Complaints

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The Sun Herald Newspaper made the change to making the paper delivery by the US *************** October 16, 2023. As soon as they sent out the noticed of this change, I contacted them and filed a complaint because I knew it would cause problems for myself and many other subscribers, especially the elderly. Since that change I have had issues with either not receiving the paper or receiving it 1 or 2 days late, (it is no longer a newspaper it is a "history paper") Since the change I have had to call them about missing newspapers on numerous occasions and each time the first thing they say is that the **edition is available. I have tried to explain to them that they were trying to make the change to the **edition to soon because there are many people that are not tech savvy and do not want to or do not have the equipment to read it. The next big problem with the change is that the newspaper was a morning edition and now it is left up to "when" you get your mail delivery, which could be late in the day. When I have had a problem with getting the paper, I call the *********** they blame the Sun Herald and when I call the Sun Herald, they blame the post office. I have called the Sun Herald more than 6 times about missing papers and was told that They would credit my account. But apparently, they did not because I received an email today saying my subscription was about to lapse. I have paid the billed amount every month so I should have credits for papers still remaining. I called them after I got the email and request a complete audit of my account. I was given the running around in broken English and nothing was resolved. Since this change there are people like my 93-year-old mother and myself that are getting ripped off by getting old news or no news at all, but still being charged for a product not received. From 1 October 2023- 1 February **** I have paid them $543.84. I wish I had kept a better record of which papers I did not get (about 6) or were late (about 12).

  Business response

  02/01/2024

  Thank you for contacting the Sun Herald. The account for ***************************** is currently paid until 3/1/2024. The payment received on 10/1/2023 paid from 10/4-11/1/2023 no complaints registered for missed papers. Payment on 11/1/2023 paid 11/1-11/30/2023 no complaints on file. Payment on 12/1/2023 paid 11/30- 12/31/2023 3 complaints filed. Payment on 1/1/2024 paid from 12/29/2023 -1/31/2024 4 complaints registered in January. Payment on 2/1/2024 paid from 2/1-3/1/2024. If you are missing any papers it is vital to call in the day of the miss. We do try to get the paper on the same publication date but we do not guarantee it. Papers may arrive a day late. If you have any further questions please call our customer service department at ************. 

  Customer response

  02/01/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21233047

  I am rejecting this response because: There were complaint about missing papers made in Oct, Nov, Dec and Jan. *** each of the missing papers and more for late papers. The customer service representative was supposed to give me credit for those missing papers which would extend the amount of time that I am paid up to. An example of late papers is the Sunday paper is now supposed to be delivered on Saturday with Saturday's mail. On multiple occasions including the paper that we were to get on Saturday Dec 23,2023, we did not get until 27 Dec 2023. I believe I called on 26 Dec 2023. That paper is was actually printed on 22 Dec 2023. So that means the paper was basically 6 days old when I got it. That is just as bad a not getting it. Almost the same thing happened for the New Years paper. The paper was printed on Dec 29th, was to be delivered Dec 30th, never got that paper, could not call until 2 Jan **** and again on 3 Jan. ***** never received that paper. Those papers cost $5.99 each if given a credit for those papers it should cover 2 days for none holiday papers, EACH. So just those papers should extend subscription by 4 days. During early Jan after the missing New Years paper, I called customer service on the following dates Jan 2, 3, 6, 8. Then again on Jan 16 and 18th. Going back to prior to October 2023 I was already paid ahead by about 5 or 6 days. I have to wait until after the next day that the post office delivers mail to know whether the paper is missing or just late and multiple time it is several days late. Also, the Sun Herald needs to update the automated system that you contact whether they are open or not about a missing paper. I have also been in contact with my post office and has only claimed responsibility for one (1) late paper and that was one I was supposed to get on 27 Jan but did not get it until Jan 28th. They said the papers did not get to the post office until after the carriers late to run their routes. I believe that the Sun Herald has the responsible to ensure their appointed carriers deliver the papers on time, just as they did when they paid the local newspaper carriers. 

  Regards,

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

  Business response

  02/15/2024

  Thank you for your message to the Sun Herald. We apologize for any missed or late papers. Our records show the account was credited for missed papers on 12/31/23, 1/15/24, & 1/17/24. We document all calls and/or emails and chats that come into our customer service department. The amount of papers mentioned in this message total 6 missed or late papers. We will certainly honor the 6 total credits. Please note, we cannot credit an account or document a missed paper or late paper if we are not informed. At this time, we are crediting the account for 30 days to cover any missing papers or late papers. This is a one time courtesy credit. This extends the current subscription from 2/28/24 to 3/29/24.
  

  As part of the subscription, call subscriptions include unlimited digital access on the website, eedition, app or newsletters. Our records show there is a current registered email address attached to this account. This allows for 7 day a week content at any time of the day. Please note, we would be happy to offer you a tablet to register your email address on which will allow you to have this included unlimited digital access. Please contact us if you are interested. The only thing you will need to provide is your own WiFi access.
  

  Please feel free to contact us at ************ or ****************************************** if you have any further questions or concerns.
  

  Thank you

  Customer response

  02/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When the sun herald told the customers that the morning news paper is going to be delivered by us post office but in the afternoon mail delivery I was not happy but was ok with it being delivered by my mail handler. However since this changeover there have been at !east 5 or 6 times when no paper was not delivered making me angry but I called the number they provide but to no positive results. The problem I can see is that they can not call the us post office carrier to complain so what does it do for me to complain.

  Business response

  01/25/2024

  Thank  you for your message to the Sun Herald. We are sorry to hear you have missed a few papers since the change to delivery by the USPS. The papers are printed and delivered to the post office in your area Sunday-Friday. At times, depending on the weather, could be a delay in receiving a paper. However, each day you get your mail, the paper should be included with your daily mail delivery. Since the change happened 10/16/23, our records show you called in 4 times to report a missed delivery. We do apologize for the missed papers. Your account has been credited for the missed papers. Please let us know if you continue to miss your paper. We do have ways to contact the post office and get the delivery resolved.

  Please feel free to call us at 800-346-2472 or customerservice@sunherald.com if you have any further questions or concerns.

  Thank you

  Customer response

  02/05/2024

  i have not received a resoltion

  Business response

  02/15/2024

  Thank you for contacting the Sun Herald. The account for ******* * ********** has been reviewed the last complaint registered was on 1/21/2024. We apologize for any missed papers. At this time a postal watch has been requested for this address. We will be working with our delivery partners to review the mail delivery process for this specific address to ensure any unknown issues are resolved. We do value ******* * ********** as a subscriber and will work diligently to get this resolved. Along with print deivery there unlimited digital access to our replica paper and website we do see that digital access is activated and ready to us. One of our wecare specialists will be following up with ******* * ********** to monitor and correct any issue. If you have any questions please contact our customer service department at 800-346-2472

  Customer response

  02/20/2024

  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. 

  Regards,

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

   

• Initial Complaint

  10/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  All my life, wherever Ive lived I received my paper at my house! But now you are MAILING OUR PAPERS??? Im gonna look for other options! If Ive gotta deal with mailed papers I am strongly considering only reading ********* newspaper! Hopefully enough of will stop using your paperUSA Today-is better than you by ********* SEE IF YOU HAVE A RESPONSE!

  Business response

  10/17/2023

  Thank you for your messgae to the Sun Herald. All customers for the Sun Herald were notified in advance of the change in delivery. The paper will still be delivered, but it will now be delivered via ***** Along with the paper, **************** has unlimited digital access to the Sun Herald eedition, website and newsletters. The eedition is ready to read by 6:00am everyday. Currrently, our records show ******************** account is in a grace ******* The account expired 8/7/23. There have been 2 renewals sent (7/6/23  & 8/17/23).

  The Sun Herald continues to offer news content plus extra pages and sections through the eedition of the paper everyday. The only thing that has changed is the way the news is being delivered. We hope **************** continues his subscription and continues his readership.
  

  Please feel free to contact us at ************ or ****************************************** if you have any further questions or concerns.
  

  Thank you

• Initial Complaint

  09/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We didn't renew our subscription for the year. We were sent to collections due to them "providing a 70 day grace ******* without the customer knowing. They sent ** to collections, I showed collections we paid for the full year and cancelled. Collections said it was in error. We received an invoice from Sun Herald on 9/22/23 saying we owed a balance which is verifiably untrue. The rep stated they don't cancel the subscription for 70 days after the yearly subscription. I said that was fraudulent because we do not have an agreement to go 70 days over the yearly subscription. She said it's so older people can continue to receive it. I said that's even worse because elderly people will pay it to stay out of collections even though this is fraudulent. The customer agreed to a one year subscription, not anything over said year. They are just charging people even though they do not have/want an active subscription after their year is up. It's egregious what they are doing because when I called they had NO issue removing the 70 day grace ****** amount which ended up being $161.90 for our company. We didn't sign an agreement that we would pay and they know what they are doing is fraudulent but will continue to do so if someone doesn't put an end to it. This is ridiculous and preys on elderly people that don't understand this is a scam.

*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. ↩