEIVE  my Wednesday paper today..
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/10/2023

  
  March 10, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel Wednesday and Sunday home delivery subscription.
  
  Your delivery concern is continued to be  reviewed with your local Distributor for resolution for assistance.  Since there are open routes due to transition causing delivery delays in the area at this time, the deliveries may 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.  After continuing to research your account, missed delivery credits have been applied to your account by Customer Service during your contact. Customer Service will be contacting you within the next 5-7 business days to confirm if your deliveries were made to your satisfaction.
  
  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 Resolution Center
  
  

  Customer Answer

  Date: 03/13/2023

   
  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:02/07/2023

  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 have a subscription with Sun sentinel for delivery of Sunday only paper. I did not receive a paper on 1/29, and notified them online that day, and requested redelivery, as that is an option listed online. I did not receive a redelivery or any response so I called customer service the next day, and was basically told i could access the paper digitally. I do not want to read it online, I have a Sunday only subscription to get the Sunday coupons. I then sent an email, and got a response apologizing , and saying they would contact the vendor. Days later I still never received a delivery, and my repeated emails just get responses "We understand your frustration..." but no resolution. So the next Sunday 2/5 again the same issue- no paper, no redelivery when I request, and an apology response to my email. I understand this is not a big money transaction, but my issue is that I prepaid for the subscription, and if I cancel they will not issue me a refund for my unused balance (they have a no refund policy). So I either cancel and just lose all my money prepaid, or keep the subscription active and not receive the newspaper. That seems like quite a scam. And my next door neighbor is having the same exact issue!

  

  Business Response

  Date: 02/19/2023

  
  February 19, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel Sunday home deliveries. Thank you for being a long time valued subscriber.
  
  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 and escalated therefore extending your paid thru date accordingly. For our gratitude for being a valued Sun Sentinel subscriber, I was able to authorize on your promotional subscription a credit adjustment which would extend your paid thru date on your home delivery account until April 2, 2023. Customer Service will contact you directly within the next 5-7 business days to confirm receipt of your Sunday deliveries.
  
  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 Resolution Center
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/31/2023

  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 paid for e-subscription along with a physical paper on Wednesday and Sunday beginning January 15, 2023.To date I have not received my physical paper.I spoke to overseas customer service along with emails to the Sun Sentinel.Nothing has been done to resolve the issue which would be receiving my Wednesday and Sunday physical copy of the newspaper.Thank you.

  

  Business Response

  Date: 02/13/2023

  
  February 13, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Wednesday and Sunday Sun Sentinel home delivery subscription.
  
  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 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.   Missed Delivery credits have been processed back to your account which has extended your paid thru date. Customer Service will follow up with you within the next 7 business days to confirm your deliveries are being received to your satisfaction.
  
  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 Resolution Center

  Customer Answer

  Date: 02/13/2023

   
  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:01/30/2023

  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 been a print subscriber (daily delivery) for the several years. Once in a great while I have not had a delivery but the issue is usually resolved within a day. However, I have not received a newspaper for the past 8 days. I have called Customer Service each day and been told variations of the following:1) There is a production issue and you will receive a paper by 10:00 am (has never happened).2) This issue has been escalated to management and will be resolved today (has not happened).3) We will reach out to the delivery contractor and you will receive a call within 48 hours (still waiting).4) I'm very sorry you have had this experience -- this is not the experience we want for our customers.The Customer Service representatives are courteous but promise a resolution that never comes. I'm very frustrated and do not know how to proceed, as the only avenue seems to be to call Customer Service -- which leads to the same scripted responses, and still no newspaper.I've asked to have the missed papers credited to my account. However, the ideal resolution to this issue would be to have the delivery of the newspaper resume asap.Thank you.

  

  Business Response

  Date: 02/13/2023

  
  February 13, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel home delivery subscription.
  
  Your delivery concern is being reviewed with your local Distributor for resolution at this time.  The Distributor  will discuss with your local Delivery Contractor to check that you will receive the  deliveries every day as scheduled. Since there are open routes due to transition causing delivery delays in the area at this time, the deliveries may 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.  After researching your account, missed delivery credits have been applied to your account by Customer Service during your contact and there has been no further delivery complaints since February 2, 2023. I have contacted you by phone but reached your voicemail to confirm your delivery satisfaction.
  
  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 Resolution Center
  

  
  

• Initial Complaint

  Date:01/28/2023

  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.

  The News and Sun Sentinel is constantly late if it arrives at all. I have made several calls and sent multiple emails to customer service who promises to rectify the situation but does not, I cant use the paper when it is late because I left for work. This delivery hub handles all papers so its essentially a monopoly and I do not have a choice to switch carriers,By sending payment, I entered into a contract with the company who has no ability to fulfill the service promised. That is fraud in my mind. I have a right to buy and receive a paper by the time promised. I still enjoy reading a physical paper and would like to get one by the time promised.One more thing to note: while customer service is super polite and promises to help, they absolutely cannot. Another bunch of Lies

  

  Business Response

  Date: 02/10/2023

  
  February 10, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel home deliveries and former subscription.
  
  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 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.   Your feedback you provide your customer experience is being reviewed and proper course of action will be taken, if needed. As our gratitude for your understanding and being a long time subscriber, I have adjusted your account for a courtesy two weeks of delivery credit which has extended your paid thru date until March 7, 2023.
  
  Once again, sincerest apologies involving the Sun Sentinel deliveries.  Customer Service has been in contact with you to confirm your deliveries but should you have any further concerns, please do not hesitate to contact our Customer Service Department at ************.

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

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18943018
  
  I am rejecting this response because:  This is not a sporadic issue due to production.  This has been going on for at least a year.  I keep getting nonsense replies about contacting carrier, but the issue is not resolved.  My sister and mother live within 10 miles and their paper is always on time.  I do not feel that the public should be deceived regarding expectation of delivery in this area.  I am paying full price for discount service.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/24/2023

  
  February 24, 2023
  
  Once again, sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel home delivery subscription.
  
  Your delivery concern is continuing to be reviewed with your local Distributor for resolution at this time.  Since there are open routes due to transition causing delivery delays in the area at this time, the deliveries may 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.  After continuing to research your account, missed delivery credits have been applied to your account by Customer Service during your contact and there has been no further delivery complaints since February 9, 2023. Due to your feedback you provided, I was able to authorize a one-time lower promotional rate as well as two weeks of courtesy newspaper service which has extended your paid thru date until July 25, 2023. Customer Service will be contacting you within the next 5-7 business days.
  
  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 Resolution Center
  

• Initial Complaint

  Date:01/23/2023

  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.

  IN THE PAST YEAR MY NEWSPAPER DELIVERY HAS BEEN GETTING DELIVERED LATER AND MUCH LATER.IN ONE EMAIL THEY PROMISED ME THAT WEEKDAYS THE DELIVERY WOULD BE BY 6:30 AM AND ON THE WEEKENDS IT WOULD BE BY 7:30 AM. EVERY TIME I CALL, THEY SAY THEY WILL LOOK IN TO IT, BUT NOTHING GETS DONE. JUST YESTERDAY MY PAPER WAS DELIVERED JUST PAST 12: PM. HELP PLEASE!

  

  Business Response

  Date: 02/03/2023

  
  February 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 and late 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. For our gratitude for being a valued Sun Sentinel subscriber, I was able to authorize a one-time lower rate as well as extend your paid thru date on your home delivery account until March 25, 2023.
  
  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 Resolution Center
  

  Customer Answer

  Date: 02/03/2023

   
  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:01/19/2023

  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.

  Ordered home newspaper delivery - 3 week with no paper being delivered - email and called "customer" service daily to try and find a reason or a correction of the problem. ZERO service or satisfaction provided.

  

  Business Response

  Date: 01/31/2023

  
  January 31, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel home deliveries and former subscription.
  
  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 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 January 23rd, you cancelled your subscription. Customer Service processed a refund back to your credit card in the amount of $76.86  which processed on January 24, 2023. Please allow ***** business days to receive your refund due to our standard processing times. Your feedback you provide 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 Center