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:07/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   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.

  Business Response

  Date: 07/11/2024

  Thank you for your message to the Fresno Bee.   The refund of $ ***** has been processed.  Please allow 3-5 business days to show on the customer's credit card statement. This will be processed back to the customer's **** Card.

  Thank you.

   

• Initial Complaint

  Date:03/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   I am rejecting this response because:
  If the new charge was implemented in 2022, then when I received a bill for 52 weeks of service in 2023, that charge should've been included in the total subscription price, so I knew upfront what I was paying. The terms of service that I submitted were very clear and we're on the bill. I shouldn't have to look at page 2 of the newspaper to see this unusual charge, I still find this practice for on fraudulent and if it weren't for my desire to have local news, I wouldn't even deal with this company ever again 
  
  just) debt. I requested they honor the one-year subscription and credit my account with the "past due" amount, which was $80.84. Even if they do that, I think this business practice is shoddy and wonder if it is not illegal, since the bill very clearly states how long the subscription you are paying for is. I converted to a digital subscription due to the exorbitant rate increases. I am uploading my paper bill. The back has terms of service about rates changing when subscription is complete. I am also uploadiing an example of their terms of service, wherein it states the rates will change at the end of the subscription, at time of renewal, not in the middle of a fully paid subscription. These two statements due NOT indicate that they will charge you more in the middle of your subscription. Thank you for your assistance and thanks for being there!

  Business Response

  Date: 03/11/2024

  Thank you for your message to The Fresno Bee. We have looked at ******************* subscription. The payment that posted to the account on 3/28/2023 covered for service from 2/8/2023 to 2/6/2024. The reason why the renewal date expiration date changed from February 7, 2024 to January 1, 2024 on the customers subscription, is due to we have a weekly supply chain charge of $0.39 that was implemented in 2022 this helps with transportation costs, and fees. If the supply chain charge is not added manually to the renewal payment then each week the expiration date can change. This is what caused customers subscription expiration date to change. The information regarding this charge is on page 2A of the newspaper daily and the back of each renewal notice. 

  
  We send out notifications *************************************************************************** by mail.  A notification was sent out on 12/14/2023 prior to next renewal period that the price was going up from $260.00 to $477.00 for 52 weeks for home delivery Sunday to Friday. The amount that was due $80.84 was for service from the expiration date 1/1/2024 to 3/10/2024. 

  
  We honored ******************* request on March 10, 2024 to restart the subscription effective on March 12, 2024 for an online subscription only and set up on ebilling. The payment made on March 10, 2024 will cover online service from March 12, 2024 to March 11, 2025. If you have any questions, please contact us at ************. Thank you
  

  
  

  Business Response

  Date: 03/12/2024

  Thank you for your message. We appreciate your feedback. Please note, the account has been updated and the current expiration date shows 3/11/25. We apologize for any confusion or inconvenience. We are happy to hear you get your local news from fresnobee.com. 
  
  Please feel free to contact us at ************ or ***************************** if you have any questions or concerns.
  
  Thank you

• Initial Complaint

  Date:02/28/2024

  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.

  My husband and I have subscribed to the Fresno Bee off and on for over 30 years. At our last renewal,10-29-2023, we decided not to renew and did not pay the renewal. After that date, I received several offers by email to restart our subscription at a lower rate but still did not want to renew. My online account showed service stopped. I no longer had access to the online paper and I no longer received the Sunday paper. I did not receive anything from the Fresno Bee except the offers until today. I received a notice from a collection agency for the amount of the renewal. I am under no contract with the Fresno Bee and there is no requirement to continue to renew. You cannot collect a debt that I have not incurred. I did not re-subscribe so I do not owe any amount to the Fresno Bee.

  Business Response

  Date: 02/29/2024

  Thank you for your message to The Fresno Bee. We have looked at the account for ************************* and it was stopped on January 7, 2024 with a balance due of $91.06 for service from the expiration date October 29, 2023 to January 6,2024. Our records do not show a cancellation request being made prior to the renewal date of October 29, 2023. As per our Terms of service service an account does not stop automatically, we allow our subscribers time to remit payment or submit a cancellation request. We bill 30 days in advance of a renewal date so that any changes or requests can be made prior to the next billing.  As of today, February 29, 2024 we have put customers account to a $0.00 balance owed and closed with the ****************** If you have any questions you can contact our customer service department at ************. Customer can find our Terms of Service on the 2nd page of any renewal notice that was sent to them. Also on our homepage at **************************************.
  
  

• Initial Complaint

  Date:02/01/2024

  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.

  Delivery guy cant seem to manage to throw the paper onto the porch, getting it wet even though its covered, as it was today. Certainly not the first time hes done this. Plastic cover doesnt work well in a puddle of water. At **** a copy, you should insist that your delivery guy do his best to avoid getting the paper wet!

  Business Response

  Date: 02/01/2024

  Thank you for contacting the Fresno Bee. The account for ********************* has received credit for the wet paper reported on 2/1/2024. We will be working to ensure the paper is wrapped in a double bag. A request to have the paper delivered to the porch was submitted but can not be guaranteed. We will do our very best to ensure delivery in timely, consistent and the paper is not wet or damaged. We apologize for the inconvenience. You can view your paper with your digital access as early as 5am each day. If you have any further questions please call our customer service department at ************.

   

• Initial Complaint

  Date:09/15/2023

  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 contacted the Fresno Bee on behalf of my parents to get a new subscription rate and renew a subscription they cancelled when the Bee increased their rate. I was told that to renew that I would get a discounted rate but still a 22% increase. But, they also were going to charge me an additional $4.99 at the end of my 13 week subscription timeframe for a premium newspaper (so adds/coupons). I told the my parents didn't want this and it would be a burden on my aging parents to remember to call at before the new subscription period to cancel the Premium and not get an additional charge. The said they have no other subscription process that I would have to accept this term or not get the paper. Then I was told they would charge my parents an additional $4.99 for having the paper bill rather than doing it digitally. I asked that they waive this and the premium but they said they could not do this. The off shore call center only has one subscription and no way to make exceptions for the anyone (elderly/customer for 40 years). If they did not comply, they would not get a paper. My father is blind and my mother is aging and does not use a computer. they will only do paper billing but It is ridiculous to charge $5 for this. I asked for this to be waived and they said there is no way to do this. I also asked for a subscription excluding the premium, and they won't do this either. I am simply asking for them to not put the anyone and especially the elderly through the premium subscription process. It's ridiculous. When I order a subscription for one thing, I do not want a company adding an additional item when I did not ask for it. I should not have to call and cancel it at the end of my subscription when I never ordered it in the first place.

  Business Response

  Date: 09/15/2023

  Thank you for contacting the Fresno Bee. The account for *********************** is scheduled to start on 9/17/2023. Since the account was set up for e-billing there was no a charge for the print bill fee. Premium days are included in the price of your newspaper and we do not have the option of opting out. They are special editions with extra content and value throughout the year. Our subscription do not stop automatically we allow a grace ****** to all our subscribers which allows them time to process a payment or contact us to cancel service. We do bill in advance so that there will be time for any changes. We understand that things come up so we allow this time so that your paper delivery does not get interrupted. If you have any further questions please contact the customer service department at ************.

• Initial Complaint

  Date:07/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.

  Business Response

  Date: 07/04/2023

  Thank you for your message to The Fresno Bee. We are sorry to hear your request was not handled and resolved 6/2/23. We will get this corrected. Your account is set to stop immediately and we have requested a refund of $61.03 to be credited back to your card. Please note, we tested the 800 number and it is working. Please see the number below for customer service.

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

  Thank you

• Initial Complaint

  Date:05/29/2023

  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.

  our paper was not delivered three times this week, we don't get a paper on saturday so half the week, the paper was not delivered. Do not have the delivery persons phone number, we are on a dead end street without traffic. Just was not delivered. We want the name of the delivery person and phone number and our money back for half the week. My husband is lost without his paper and now I have to drive 16 miles to sanger to buy him one. He is worth it but I don't think the Fresno bee is worth it (more like a flyer than a paper)

  Business Response

  Date: 05/30/2023

  Thank you for contacting the Fresno Bee. We have looked at the account for **** ******** ** we do not show any calls being made to our customer service department at 800-877-3400 to report any papers not being delivered. The automated system is always available and during our normal business hours you can speak directly to a customer service agent. At this time we have reached out to the coordinator for this area to ensure the delivery issue is resolved. We are asking for the carrier to leave their direct name and number with the next delivery. It is vital to report missed papers so that our delivery team is made aware of an issue. One of our customer service specialists will be following up with you to ensure this is resolved. Please remember to contact our customer service department at 800-877-3400 or email [email protected]

• Initial Complaint

  Date:04/05/2023

  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 am rejecting this response because: I asked for the account to be closed on 2/20/23. The Fresno Bee refused to stop delivering the paper and continued to deliver the paper, then charged for an additional month. I should receive money back for the month (March), also.
  
  
  
  ay the bill I will be sent to collections. On the back of the bill, it states a condition of purchase that I would be consenting to purchase of a new subscription of the Fresno Bee. When I try to talk with the "Fresno Bee" I keep speaking with representatives who are all out of the State of California and keep telling me that I never cancelled my paper. The customer care number goes to ************ ** * ** *** ***** ******* ** ******

  Business Response

  Date: 04/06/2023

  We apologize for this inconvenience.   The balance of $ 6.21 has been cleared from the customer's account.

  
  

  Thank you,

  
  

  Business Response

  Date: 04/06/2023

  Thank you for contacting the Fresno Bee. The account for ******** Siipola  we have sent a request to finance to process a refund of the last payment on that was drafted on 2/20/2023 for $223.56 please allow 7- 10 business days for the refund to be processed back to the original form of payment. If you have any question please contact our customer service department at ************. We apologize for any confusion and inconvenience. 

  Customer Answer

  Date: 04/06/2023

  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.