Business Profile

Newspaper

Orlando Sentinel

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Initial Complaint
12/24/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Greetings. I have been a subscriber to the Orlando Sentinel for over 25 years. I have enjoyed the paper but have observed that my other newspaper subscriptions offer a better value (NY Post - Monthly 25 dollars, ********* Monthly 10 dollars and Daytona Beach News Journal - 40 a month). I have spent the last couple of years trying to get the Sentinel to offer a competitive price like the other 3 previously mentioned. I will get the customer service agent to agree to a $40 a month charge...and then I discover I am getting charged $76 a month. I CANNOT afford this. I discovered today they are back to charging me a fee that is larger than the three papers combined!! I have tried to cancel my subscription but I am unable to get in contact with anybody. I am willing to pay $40 a month for the paper....not $76. I will be happy to spend $75 a month on the US Today, NY Post and ************* When you go to the website the Sentinel appears to purposely not have when your subscription expires, how much you are being charged, etc. Can somebody help me....please. The Sentinel does not want to answer my phone calls.
Business response
01/17/2025

January 17, 2025

Our sincere apologies regarding any inconvenience or misunderstanding associated with the Orlando Sentinel.

The feedback regarding your customer experience and information you provided within this BBB complaint as well as your account is being reviewed. Proper course of action will be taken if any standard procedures were not followed, if applicable. Please be advised that All subscriptions are CONTINUOUS, which means your subscription will continue and you will be billed until you contact us to cancel. Future prices may be higher, and we reserve the right to increase prices at any time. You will be notified in advance of any change in price. Supply Chain surcharges may apply. For more details and to view the Complete Subscriber Terms and Conditions go to *********************************.

For any additional information associated with our Terms and Conditions associated with your subscription, please refer to *********************************. Please be advised your purchase is subject to the Terms in effect on the date of purchase unless the Terms are updated as your subscription continues, in which case the most up to date version of the Terms will apply. By purchasing a subscription, you accept and agree to the Terms in effect on the date of purchase or as otherwise updated until your subscription is cancelled.
In the interest of fairness, after reviewing your subscription, I have applied another promotional weekly rate offer applicable for your 7 day home delivery and unlimited digital access of the Orlando Sentinel. Also, I have processed a credit adjustment in the amount of $18 which extended your subscription's paid thru date accordingly.

Thank you for continuing to be a valued subscriber. I tried to contact you by phone but reached your voicemail. If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our Orlando Sentinel *************************** at ************.

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

Customer response
01/25/2025

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
11/29/2024
Complaint Type:
Product Issues
Status:
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.
While I do vaguely remember signing up for the introductory-priced online subscription, I totally forgot about it because apparently none of my email addresses were linked to the Sentinel account. I checked immediately once I received a bank notification for a $20 withdrawal, but not only was I unable to find any correspondence, I was also unable to sign in to your online portal. Not sure what went wrong, I was hopeful that customer service would be able to assist and authorize a courtesy refund. The representative I spoke to was unhelpful and very hard to understand. She promised to cancel a future renewal, but I'm doubtful that she actually closed my account. This is not how business should be done in 2024.
Business response
12/11/2024

December 11, 2024

Our sincere apologies regarding any inconvenience or frustration associated with your former Orlando Sentinel digital subscription.

The information you provided within this BBB Complaint as well as your account is being reviewed and proper course of action will be taken, if needed. Please be advised that all subscriptions are continuous, which means your subscription will continue and you will be billed until you contact us to cancel. To cancel or make changes to your
subscription, please call customer service at ************. It seems you spoke with **************** on November 29, 2024 so your account was cancelled effective December 4, 2024. You will be charged for all service prior to cancellation. Future prices may be higher, and we reserve the right to increase prices at any time. For more details and to view the Complete Subscriber Terms and Conditions go to *********************************. In the interest of fairness due to your feedback, your subscription was cancelled by ****************** but I authorized the two refunds to be processed to refund the last payment charged even with our no refund policy. Please allow for ***** business days for this refund to be applied back to your credit card charged due to standard processing times.

If you would like any additional assistance, please contact the Orlando Sentinel **************** Department at ************

Thank you,
******
Executive *****************
Initial Complaint
11/14/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have unsubscribed from your emails from The Orlando Sentinel for over two weeks, but I continue to get emails every day from them. I would like them to stop sending me emails and to honor my request to unsubscribe from their service.
Business response
11/25/2024
November 25, 2024
Our sincere apologies regarding any inconvenience or misunderstanding associated with the Orlando Sentinel.

The information you provided within this BBB Complaint has been reviewed and proper course of action will be taken, if needed. **************** has been in contact to obtain additional information in order to properly assist with your unsubscribe request. Please allow ***** business days due to standard processing times in order for all emails to stop being received.
If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you,
******
Executive Resolution Center
Customer response
11/25/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. At this point, I no longer receive emails from the Orlando Sentinel.

Sincerely,

***** *****
Initial Complaint
11/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Mar 15, 2024, my daughter called to cancel my subscription since we were moving out of state. She was told that my credit card would not be debited on Mar 22. It was debited for $391.92. She called on May 20, 24 and then on Jul 15, 24 to get a refund. On the July call, she spoke to Jan and Supervisor ****. **** sent a email/message to the finance people to get a refund check sent out to our new address in ********. Instead of a refund, the account was reactivated without permission. We found this out when we called on Oct 29, 24 to figure out where was the refund. We have not seen any newspaper or paperwork that supports this reactivation but we do get renewal notices forwarded via ****. After talking to ****** and then Supervisor Andie, Andie permanently cancelled the account and then asked for 48 hours to immediately handled the refund. She said we would be called back within that time frame. We have heard nothing and have received no message or voicemail. Every time my daughter calls, its the same excuses. We just want the amount refunded either in a check or back to my credit card. This is no way to run a business!
Business response
11/15/2024
November 15, 2024
Our sincere apologies regarding any inconvenience or frustration associated with the Orlando Sentinel.

The information you provided within this BBB Complaint is being reviewed and proper course of action will be taken, if needed. Please be advised that due to your additional information provided, I have processed a refund in the amount of $396.82 back to your credit card charged associated with your last payment. Please allow up to ***** business days for this to be applied back to your credit card due to standard processing times.
I tried to contact you directly to discuss this matter but reached your voicemail. If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our *************************** at ************.

Thank you,
******
Executive Resolution Center
Customer response
11/18/2024

Better Business Bureau:

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

Sincerely,

**** *******
Initial Complaint
10/23/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I continue to get emails from Orlando Sentinel, although I have unsubscribed at least 20 times, I am still getting emails. This is very frustrating and unacceptable.
Business response
11/06/2024

November 6, 2024
Our sincere apologies regarding any inconvenience or frustration associated with the Orlando Sentinel.

The information you provided within this BBB Complaint is being reviewed and proper course of action will be taken, if needed. Please be advised that I was unable to find your email address associated with any active or former account(s) in our system. Due to your feedback, I have escalated your request to remove your email address ******************** from any further emails with our Privacy Team. Please allow up to 7 business days for this to take effect due to standard processing times.
If you should you have any further concerns or would like any further assistance, please do not hesitate to contact our *************************** at ************.

Thank you,
******
Executive Resolution Center
Customer response
11/06/2024

Better Business Bureau:

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

Sincerely,

******* ******
Initial Complaint
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a subscription and received an email confirmation for my Premium Digital Access Subscription. This subscription is described as "Full Access to our website, app, daily e-edition, ad-free reading, full digital access to our 50+ local news publications nationwide." I sign in to my account. It says "Limited Access, Subscribe for access." Most articles tell me to subscribe and my access is blocked. This is about 500 times more trouble than a $1 subscription is worth. As a newspaper, you seem to have lied about what a subscription offers. You took my money and delivered nothing in return. Is your news reporting as untrustworthy as your advertising? I want access or my money back. For all the trouble, you should give me 20 times my money back, but I know that's not how it works. Please explain to me why my money was taken and I received nothing in return.
Business response
11/06/2024

November 6, 2024

Our sincere apologies regarding any inconvenience or misunderstanding associated with your Orlando Sentinel digital subscription.

The feedback and information you provided within this BBB Complaint and your digital subscription is being reviewed and proper course of action will be taken, if needed.Your digital account is currently active and **************** has been in contact with you to assist with your digital access concern. **************** has been trying to contact you by phone and/or email to confirm you can now access the Orlando Sentinel with no further concerns at this time. For more details and to view the Complete Subscriber Terms and Conditions please go to *********************************.

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Orlando Sentinel **************** Department at ************.

Thank you,
******
Executive *****************
Initial Complaint
10/21/2024
Complaint Type:
Product Issues
Status:
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.
Over the past year I have been billed ***** and the original subscription was supposed to be much less.Ive called 3 times over the course of the past year and they still continue to bill me at higher and higher rates.I would like them to cancel my subscription and refund me $400, which is more than I agreed to spend. I agreed to spend the $35, but not the increasing amounts they billed me after I called to cancel. Attached are two examples of the escalating fees
Business response
11/04/2024
November 4, 2024
Our sincere apologies regarding any inconvenience or misunderstanding associated with your former Orlando Sentinel digital subscription.

The feedback and information you provided within this BBB Complaint and your former digital account is being reviewed and proper course of action will be taken, if needed. Please be advised that no notations are reflected on your digital account indicating your request to stop your subscription. Any credit card charges processed were for the unlimited digital service of which continued as per your active account's disclaimers associated with your subscription. Criteria and details for all subscriptions are provided with all our new start promotional offers, billing statements and any other correspondence. Your digital subscription was now cancelled effective November 1, 2024. For more details and to view the Complete Subscriber Terms and Conditions please go to *********************************. In the interest of fairness, a credit adjustment in the amount of $127.92 has been processed associated with your credit card charges from July thru October 2024 due to your information. A refund check in the amount of $127.92 will be mailed to the address reflected in this BBB complaint which will be received within the next ***** business days due to standard processing times and mailing timetables.

Customer Service has been in contact with you directly regarding this matter. Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Orlando Sentinel *************************** at ************.

Thank you,
******
Executive Resolution Center
Initial Complaint
10/06/2024
Complaint Type:
Delivery Issues
Status:
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.
On or about 18 September I paid $118 to Orlando Sentinel for a newspaper subscription for delivery on Sunday and Thursday Despite numerous calls to customer service I have received no papers. Nor can I access the digital *********** I called twice to no avail.
Business response
10/17/2024
October 17, 2024

Our sincere apologies regarding any inconvenience or frustration associated with your former Orlando Sentinel home delivery subscription.

The information you provided within this BBB Complaint and your home delivery account is being reviewed and proper course of action will be taken, if needed. Please be advised since there are open routes concerns causing temporary delivery delays in the area at this time therefore your deliveries could be temporarily 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 subscription, it seems **************** had processed the missed delivery complaints and credits as well as processed your cancellation request effective October 8, 2024 during your **************** contact on October 6, 2024. Due to this feedback, I have processed an overall credit adjustment as well as a full refund of $27.92. This total refund check equates to the full amount of your payments received as well as delivery surcharges. Please allow ***** days for your refund check to be received due to standard processing times and local mail timetable.
Should you have any further concerns or would like any further assistance, please do not hesitate to contact our **************** Department at ************.

Thank you,
******
Executive Resolution Center
Initial Complaint
09/04/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My parents started subscribing to the Orlando Sentinel when they moved to ************ in 2012. It is in my dad's name, *****************************, account *********. Over time the rates increased, and my mom (my dad died in 2017) continued the subscription even as it went an an exorbitant rate of over $450 per quarter! In June, my sister called to cancel the subscription, talking to someone in another country with an accent hard to understand. This was confirmed by phone. However, the paper continued being delivered, with my mom receiving an invoice for $62 in August (which she did not pay). My sister called in August to let them know it had been cancelled, and I sent an message to the Orlando Sentinel through their website. I received no response. Then yesterday, 9/3/2024, my mom received another invoice, this time for $85, which again she will not be paying. My sister called again this morning (as always someone in another country with an accent hard to understand), and was told there will be no more invoices, and all taken care of. She has been told this before.My mom is not seeking any compensation for the exorbitant prices she has been charged, simply that no more bills come to her. She is 92, and gets very bothered receiving invoices for services she does not want and has had cancelled.
Business response
09/17/2024
September 17, 2024
Our sincere apologies regarding any inconvenience or misunderstanding associated with your parent's former Orlando Sentinel home delivery subscription.
The information you provided within this BBB Complaint and your mother's home delivery account is being reviewed and proper course of action will be taken, if needed. Please be advised that after researching this Account ********* there were no notations of any stop request in June therefore the account continued. Due to your feedback, and in the interest of fairness, I have made a credit adjustment of any balance due in the amount of the current balance reflected of $78.00 therefore no balance is reflected at this time. Please disregard any bill statements received as they are no longer valid and no further calls for this matter as there is no outstanding balance currently.
Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Orlando Sentinel *************************** at ************.

Thank you,
******
Executive Resolution Center
Customer response
09/17/2024

Better Business Bureau:

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

Sincerely,

***********************
Initial Complaint
08/30/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am not an Orlando Sentinel subscriber; however several weeks ago I was conducting research online about various candidates running for local offices. During a ****** search the Orlando Sentinel link was suggested as a possible resource so I clicked on the link and was brought to a Sentinel page which provided details on a number of the candidates. While reviewing the information, a Sentinel pop up requested my email address, which I provided, to continue accessing the page. I provided my email ****************** address and a day or two later began to receive at least a dozen News Alert emails daily from ******************************************************* Since then I have unsubscribed at least half a dozen times and continue to receive the emails. If I had known that that the unsubscribe link in their emails was bogus and they were going to continue to SPAM me daily I would have never provided my email address.
Business response
09/11/2024
September 11, 2024

Our sincere apologies regarding any inconvenience or frustration associated with the Orlando Sentinel.

The information and feedback you provided within this BBB Complaint has been reviewed and proper course of action has been taken. Your email address indicated has been removed and/or unsubscribed from any emails associated with the Orlando Sentinel. **************** has contacted you to acknowledge and confirm that your email address has been removed as requested from any further emails and designated as "Do not email".

Should you have any further concerns or would like any further assistance, please do not hesitate to contact our Orlando Sentinel **************** Department at ************.

Thank you,
******
Executive Resolution Center
Customer response
09/11/2024

Better Business Bureau:

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

Sincerely,

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

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