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:01/17/2023

  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 am a prominent Physician in the community, I had a very publicly embarrassing arrest during a child custody battle with my sons mother for alleged cyber stalking by text.The arrest was six years ago and everything has been resolved in ********** Circut court and the case is expunged/sealed.Most of the media outlets who have covered this story have agreed to take down the mugshot and story.Sun Sentinel has not only refused to take the story down but they have promoted it to the top two stories when my name is googled in an attempt to sell online subscriptions.The story is associated with a video by WPEC who already agreed to de-index/remove their story.

  

  Business Response

  Date: 01/30/2023

  
  January 29, 2023
  
  Thank you for forwarding your concern and request to the Sun Sentinel.  
  
  We do apologize for any inconvenience or frustration that this matter may have caused you.  Please be advised the Sun Sentinel's general policy is not to remove stories once they have been published in print or online.  Your documentation has been forwarded to the Managing Editor, Sun Sentinel for review and any further information or next course of action will be forwarded to your attention.
  
   Should you have any further concerns , please do not hesitate to contact our Customer Service Department at ************.
  
  
  Thank you,
  ******
  Executive *****************

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18828431
  
  I am rejecting this response because: it does not help me put this embarrassing situation that the court saw fit to expunge/seal out of the public square.

  The Sun Sentinels story is the first or second story to come up with my name even though it was 6 years ago.

  Broward and Palm Beach county where Sun Sentinel has most of its circulation has a large gay population and I believe that I am being singled out.

  
  Sincerely,
  
  ********************* MD

  

  Business Response

  Date: 02/10/2023

   

  February 10, 2023

  Please be advised that our Legal Team and Managing Editor, Sun Sentinel is reviewing the additional information you provided regarding your concern.  Once again, please be advised that the Sun Sentinel's general policy is not to remove stories once they have been published in print or online.  Also, the information found regarding your circumstance is reflected with the *************** which is not associated with the Sun Sentinel. No articles regarding this circumstance with the Sun Sentinel but with the *************** found online. Any further information or next course of action associated with the Sun Sentinel will be forwarded to your attention.
  

  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: 02/14/2023

   
  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,
  
  ********************* Md

• Initial Complaint

  Date:01/15/2023

  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.

  We have had horrible service with the sun sentinnel newspaper, I haven't received a Sunday Newspaper in 1 month. They say they will never or credit our account. Today I called & finally cancelled this terrible newspaper. We only get Wednesday, *************** subscriptions. The person in customer service whom could not even speak English & tried to sell me more service. We have had this paper for years, every year it get worse, nothing to really read only advertisements or their political opinions. No one has ever returned my phone call regarding complaints with deliveries, nor do we get a replacement paper when asked.

  

  Business Response

  Date: 01/27/2023

  
  January 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.  As of your Customer Service contact on January 15th, you cancelled your subscription. Customer Service processed a refund back to your credit card in the amount of $8.38  which processed on January 17, 2023. 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

• Initial Complaint

  Date:01/11/2023

  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 have not received my Sunday newspaper since December 18th and I have received no newspaper at all since December 31st. I have called each day to report my missing paper. Some days I have been promised a replacement paper. It makes no difference. Nothing is ever delivered. I have spoken with supervisors and staff alike. Each day, I am promised newspaper the next day. Each day, I receive nothing.I have a seven day subscription, paid months in advance. Each day that I do not receive a paper I have to go to Publix to purchase a newspaper at a much higher price, even though I have already paid for my daily newspaper subscription.This is a shameful business practice. When will my delivery service resume, and how am I to be compensated for the cost of the daily and Sunday newspapers I am forced to purchase from Publix?

  

  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 credit adjustment which would extend your paid thru date on your home delivery account until January 24, 2024.
  
  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
  

  

  Business Response

  Date: 04/13/2023

  
  April 13, 2023

  
  Once again, sincere apologies regarding any continuing inconvenience or frustration associated with your Sun Sentinel home delivery subscription.
  
  Your account is continuing to be reviewed due to your missed and late delivery concerns and will be addressed with your local Distributor again. 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 per our phone conversation today, I will follow up with you next week to confirm your deliveries are being received to your satisfaction and provide the delivery expectation from the Distributor at this time. Also, since 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. 
  
  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:01/08/2023

  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.

  Up until Dec 10 I lived in ******* for 4 years. During that time I tried SEVERAL separate times to get Sun-Sentinel delivery. Each time no paper would be delivered and I would call and the rep would promise to redeliver the paper and escalate the issue, but I never received a paper. On December 10 2022 I moved to Sunrise and I thought OH BOY, now I can get Sun-Sentinel delivered. I subscribed for delivery on Dec 18th for ********* papers. The first ********* I got no paper and called and complained each time. They promised to have the paper redelivered but it was not. The next 3 weeks still no paper on Wed or Sun and each time I called to complain. They said they would escalate the issue to the distribution supervisor but I NEVER received a paper NOR did anyone from distribution ever call **** called today and canceled my subscription. The rep kept trying to get me to not cancel by offering me different deals as if that would solve the problem. What good would a better deal be IF YOU CANNOT DELIVER THE ****** If Sun-Sentinel cannot deliver the paper to a neighborhood or an address, then they should not accept payment for that subscription. When they accept my payment they are agreeing to deliver my paper. That is a contract.The newspaper companies complain about dwindling subscribers. Maybe if they did a better job of delivery more people would subscribe. This is TERRIBLE CUSTOMER SERVICE. If they cannot deliver the paper they should not offer that as a service.

  

  Business Response

  Date: 01/21/2023

  
  January 21, 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 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 8th, you cancelled your subscription. Customer Service processed a refund back to your credit card in the amount of $23.89  which processed on January 10, 2023. 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

• Initial Complaint

  Date:01/08/2023

  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.

  This has been an ONGOING issue - which I thought had been resolved. For approximately 7 months now- I've been having issues getting a REGULAR ON TIME Delivery of my newspaper. For the past 6 months - all has been good. NOW Suddenly - First on approx 12/29 - there was a NOTE in my paper saying that my regular delivery person was on vacation and a "sub" would be delivering and there MAY ** a delay in getting my newspaper and it might be 10 or 11 am before I get delivery - SINCE THEN - I MIGHT have gotten 3 papers?? ALWAYS LATE!!! I'm getting papers not folded correctly - INCOMPLETE Papers or NO Paper at all the past week and 1/2 - I have CALLED - REPORTED with NO ANSWERS!!!! I consider this to be FRAUD- I'm paying for something I am NOT getting - I also consider this to be a BREACH OF CONTRACT!

  

  Business Response

  Date: 01/23/2023

  
  January 23, 2023
  
  Once again, sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel home deliveries.
  
  Your account is being reviewed again due to the ongoing 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. Customer Service will be contacting  you directly to confirm your deliveries are being 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 , please do not hesitate to contact our Customer Service Department at ************.
  
  
  Thank you,
  ******
  Executive *****************

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18704115
  
  I am rejecting this response because:

  I am continuing to have to call EVERY SINGLE Morning when there is no paper delivered.  TODAY was the FIRST time anyone contacted me back - and again - they are CHECKING on it - They are WORKING on it - yet there is no level of transparency - I have NO confirmation that I'm receiving the proper credits - I have YET to have anyone address the fact that when I don't get a paper delivered - I go to **** or Speedway or Publix and PURCHASE a newspaper @ RETAIL Prices!!!! The proper way to handle this travesty of a situation with NO communication and NO resolution would be to extend IN WRITING another 13 weeks to my Sun Sentinel Subscription. NO where in your reply did you mention WHEN my next subscription would be due??  I'm not receiving what I paid for - I'm NOT receiving my sale Papers etc etc.  I will continue to address this to your advertisers via ************** THIS is NOT Acceptable

  
  Sincerely,
  
  ******************************************

  

  Business Response

  Date: 02/03/2023

  
  February 3, 2023
  
  Once again, sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel home deliveries.
  
  Your Sun Sentinel subscription is continuing to be reviewed and Customer Service is in contact with you regarding the delivery concerns you are currently experiencing at this time. The Distributor has been contacted due to the ongoing delivery concerns and will be discussed with your local delivery person. 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. Customer Service will be contacting  you directly to confirm your deliveries are being 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 , please do not hesitate to contact our Customer Service Department at ************.
  
  
  Thank you,
  ******
  Executive Resolution Center
  
  

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18704115
  
  I am rejecting this response because:

  I am "STILL" having delivery issues - since my last response it's been OVER 2 weeks since I received a Paper .  Yesterday 2/2/2023 at approximately NOON - I received 2 papers - for 2/1/23 & 2/2/23.  This morning (2/3/2023) when I left for work at approx 8 AM - there was NO Paper. that's ALMOST 3 WEEKS and Only received 2 PAPERS?? #NOTACCEPTABLE

  YES - I have 2 different places CHECKING to see if I'm receiving a paper - 1 from ******* & 1 from ***************.

  They are WORKING on it - yet there is no level of transparency - I have NO confirmation that I'm receiving the proper credits - I have YET to have anyone address the fact that when I don't get a paper delivered - I go to **** or Speedway or Publix and PURCHASE a newspaper @ RETAIL Prices!!!! The proper way to handle this travesty of a situation with  NO resolution would be to extend IN WRITING another 13 weeks to my Sun Sentinel Subscription. NO where in your reply did you mention WHEN my next subscription would be due??  I'm not receiving what I paid for - I'm NOT receiving my sale Papers etc etc. I have addressed this issue with various advertisers - ALDI - PUBLIX - *************************** ***** - FRESCO Y MAS just to name a few.  

  I feel that your response is a "MEMORIZED" letter that you keep on file for such situations.  I will CONTINUE to try and get this straightened out - Why is it that "I" HAVE TO MAKE ALL THE ***** CALLS to report a NON Delivery - you and your company are WELL AWARE that papers are not being delivered - yet you continue to cash peoples checks - accept People's credit cards knowing that you ARE NOT delivering a SERVICE.
  

  Sincerely,
  

  
  ******************************************

• Initial Complaint

  Date:01/02/2023

  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 the past week (since 12/23/22- today 1/2/23) I have not received my paper. I have called every single day, have been told every single time that I would receive the paper that day by an operator obviously in another country. I have NEVER received the paper after any operators 'assurances'. All they manage to do is apologize for it not being delivered and lie that one will show up. This has been beyond infuriating because this is the only forms of entertainment my nearly deaf 92 year old grandmother can still enjoy. She has been extremely distressed by this and I have absolutely had it with this awful customer service. If there is a delivery issue or the person responsible is not available JUST TELL US. But the 'call center' has ZERO clue what's going on locally and are more of a hindrance than they are any help! Someone ACTUALLY in charge IN FLORIDA needs to resolve this NOW,

  

  Business Response

  Date: 01/13/2023

  
  January 13, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel home deliveries.
  
  Your account is being reviewed for the delivery concerns  by your local Distributor. 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 5th, it seems you cancelled your subscription. Customer Service processed a refund back to your credit card in the amount of $18.92  which processed on January 10, 2023. 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

  
  

• Initial Complaint

  Date:12/30/2022

  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.

  On 12/11/22 I ordered from this website : ********************************************************************************************************************************************************************************************************************** Where the price of a new subscriber to the newspaper is $160.88 for one year. I put in my billing information, my credit card information, and the delivery address. I then got a confirmation email from them as follows. Order #****** ProductQuantityPrice 7-Day Delivery (#*******)Duration: 52 Weeks1$160.88 Subtotal:$160.88 Delivery:Home Delivery Payment Method:Credit Card Total:$160.88 Your details Email: *************************** Tel: ************** Billing address ******************************* ******************************************************************** Delivery address ******************************* ********************************************************** This was ME purchasing the newspaper for my father as an Christmas gift. The paper did not arrive & on Monday 12/26/22 I started calling ************ to get the issue resolved. I was then told, that my order was cancelled b/c there was an active subscription on the account. That day I had 3 separate phone calls with their "customer service". On Tuesday 12/27 I spoke to a rep who took my credit card number over the phone and was going to re-process the original order for immediate deliver. Today, I spoke to my father and still no paper has been delivered. I checked my credit card and there was no charge from them either. I then had to call back 3 times, at which point, nobody would offer me the same rate and told me I needed to pay MORE for the same thing I had ordered over 2 weeks ago. I believe they are doing a bait and switch, as I never received an email about cancellation or rejection - AND the offer is still available online, although I'm guessing they don't really honor it for anyone. This is deceptive advertising & TERRIBLE business practices. They need to be investigated for deceptive advertising in the state of Florida.

  

  Business Response

  Date: 01/10/2023

  January 10, 2023

  Sincere apologies for any inconvenience for what transpired with your inability to gift a home delivery subscription for your father.  

  As there seemed to be an active subscription for your father's delivery address at that time, your new order was not accepted and processed as requested.  Our Quality Team is reviewing what happened during your contact with Customer Service in order to ensure the procedures were taken at those times. I will be contacting you directly to provide assistance at the information you provided within this BBB Complaint.

   

  Thank you, ******

  Executive Resolution Center

   

   

• Initial Complaint

  Date:12/22/2022

  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.

  Since about November 9, 2022, I (an Autopay print subscriber for over 7 years) have missed home deliveries roughly 20 times. I've reported these issues online and by phone each time and been assured it would be corrected. It has not. I've begged for and been promised phone calls from a delivery supervisor, not one call ever All this effort takes time I do not have to spare and has gotten me nowhere I am not interested in the online paper. I want and pay well to hold the print edition in my hands each morning.I believe that's not asking too much. Service was always excellent until recently when all that changed I suspect a new carrier is involved. Papers were previously always double bagged, so never wet. When the problems began, no more double wrap and a couple wet papers I'm begging for this to be solved. Is delivery that hard? Help!

  

  Business Response

  Date: 01/03/2023

  
  January 3, 2023
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel home deliveries.
  
  Your account is being reviewed for the delivery concerns by your local Distributor. 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 will contact you directly to confirm your deliveries are being received within the next **** business days. For our gratitude for being a valued Sun Sentinel subscriber, I was able to authorized a one-time lower rate and processed a two week courtesy credit on your account therefore extending your paid thru date until January 30, 2023. Also, 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 , please do not hesitate to contact our Customer Service Department at ************.

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

  
  

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18626507
  
  I am rejecting this response because:

  A response has been promis** within **** business days, but had also been promis** by the Sun Sentinel's Customer Service staff for nearly 8 weeks as of today. In the past nearly one month, I have receiv** "normal" delivery exactly once. I've retai ** all their acknowl**gement emails and records of my calls since these issues began in mid-November. They've had more than sufficient time to fix this and it's only gotten worse.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 01/12/2023

  
  January 12, 2023
  
  Once again, sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel home deliveries.
  
  Your account is continued to be reviewed due to the delivery concerns being addressed by 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.   Customer Service has been in contact with you directly to confirm your deliveries are being 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 , please do not hesitate to contact our Customer Service Department at ************.
  
  
  Thank you,
  ******
  Executive *****************

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18626507
  
  I am rejecting this response because:
  This issue seems to involve no carrier currently covering this route. This has been going on over two months, more than long enough to have resolved. It has gotten no better. I almost never get a regular delivery. When they are missed, I always report online at the earliest time allowed by the website. I always request a replacement that day. Often there is not even a late delivery. This has gone on too long without resolution.
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/09/2022

  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 don't know what else to do. I have filled out the unsubscribe information at least 5x so that I am not solicited by this company. I am continuously bombarded with their emails. Dont know what else to do.

  

  Business Response

  Date: 12/19/2022

  
  December 19, 2022
  
  Our sincere apologies for any inconvenience or frustration you have experienced with the inability to get all emails to stop or any correspondence associated with your former Sun Sentinel  digital subscription.

  
  After reviewing your digital subscription, I have ensured your account has stopped and issued a refund of the last payment of $15.96 back to your credit card charged.  This refund will finalize approximately ***** days due to the standrard processing times. All emails should stop within the next ***** business days, as requested.
  

  Once again, our sincere apologizes for this concern. If you would like any further assistance, please contact our Sun Sentinel Customer Service Department at ************.
  

  Sincerely,
  ******
  Executive Resolution Center

  Customer Answer

  Date: 12/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/03/2022

  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 not gotten the paper delivered on time no less than 4 times a month. Today I received the paper at 10:30am. I have repeatedly called and asked for credit. If they cannot get the paper to me early, then there is no point in having the paper delivered. The sunsentinal increased rates for delivery, however, the delivery still is very bad.I have repeatedly called the customer service to check on the end date of my subscription. They are constantly getting it wrong. I'm getting tired of arguing with them. Most of the time the customer service rep does not even understand the question.Bad delivery, bad customer service. When a part of a business gets contracted with an outside vendor, someone still needs to monitor what is going on. It appears no one at the Sunsentinal cares about the service the customer is getting with timely delivery and/or good customer service.

  

  Business Response

  Date: 12/15/2022

  
  December 15, 2022
  
  Our sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel home deliveries.
  
  Your account is being reviewed for the delivery concerns  by your local Distributor. 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 processing complaints and ****************** associated with your delivery complaints. Also, your feedback regarding your customer experience is being reviewed and proper course of action will be taken, if needed.
  
  In addition, as you are a valued customer, I have applied two weeks of credit back to your subscription to accommodate any delivery concerns which have extended your paid thry date until February 18, 2023.
  
  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

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18518821
  
  I am rejecting this response because:

  I have called on a "missing paper" 37 times in one year.  I only call when the paper gets here after 9:00 or if I leave the house and a late paper does me no good.  I have not received the paper on the time it was supposed to be delivered probably only 30 times in one year.  So, you are saying the paper is late for approximately 9 - 10 months out of the year.  I find that hard to believe.  Ever since The Sunsentinal has switched to a third-party vendor, the paper has been consistently late. You also increased the delivery rate and still the paper if consistently late.   Again, today I left the house, and the paper was late, and it wasn't the Sunsentinal, they delivered The Miami Herald.

  I am sorry but there is a severe delivery problem.

  The date the subscription should have ended due to my calling was Feb 8, 2023.  So, you are not really extending it for two weeks. 
  

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/23/2022

  
  December 23, 2022
  
  Once again, sincere apologies regarding any inconvenience or frustration regarding your Sun Sentinel home deliveries. Thank you for being a valued subscriber.
  
  The additional information has been forwarded regarding your ongoing delivery concerns  by your local Distributor. Currently, 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 processing complaints and ******************** associated with your delivery complaints. 
  
  After reviewing your account, when I made the additional two week adjustment, your account was paid thru February 3, 2023.  I extended your account the two weeks along with the additional credits that Customer Service processed your account is now extended to March 7, 2023. 
  
  Sincere 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 *****************

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18518821
  
  I am rejecting this response because:

   

  I am still not getting the paper in a timely manner.  On December 28th I called approx. 10:00 that I did not get the paper.  Again today, December 29 I called at 10:00 and still no paper.  Is this issue going to be resolved or is this the delivery norm?  Also, in adjusting the dates for the two above references, the customer service department does not have the end date correctly.
  
  Sincerely,
  
  *************************